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Service Level Agreement Tracking

Service level agreements for call centers are nothing short of a must, as there are many quantitative metrics such as response time, wait, and first call resolution (FCR), which clearly show the quality of the service provided. Whether you`re the network service provider or the customer, check this checklist regularly, ideally once a month, to make sure your requirements are met and that the SLA is always in line with your business goals. Unde performed obligations are liable: if the service provider does not comply with its obligations, it must assume the reputation of the consequences arising therefrom. In your SLA, you should consider the consequences if the service provider`s performance is not met for the standards. This is why the service provider must always keep his goodwill with his client. If your Service Desk team works Monday through Friday during regular business hours, you can`t provide true 24×7 support for every service you offer. Even with on-demand service sales teams and customers paying for priority support, you often still have a few services that warrant answers on weekdays and some that require immediate attention, regardless of the time of day and night. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. As a service provider, you want to ensure that you receive all support fees at agreed intervals.

You also want to check if a customer representative is available when you resolve a service incident or request. There are many metrics that apply to call center services and their frequent verification is a must to continuously improve service delivery. Service Level Agreement Monitoring Software can provide you with the high level of accuracy needed to track SLA countdowns. With on-screen timers, every member of the Office team can quickly check how much time is left to complete an SLA. If the software encodes the timer in color, it can offer a really simple visual to check where things are – to put it simply, green = good, red = bad! These tools make it harder for your office staff to miss an SLA deadline and are essential for effective monitoring of service level agreements. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. The “Requests Classes Of Services” Mashup calculates SLA values and highlights maps in viewpoints based on agreed service level objectives. There is no need to define rules for calculated custom fields and visual coding. All calculations are executed in custom front-end code. An SLA is an agreement between you and your customer that defines how your relationship will work in the future. Key performance indicators (KPIs) are the metrics selected to measure how well a team has performed against agreed standards.

IT organizations that manage multiple service providers may want to enter into operational level agreements (OLAs) that specify how certain parties involved in the IT service delivery process interact with each other in order to maintain performance. . . .

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