Call centers benefit greatly from Service Level Agreements (SLAs). SLAs are contractual agreements between a service provider and customer that define the level of service both parties should expect. Commonly measured metrics included in SLAs include response time, first call resolution rate, availability times, cost per transaction, and so on. By setting these guidelines in advance, call centers can monitor and adjust their operations to ensure they’re meeting these goals. This helps to keep customers happy and ensures businesses are delivering the highest quality of service possible.
Adopting an SLA for a call center also has several advantages for businesses. It enables the business to differentiate its services from competitors by providing higher quality standards, as well as allows them to create competitive pricing models based on levels of service offered. Additionally, it helps staff gain visibility into how their performance is influencing customer satisfaction rates. All things considered, implementing an SLA in the call center is essential for maintaining customer loyalty in today’s market.
More Contact Center SLA Information and Resources
Industry-Leading High Availability End-to-End SLA | LiveVox – LiveVox
Being in the cloud allows our customers to roll out new features and functionality rapidly. Our extensive testing, quality assurance procedures, and change management processes ensure that changes don’t disrupt your operation. At LiveVox, upgrades take just minutes, and at zero cost to customers.
Fast and easy upgrades are just one benefit of LiveVox’s end-to-end SLA.
How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)
Data extracted from ticketing tools can serve as input for metrics
You can use the metrics mentioned above to refine or establish new KPIs for your support teams. For example, use your resolution rate to assess whether your customer service agents are solving customer tickets in a timely manner in accordance with service level agreements. Or, determine the overall performance of your customer service team. Knowing your resolution rate especially lets you swiftly decide whether or not you’re meeting your service level agreement (SLA) that you’ve established for the highest priority customers, which in turn will open the door to higher CSAT scores!
How to Improve SLA in Call Centers: 5 Crucial Call Center Tips (livevox.com)
Technology can help call centers improve their performance and meet SLAs. Automated systems can help reduce wait times and increase first call resolution rates. Additionally, call recording and quality monitoring systems can help identify areas for improvement. There are many different contact center technologies on the market today. Identify where your contact center needs improvement and research tools that address those concerns.