Service Level Agreements

Service Level Agreements (SLAs) in simple terms is a commitment between a service provider and an end user (client or customer).

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
  • Speed
  • Responsiveness
  • Efficiency

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.

Next steps

If you need some help in preparing or reviewing Service Level Agreements you will find experienced Call Centre Consultants in our Business Directory.


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