A Service Level Contract (SLA) is a contract between a service provider and its customers that documents the services provided by the provider and sets out the service standards that the provider is required to meet. There are also variations of these metrics. You can use an ASA, SL or «refined» abandonment rate. What does that mean? Well, that means you`re filtering some calls that you don`t want to have included. The metric is not pure and tells a slightly different story. An example is the removal of the SL metric and the removal of calls that have not reached the full threshold. If you use an 80/20 SL, then your refined SL 80/20 would be uninterrupted in less than 20 seconds. The logic here is that you are personal to answer the call in 20 seconds. If the customer doesn`t give you the full 20 seconds to try to answer it, do you want it to count against you? Remember that the stricter the service level target, the more expensive it is for staff. You want to make sure that every little bit of money you spend on the job is an intentional target. Most call centres do not use a refined level of service, but this can help manage costs. The same refining can be used for the dropout rate.
If a call catches in less than 5 or 10 seconds, did they really give you the opportunity to answer the call? Some companies focus on the service level performance of their individual IT services and not on the service that customers actually get. This often leads to what is called the «watermelon» effect, where the SLA metrics show that everything is fine («green»), but that the client is unhappy («red»). A typical example is when service reports show that all levels of service are satisfied, even though services have had unanticipated downtime during the work day. This is usually due to the fact that service levels have been designed from an IT perspective and they each look at an IT department. This can be avoided with a technique known as «Outside in». SLAs must first be designed from a customer perspective to examine the services it has used and the business requirements for quality service. Service levels for IT and related services, such as the . B The Service Desk, must then be designed to meet these business requirements. The result is service levels that reflect both the customer experience and the various IT and other services that create the experience.