In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. A company that has calculated each measure and indicated it in the service level agreement can guarantee compliance with procedures at a certain level of quality. And it doesn`t have to be just in the field of outsourcing services. It is possible for a company to approve an internal document that governs the restoration guidelines. This tells us that you reach 90% of your main goal in 10 seconds, and of the 10% that were not recovered within the time frame, 99% of your calls received a response in 5 minutes. Only 1% of the second group had long waiting times. When the CALL centre ALS is adopted, a company approves the after-sales service rules. All employees of the company who interact with customers are required to sign ALS. Whether it`s a contact center specialist, an account manager or a distribution assistant, everyone must recognize the SLA customer service accepted by the company and strictly follow the established rules.
It seems obvious that these rules should be followed by the staff concerned and that they should not even be discussed. Nevertheless, the service level agreement is useful to put these rules even more in stone and ensure the highest possible quality of service. Like any formal contract, it is a reference point for both parties if service levels are not met and is used to direct many other call center metrics. SLAs can take the form of service-based or customer-based models. In this method of calculating the level of service, cancelled calls are considered missed opportunities to connect to a valued customer. They therefore have a negative effect on the level of service. This method of calculating the level of service is most common among companies that maintain a customer-oriented approach, evaluate customer service and generate sales call revenue. ALS creates orientation. Take for example WFM and operations (or customer management if you interact with this group) which all have different lenses. The rules that WFM would impose in isolation are totally different from those that would make operations.
This makes sense, because each is also responsible for a different set of metrics. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. As with the most successful relationships, communication is the key. The first step is to select the right metrics to follow to inform your decisions about the level of service. When you start creating ALS, you first need to define what you want to achieve. In contact centres, you talk about accessibility for your customers. There are many ways to measure this based on what you want to achieve. Start by setting what you want to achieve first, then set the metric to use.
Average Speed of Answer (ASA) is the method of measuring the average response speed of a call centre specialist.