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creating service level agreement

How To Create A Service Level Agreement

If you’re an experienced IT manager, you’ve probably created more than a few service level agreements (SLA). Heck, you’ve probably created dozens. But when is the last time you thought about what an SLA really is? Or what it can be—an effective and efficient management tool. It’s probably been a while. Reviewing what an SLA is and how to create one is instructive—even if you’ve created hundreds of them. What Is An SLA? An SLA is a written agreement between a service provider and a client. The client can be internal or external. It doesn’t matter. An SLA has no set length. It can be short, long, or anything in between. Some SLAs are as short as one page. Some […]

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Posted in SLA
Offshore Contact Center

How To Afford Offshore Contact Center

Offshoring isn’t just for big companies. It’s good for almost any company. So why aren’t more small and mid-size companies contracting tech support or customer service? One reason is money. Many small and mid-size companies don’t think they can afford it. So they dismiss the idea out of hand. But savvy managers can find the money to achieve this success. It all comes down to planning and to using existing resources wisely. If you don’t think you can afford to outsource tech support or customer service, read below. The 8 steps discussed there can help you find the money even when things are tight. 1. Determine Your Key Competency Every company has a core mission. It’s the reason it exists. […]

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Service Level Agreement

6 Key Elements Of An Service Level Agreement (SLA)

What is a Service Level Agreement(SLA)? Failed outsourcing projects can cost companies millions. If the project involves outsourcing tech support or customer service, a failed project can also impact customer satisfaction as well. And that can hurt revenues. So a company can’t afford to have too many outsource failures. Outsourcing fails often because managers don’t set expectations correctly. When that happens, costs escalate, service delays increase, and quality suffers. Savvy managers set expectations early on in an SLA—the backbone of most successful outsourcing projects. SLAs serve a variety of functions. In addition to setting expectations, SLAs identify and clarify responsibilities, facilitate communications between provider and outsourcer, and reduce potential conflicts. They also serve as tools for judging providers’ effectiveness. Key Elements […]

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Posted in SLA
Customer Expectations

7 Ways To Exceed Customer Expectations

Are you exceeding your customer expectations? If you said no, you’re asking for trouble. Once meeting customer expectations created customer loyalty. But that’s no longer true. The rise of the tech-savvy, connected consumer has changed customers’ expectations. So meeting them isn’t good enough anymore. Instead, you need to exceed them to retain customers. So how do you exceed Customer expectations? Going Above And Beyond Technology and metrics help. So does executing proactive customer service strategies. But exceeding expectations goes well beyond these tactics. “The key is to set realistic customer expectations, and then not just to meet them, but exceed them—preferably in unexpected and helpful ways,” says Richard Branson, Virgin Airways founder, in an article in Entrepreneur magazine. He adds: […]

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