UPDATED JANUARY 2020:
As the official written contract shared between two parties, a service level agreement is a commitment between a vendor that ensures specific services will be delivered. It’s a promise you make to your clients that you will maintain the service levels that they and their customers expect.
Anyone who works in customer service, be it in retail, health or finance, should get to grips with Service Level Agreements (SLAs) — and fast. If you’re looking to do just that, you’ve come to the right place. In this crash course, we provide you with:
- Contact center SLAs in a nutshell
- How to set a winning service level for your organization
- Why you should be wary of industry standards
- How to meet your service delivery levels
Read on: You’ll be an expert in no time.