- Neftaly Properly train staffon SLA protocol to eliminate potential miscommunications. It’s important for your employees to know exactly which problems fall within their sphere (according to the SLA) versus those for which they’re not responsible. They should also all be well versed in disaster recovery protocol and how to respond to issues of different priority levels.
Clarify specific points; for example, that included times are for first response, not resolution. If there’s one place you don’t want any ambiguity, it’s your SLA. It’s much easier for a contact centre to guarantee response times, versus time to resolution. You should clearly state these times in your SLA and that they are in fact times to respond, not for resolution. Be sure that all parties clearly understand who carries what responsibility, and for which metrics. The beauty of a great SLA is that it takes the guesswork out of the provider-client relationship.
Set reasonable and attainable timesfor restorations. While a well-crafted SLA is one great way you can demonstrate the value of your contact centre, you never want to represent your company or your abilities inaccurately. It’s always better to under-promise and over-deliver than it is to make guarantees you just can’t keep. Many companies think that they need to promise quick resolution times in order to win new clients. While this is important, it’s way more valuable to meet your resolution expectations every time, instead of under-delivering.
Include hold harmless clausesto limit your company’s risk. Companies work within the limitations of a number of interdependencies in order to meet their service commitments. Some of these elements are controllable, while others fall under the arena of the customer or are uncontrollable by either party. Remember that the SLA isn’t just about outlining the service you provide; it’s also a way to limit your vulnerabilities… and those of your client as well.
Be honestrather than overselling yourself. It can’t be stressed enough that you shouldn’t pretend you can deliver results that are beyond your actual capability. An SLA should never be confused with a marketing gimmick. The point is not to sell the customer, but to have a reliable contract that protects the interests of all parties.
What is the value of met targets and timeframes?
(Event)
How should a contact centre deal with recurrent unmet time frames and targets? - Neftaly Properly train staffon SLA protocol to eliminate potential miscommunications. It’s important for your employees to know exactly which problems fall within their sphere (according to the SLA) versus those for which they’re not responsible. They should also all be well versed in disaster recovery protocol and how to respond to issues of different priority levels. (Event)
- Neftaly Clarify specific points; for example, that included times are for first response, not resolution. If there’s one place you don’t want any ambiguity, it’s your SLA. It’s much easier for a contact centre to guarantee response times, versus time to resolution. You should clearly state these times in your SLA and that they are in fact times to respond, not for resolution. Be sure that all parties clearly understand who carries what responsibility, and for which metrics. The beauty of a great SLA is that it takes the guesswork out of the provider-client relationship. (Event)
- Neftaly Set reasonable and attainable timesfor restorations. While a well-crafted SLA is one great way you can demonstrate the value of your contact centre, you never want to represent your company or your abilities inaccurately. It’s always better to under-promise and over-deliver than it is to make guarantees you just can’t keep. Many companies think that they need to promise quick resolution times in order to win new clients. While this is important, it’s way more valuable to meet your resolution expectations every time, instead of under-delivering. (Event)
- Neftaly Include hold harmless clausesto limit your company’s risk. Companies work within the limitations of a number of interdependencies in order to meet their service commitments. Some of these elements are controllable, while others fall under the arena of the customer or are uncontrollable by either party. Remember that the SLA isn’t just about outlining the service you provide; it’s also a way to limit your vulnerabilities… and those of your client as well. (Event)
- Neftaly Be honestrather than overselling yourself. It can’t be stressed enough that you shouldn’t pretend you can deliver results that are beyond your actual capability. An SLA should never be confused with a marketing gimmick. The point is not to sell the customer, but to have a reliable contract that protects the interests of all parties. (Event)
- Neftaly What is the value of met targets and timeframes? (Event)
- Neftaly How should a contact centre deal with recurrent unmet time frames and targets? (Event)
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