Service Level Agreement legally binds the service provider and the customer, which acts as an application for the service provider in order to maintain the agreed level of service. It is therefore extremely important to set up AA before starting operation and execute it in the form of an agreement between the two parties. The customer defines his expectations of the service provider in the form of an SLA, while the service provider becomes aware of the customer`s expectation. Therefore, one could say that SLA is an important entity of the call center and also offers a layout for the entire service structure. Like any formal contract, it is a point of reference for both parties if service levels are not met, and is used to direct many other call center metrics. SLAs can take the form of service-based or customer-based models. While there is a clear pattern in contact centers that are relaxing their level of service, there is a trend that contact centers are also doing the opposite. This is highlighted by the large number of small bubbles scattered at the bottom right in the graph below. 2.
Assess the capacity of the call center service provider: If your existing SLA has been inefficient or you are rebuilding a new one, you need to evaluate the total capacity of the call center service provider. These include labour availability, quality of service, hours of operation and analysis of historical data. You can request unclassified reports showing trends in the volume of historical calls, as well as the call processed over a certain period of time, historical data on service level, agent availability, agent recording time, and agent talk time. These reports will help you understand whether or not the call center provider`s current staff can handle the given SLA. You can also set a realistic SLA based on these reports. If the SLA has not been effective, these reports will help you analyze where it actually failed. In other words, you can actually perform a cause analysis if an existing SLA has not been effective. SLAs also facilitate communication through monthly service level reviews (SLRs) that allow stakeholders to get to the bottom of issues so they can be easily fixed..
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