Items in SLA

[Martijn]

Hi All,

i'm looking for making a standard SLA. In it i wan't to state all items which need to be looked at:

- SL/ ASA agreement per week
- AHT
- Abondonment
- Quality
- Review of complaints

etc, etc.

We are a CC for a bank, but we also do the callvolumes of some other small labels within the big company. We need to make correct SLA with these labels and that's why i'm looking for all the items which need to be stated

[sidsuri]

Hi,

When building SLA's you need to study the historical data if available (whether the previous vendor was meeting the SLA's or not) if data not available baseline and closely monitor it.Calculate the data points on few assumptions with actuals.Come up with statement of work which includes:

Average Speed of Answer (ASA)
Abandon rate (%)
Avg. Talk Time (ATT)
First Time Resolution rate (FTR%)
Customer Satisfaction (Incident Survey response)
Skill set required to do the job & responsibilities of operators
Technology design
Training plan
Cost Benefit analysis
Transition time frame & toll gate review.
Scope of work whether inscope or out of scope.
Notification and Escalations
Service Fee Schedule

The above have to be considered before signing SLA.

Please let me know if I could be of further help.

[orchid]

ACW
service level(if 90% of income calls were handled in 15 seconds).