In Portuguese, SLA stands for Service Level Agreement. In practice, it is a way of ensuring that the company offers the services it intends to provide, including stipulating responsibilities and metrics. And one of the most used is the service level agreement.
Key takeaways from this article:
The service SLA defines some basic metrics and methodologies that aim to guarantee the best customer service .
One of the metrics that can be used to forex email list measure your company's SLA is the time to complete the service. To arrive at this value, you can consult the history of similar situations and ask for customer feedback .
Monitoring of the service SLA must be constant, as this will make it possible to identify areas for improvement in service.
To ensure a good SLA, it is necessary to organize and standardize the service process , and this can be done with the help of a good CRM system. If you don't have one at the moment, take the opportunity to register and test Agendor for free!
After all, serving customers at a good level involves several important factors, from a good customer service platform to defining metrics to monitor the sector's results.
In this post, we will show you what SLA means, how to define your metrics (such as service time, for example) and also how to set up a service SLA.
What is SLA service?
The service SLA is a set of operational guidelines, procedures and metrics that your customer service team must comply with to ensure the level of customer satisfaction. This is the acronym for Service Level Agreement , in Portuguese.
This way, the service time in the SLA can be clearly defined. This way, your agents have a standard to follow and do their best to stay within this average service time.
The SLA can be applied to any type of service provided by one company to another. In this case, companies arbitrate some KPIs that are continuously measured and must be followed by the service provider.
Now, specifically when we talk about service SLA, it is a variation of this concept. Thus, it is an internal standard of your company, which aims to maintain the best possible level of service when serving your own customers.
An example of a service SLA could include offering telephone service to customers, with a satisfaction level above 9 and also providing for the resolution of the complaint in less than 5 minutes.
To achieve this, metrics are defined. But how do you create a service SLA? How do you define these metrics ? Read our article and check out the step-by-step guide on how to improve your service SLA or — create one from scratch!
Want more explanations about what SLA means? Then take a look at this video from Acelerato: