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SLA Metrics

4 Absolutely Necessary Categories of SLA Metrics

How do you choose the right service level agreement metrics when outsourcing your customer service or service desk? It’s a challenge & that’s a given but the metrics drive your service level agreement’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 or service desk worth it?” Choosing SLA Metrics One way to make choosing metrics easier is to complete the following three steps in order: Group metrics into broad categories Select the most […]

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choosing service level agreement metrics

5 Rules For Choosing 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. SLA Definition: A service level agreement is a contract between a business & its service provider clearly defining the expected quality of service, governed by metrics, and the remedies or penalties, if any, should the service levels not be […]

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Posted in SLA