Is developing an SLA worth the time and effort? It is if you want to improve service delivery & keep customers happy. They are especially critical when outsourcing inbound call center services as well as help desk and tech support services. Outsourcing can help you boost customer satisfaction—especially if customer service isn’t a competency for you. To get the most from these offshoring services, you need to develop an SLA that does exactly what you want it to do. In general, you should cover the following pointers Secure performance commitments as measured against key metrics Create incentives for providers to [...]Read more

What is SLA? It's a powerful business tool or a contract in the literal terms, that helps set everyone's expectations right from the start. SLA help define responsibilities for all stakeholders and improve service delivery. When done right, service level agreements can help build a solid foundation that promotes a long-term win-win relationship between you and your vendor. But building a service level agreement is no walk in the park. It takes thought and effort to create one. Unfortunately, some managers gloss over key steps in formulating a good contract, others ignore some key steps. That’s courting a disaster - [...]Read more

Thinking about call center outsourcing services or tech support or service desk services? A key stage in implementing outsourcing is developing a comprehensive, yet practical SLA (service level agreement). This will benefit in several ways: ✓ Sets realistic expectations for your service provider ✓ Tells the provider what’s important to you and your customers ✓ Indicates how your provider should spend its time. ✓ Tells your provider how you will judge its performance ✓ States clearly the responsibilities of both parties ✓ Puts both parties on the same page In addition, creating an SLA provides a solid foundation upon which to build a productive partnership with [...]Read more

Keeping customers happy used to be easy. All you had to do was provide high-quality products and services. Not any more! Today’s customers won’t settle for just good quality products and services. They also want epic customer service. In other words, they want you to exceed their expectations, and they’ll accept nothing less! But keeping customers happy takes some doing—especially when outsourcing help desk and tech support. So how do you guarantee epic customer service from an outsourced provider? You hammer out a rock-solid service level agreement, the one that puts customers first and achieves key business objectives. A Working […]

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