In the call centre context, SLAs are normally divided between internal and external Service Level Agreements.
Regardless of which stakeholder is the customer, SLAs are designed to define what the customer will receive from the service provider.
Service Level Agreement components
SLAs largely depend on the types of services being provided however the areas covered by an SLA are normally consistent and include:
- Volume of Work
- Quality of Work
You need to ensure the service definitions are specific and measurable to enable the service to be benchmarked and where appropriate, either rewarded or penalised accordingly.
Internal Service Level Agreements
In larger organisations, it’s not uncommon to have SLAs between different departments.
For example, there might be an SLA between the call centre and the IT department that outlines repair times for broken computers or headsets, system outages etc
External Service Level Agreements
External SLAs are typically a contractual agreement between a service provider (e.g. an Outsourcer, Technology Provider, Recruitment Agency etc) and the organisation outlining specific performance standards to be achieved.