Call center SLA

A Call Center Service Level Agreement (SLA) in support is a contractual agreement between a call center and its clients that outlines specific performance metrics and standards that the call center must meet in providing customer support services. These metrics typically include response time targets, such as the percentage of calls answered within a certain timeframe, average speed of answer (ASA), and resolution time for customer inquiries or issues. The SLA also defines quality benchmarks, such as call quality standards, customer satisfaction scores, and adherence to scripting or compliance requirements. By establishing clear expectations and performance goals, the SLA helps ensure accountability, transparency, and alignment between the call center and its clients, ultimately aiming to deliver consistent and satisfactory support experiences for customers.