As you may have already noticed and perhaps even used well, Process Street has created a number of great content for those of you who want to create quick and easy service level agreements. “One of the contract law issues in a telecom service provider environment is the underlying contract that defines service level agreements (SLAs). This is important because there are often recoveries that allow the customer to punish the telecommunications operator or use it as a reference to decide whether services should be transferred elsewhere. ” – Ronald Bartels, Network Service Level Agreement (SLA) Management within a telecommunications company KPIs and managed web hosting metrics are very similar to those that apply to network services, which I briefly did for the previous model. Given the diversity of SLAs from one company to another and the wide range of “IT services”, the degree of adaptation has been deliberately reduced. “In the after-sales service industry, companies need to track and improve key call center metrics to understand where the business is going and what action plan is needed to achieve better results.” – Jasmina Aneja, 15 Essential Call Center Metrics Your Business Must Measure There are also variations of these metrics. You can use a “refined” ASA, SL, or Abort rate. What does that mean? Well, that means you`re filtering out some calls that you don`t want to include. The metric is not pure and tells a slightly different story. An example is removing your SL metric and removing all calls that didn`t wait for the full threshold.
If you use an 80/20 SL, your SL 80/20 is refined, without any calls canceled in less than 20 seconds. The logic here is that you put staff to answer the call in 20 seconds. If the customer doesn`t give you the full 20 seconds to try to answer it, do you want that to count against you? Remember that the stricter the service level goal, the more expensive it is for employees. You want to make sure that every little money you spend on work is an intentional goal. Most call centers don`t use a refined level of service, but it can help manage costs. The same refinement can be used for the dropout rate. When a call goes through in less than 5 or 10 seconds, did it really give you the opportunity to answer the call? Most service providers understand the need for service level agreements with their partners and customers. But creating such a thing can seem daunting, as if you don`t know where to start or what to involve. In this article, we present some examples and templates that will help you create SLAs….