Business Process Outsourcing Service Level Agreement

A call center employs agents who act as representatives on behalf of their client to deal with customer questions, concerns and complaints. Apart from that, call centers can also play the role of distribution hotlines and telemarketing teams. Outsource Accelerator offers you the best call center companies in the Philippines, where you can save up to 70% in personnel costs. And perhaps most importantly, they prepare the conditions for a strong working relationship between a company and its BPO provider by reducing the risk of conflict. If the goals are clear to both parties, people spend less time discussing and more time solving problems. SLAs also ensure that customers understand their role in supporting SLAs, for example. B timely approval of pending items. The Customer Satisfaction Score (CSAT) is a popular key performance indicator that tracks customer satisfaction. The process includes an investigative question or a number of questions. Customers respond by indicating their level of satisfaction.

The most popular scale is from 1 to 10, with 1 being the least satisfied and 10 the most satisfying. In this situation, the SLA is used as a hammer, as a financial recourse against the supplier for underperformance. And it makes sense not to pay for services that have not been provided or that have not been provided in the agreed manner. But it only works if. if. whether the SLA was successfully created. This is where the challenge for entrepreneurs and public procurement lies. Here, the provider`s performance is tracked and reported using PCC. By noting trends, improvements and changes in course, entrepreneurs focus on these aspects of performance and under the direction of suppliers.

Like ESAs, PPAs are tailored to business priorities. But let`s take a few examples: non-compliance with a KPI is not a violation of the treaty. On the contrary, PCCs serve as navigation tools that keep BPO providers on track to achieve defined SLAs. They offer an overview of the operation and highlight areas that may have deviated from their trajectory, so that outsourcing teams can quickly make the necessary corrections. SLAs also facilitate communication through monthly service level reviews (SLRs), which allow stakeholders to get to the bottom of issues so they can be easily fixed. For example, a significant increase in the duration of after-sales service calls can help detect product issues before harming the business. Service level agreements (SLAs) are formal or informal documents that describe the expectations between a vendor and an end user. Originating from Internet service providers, it has become a standard tool, not only in the outsourcing of business processes, but also within the structures of the company. The main benefit of an SLA is to provide clear and measurable results, which are regularly verified by designated officials. For an SLA to be useful, it requires a lot of work in advance, requires service knowledge (which is realistic – what is not) and access to site-specific information (baselines, trends, etc.).

It`s no surprise that BPO`s most common SLAs for financial and accounting services are attentive to accuracy and timeliness.. . .