On an average day, your ServiceDesk team doesn`t consider a printer outage to be a priority ticket. But the CEO`s printer? It`s a different story. In practice, it teams prioritize tickets in different ways: the relevant business lines up to those that have opened the ticket to even more complex combinations (for example. B a failure of the sales booking system at the end of the quarter). Imagine running an IT outsourcing company and 400 clients working in critical and highly sensitive industries. This means that your services should always be activated and fast to avoid service outages. Creating the SLAs first helps you and your customers define the conditions for success. Most importantly, they create a basic template to create your KPIs and dashboards. If you follow your SLAs this way, you have clear goals in mind and you can easily monitor how you achieve them. Service level metrics also help to put problems into perspective. While the cause may still need to be corrected, five mishandled invoices become less alarming if it is clear that another 20,000 were properly processed during the same period.
On the other hand, a sudden increase in errors requires further analysis. The fact that ALS must define the measures of service delivery means that many SLAs define KPIs as such. While SLAs define the overall agreement and service standards between service providers and their customers, KPIs are used to measure and monitor performance levels. The best BPO suppliers evaluate their team`s performance using agreed KPIs that are monitored and reported weekly to ensure the quality of work during the month. These measures are monitored and declared in addition to the measures agreed for the level of service agreement. Figures are communicated to the company through a real-time dashboard and/or monthly audit. The AP-SLA may require the BPO provider to achieve a 98% accuracy rate for invoice processing, which significantly reduces the amount of errors. Another client may prioritize processing speed to avoid residue build-up. Quick responses to supplier requests are another common priority of AP service level metrics, in order to maintain strong relationships. Ultimately, the key to exceptional customer service comes down to customer satisfaction. But making customers happy while providing efficient service and cost control can seem like contradictory efforts. The most common S.A.
in the area of after-sales services in the OPL sector helps to reconcile and harmonize these objectives. It`s important to monitor the level of service in real time, as it provides an active barometer for your call center`s current performance.