Is developing SLA worth the time and effort? It is if you want to boost customer satisfaction. SLAs 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 SLA that does exactly what you want it to do. In general, while developing SLA you should Secure performance commitments as measured against key metrics Create incentives for providers to meet these commitments Generate options to help you [...]Read more

SLAs are powerful business tools. They help set management expectations. They help clarify responsibilities for each company. And they help improve service provider communications. When done right, SLAs can help build a solid foundation that promotes a long-term win-win relationship between you and your service provider. But building SLA is no walk in the park. It takes thought and effort to create one. Unfortunately, some managers gloss over key steps in establishing an SLA. Others ignore some key steps. That’s courting disaster—especially if you’re outsourcing inbound call center services. To make sure you don’t skip any key steps when creating [...]Read more

Thinking about call center outsourcing services or tech support or Outsourced customer service? A key stage in implementing outsourcing is developing a comprehensive, yet practical SLA (service level agreement). Creating a Practical SLA does several key things: ✓ 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 [...]Read more