Question: What Is SLA In BPO?

What is SLA example?

A service level agreement (SLA) is an agreement between an IT Service provider and a customer.

For instance, you are a customer of a bank and the bank provides services to you.

For example, the bank will allow you to withdraw money from an ATM and the transaction will last no longer than 10 seconds..

What does 5 nines mean?

From Wikipedia, the free encyclopedia. Five nines, commonly taken to mean “99.999%”, may refer to: High availability of services, when the downtime is less than 5.26 minutes per year. Nine (purity), a 99.999% pure substance. German 15 cm (5.9 in) artillery shells used in World War I.

What is SLA and KPI in BPO?

SLA and KPI are elements of business process management, which is abbreviated as BPM. SLA stands for service level agreement. KPI stands for key performance indicator. They both pertain to monitoring specific measurements of the performance of your business. The difference between them is when they’re most useful.

How is SLA calculated?

First Response SLA% = The percentage of the number of tickets where the first responses were sent within the SLA divided by the total number of tickets on which the first responses were sent in a selected time period within the filters on the reports.

How is SLA calculated in BPO?

What is service level calculation? Service level calculation is a measure of the percentage of calls that were answered by your call center agent within a set threshold time limit. For instance, a service level of 80/20 means that 80% of the calls were answered by a human agent within a 20 seconds of a threshold.

How is AHT calculated?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What is SLA time?

SLA response times usually refer to how quickly you will respond to a technical issue being raised via phone, email or other methods. … When agreeing suitable response times, it is important to clearly define working hours and ensure clients know that only these working hours are included in a response time.

What is 20% of a number?

Mental Math Method “Percent” or “per cent” means “per hundred,” so 20 percent means 20 per hundred, or 20 out of every 100. You can write it as a fraction this way: 20/100.

What is KPI SLA?

SLAs are documents that outline the wider service agreements between a service provider and its customers, while KPIs are generally used to measure the performance of companies against their strategic goals. However, KPIs can form part of a SLA to measure the delivery of the defined service standards.

What is BPO attrition?

Attrition is the rate at which members of staff leave the workforce over a given period of time. … Attrition is high in contact centres (particularly in the BPO sector) compared with other industries.

What is SLA in call center?

A SLA is your call center’s promise of maintaining a certain standard of service to your clients and customers and, typically speaking, the SLA will specify that your call center is committed to answering a set percentage of calls within a certain number of seconds, such as answering 75% of calls within 20 seconds.

What are the 3 types of SLA?

ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs.

What are the KPI in BPO?

Key Performance IndicatorA KPI (Key Performance Indicator) is a measurable value, or values, that demonstrates how effectively a company, department, team, or individual is achieving business goals.

What is a good SLA?

The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.

What is SLA & TAT?

SLA means the Service Level Agreement that is entered into between the service provider and the client. … TAT is a metric, which may form part of the SLAs agreed. TAT is usually associated with the ‘timeliness’ and ‘completeness’ measure.

What is AHT in WFM?

Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.

How do you manage AHT?

49 Tips for Reducing Average Handling Time (AHT)Gather all information at the start of the call. … Look carefully at the IVR. … Nip problems in the bud by paying special attention to new staff. … Create cheat sheets to help streamline call-handling processes. … Let agents listen to examples of low AHT. … Recruit agents who speak concisely. … Identify silence on calls.More items…•