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SLA Metrics

4 Absolutely Necessary Categories of SLA Metrics

How do you choose an SLA metrics  ? When you’re outsourcing customer service or tech support , it’s a challenging task. But your metrics drive an SLA’s success. They can serve as performance targets. They can motivate call agent behavior. And they can help you gauge a provider’s performance. Metrics can also help you answer a critical question: “Was outsourcing tech support worth it?” Choosing SLA Metrics One way to make choosing metrics easier is to complete the following three steps in order: 1. Group metrics into broad categories 2. Select the most appropriate metric(s) from each category 3. Combine […]

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5 rules choosing sla metrics

5 Rules For Choosing SLA (Service Level Agreement) Metrics

Failed outsourcing deals litter the business landscape. Just ask any consultant or service provider. How many exactly is hard to tell. Businesses hate to announce failures. But one IT executive estimates that about 25%—and maybe more than half—of all outsourcing projects fail. How do you produce a successful outsourcing project? You craft a well thought out for choosing  SLA or Service-Level Agreement. An SLA measures your relationship with a service provider. It also defines key activities. Creates expectations and objectives. And accurately measures performance. At the heart of an SLA is its set of metrics. They translate an SLA into something […]

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