SLA (Service Level Agreement) stands for “service level agreement”. But what is it and what is it us for? Throughout this article, you will discover all the information about this concept and also why it is important for your company to have an SLA for the services provid.
The SLA is a service level agreement; that is, a contract that establishes responsibilities and obligations between a company and its client, detailing the expectations to be met by both parties regarding the quality of the service provid.
This document can be appli to any company, in any industry. For example, an SLA can be us when contracting technology services or when obtaining a crit card from a bank.
What is SLA (Service Level Agreement)?
An SLA can also be us within the company, for example, by the Human Resources department to establish the relationship with its staff.
When preparing the SLA, it is also important to analyze possible risk scenarios in order to anticipate them.
To calculate the SLA, you syria email list 157261 contact leads must first define which metrics are significant for your business . Then, establish what the goals and objectives will be . Finally, constantly monitor the results collect.
Customer service KPIs that can be us include, for example, average wait time, total service time, response time, and satisfaction level , among others.
How is SLA calculat?
Now, it is possible to measure the level of and How service with formulas. This way, it is possible to determine whether or not the the best content team for marketing agencies is not within the company company complies with the provisions of the SLA. However, the values will depend on the type of service provid.
Let’s see this with an example. Suppose you uab directory want to know the SLA of a call center.
If the SLA states that calls must be answer within 20 seconds to provide a good level of service, then the formula would be.