The best service level agreements are very detailed and deal with every aspect of your relationship with your outsourcing employee, including rewards and penalties for good and bad performance. It also involves how transitions are handled when relationships end. I recently published a book called The Real-Time Contact Center. Chapter 12 contains a detailed description of the categories and activities that should be addressed in a service level agreement, regardless of whether you are working with an offshore outsourcing company. Signing ALS is a necessary element in the case of BPO, especially when it comes to companies that provide contact center services – statistics are very important in this area, so ALS call centres are very thoughtful with respect to productivity indices. Executives of these companies are always looking for new tips and tricks for customer service and potential customer communication. They track indicators of customer reactions to different forms of addressing, types of phrases, etc. Statistics are carefully controlled in this industry and are often most taken into account when choosing an outsourcing company. While you can quickly set a high-end level of service, think about the people who can work overtime to do it: your agents. Ask yourself: any company that orders certain services from contractors wants the work to be done qualitatively. Continuous monitoring of the related company`s activities takes a lot of time and effort, but does not even guarantee that the objectives will be achieved. If an outsourcing company falls back in terms of productivity while performing the customer`s functions, it does not need to function properly. Thus, we can conclude that ALS is a practical and very versatile tool for evaluating a business service.
CONSIDERING that the contract stipulates that an agreement on the level of service is a precondition for extending the duration of the contract; and ALS is a documented agreement. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer. And think of other topics on which you might want to add chords, such as . B: While in contact centres there is a clear pattern that softens their level of service, there is a tendency for contact centres to do the opposite. This is highlighted by the large number of small bubbles scattered around the lower right side of the graph. In this section, the objectives of this agreement are defined, z.B.: A service level contract is a promise made by a contact center to offer its customers a certain level of service.
The most common ALS for a call centre is the requirement to respond to a percentage of incoming calls within a specified time frame. how to answer 80% of calls in 20 seconds.