When you Google the term ‘SLA’ or ‘Service Level Agreement,’ you will come across many definitions beginning with contract or commitment or covenant. While it isn’t a contract in itself, it is an important part of a contract that includes mutually agreed upon terms between a company and their customers, ensuring the services provided meet certain thresholds (i.e., uptime, responsiveness, etc.).
This can include technical support services such as guaranteeing improved CSAT score, faster email response, or that 98% of customers calling in will receive First Call Resolution (FCR).
Why is it important?
In the customer service industry, an SLA functions as a blueprint of the service the provider guarantees to provide and can protect your organization’s assets and reputation, which is of utmost importance to your organization. Below are three reasons why your organization should have an SLA with its technical customer support services provider. Visit source to read more.
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