Service Level Agreement Metrics

The most effective SLAs in BPO measure the performance of an outsourcer by one or two carefully selected metrics for each function in a contract. The contractual responsibility of the BPO supplier on the main objectives ensures that the products most taken into account by companies are the top priority. When you relocate customer service or support, it`s a difficult task. A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models.

This category is the most diverse. The metrics here cover a wide range of work products, delivery components and requirements. Quality metrics generally measure the supplier`s compliance with a standard. They generally deal with issues such as error rates, standardization and technical quality. Set up your Service Desk so the watch doesn`t run on Saturdays and Sundays, and will become even more complex if you want to create custom rules for things like corporate vacations. And think about creating calendars to support teams in different places. A Service Level Contract (SLA) defines the level of service a customer expects from a provider and defines the metrics on which that service is measured and corrective actions or penalties, if they exist, if agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company.

Updated: April 12, 2021 — 8:03 am