A good service level agreement (SLA) is an essential component of a client’s partnership with a BPO. It safeguards the customer and provider with mutually satisfactory rules, guidelines, and KPIs that allow every party to live up to expectations and work effectively. In the BPO sector, SLAs are ultimately decided by the particular requirements of a business and success-related indicators.
BPO Service Level Agreement Explained
The T&C of the relationship must be clarified and addressed before opting to enter into a working relationship with a BPO vendor. Also, a list of the necessary business functions is provided. Key performance indicators are the terms used to describe the measures used to assess performance. SLA is used when two parties jointly determine the KPIs. SLAs are evaluation methods used to determine the performance standards for the BPO vendor. SLA should contain the following:
- A thorough outline of the services to be rendered.
- The delivery evaluation metrics.
- The obligations and responsibilities of the hiring party and the BPO provider.
- The consequences and remedies for contract violations.
- Instructions in case the SLA needs to be modified or adjusted.
- Payment structure.
Call Center Service Level Agreement
Contact center SLA is a collection of rules outlining the standards of customer service that agents must adhere to when interacting with customers. The average time to react, percentage of calls answered, average handle time, mean time to resolution, and other KPIs are typically included in a call center’s service level agreement. A call center can enhance client satisfaction and experience and increase customer lifetime value by meeting the service level agreement.
The Features of a BPO Service Level Agreement
What the BPO Vendor is Expected to Provide
The details provided in the expected services define the baseline for delivery. This is a proven approach to make sure that there is no miscommunication or expectation-based confusion between the two parties. In order to make sure that the collaboration is beneficial on both ends, the hiring organization must lay out a clear set of rules. Without clear and explicit delivery terms, it is possible for one side to raise issues afterward and even lag on delivery.
Both Parties’ Responsibilities
The BPO vendor is not the only party responsible for the obligations of this agreement. All duties and responsibilities must be communicated by all parties involved, including the employer. It guarantees that all parties are fully informed of the agreement they are entering into and that there are no unpleasant surprises along the way. Also, it prevents the BPO vendor and employer from feeling prejudice in the agreement or any unfair treatment of anyone.
Schedule for Delivery
Both the hiring party and the BPO vendor place a high value on delivery times. The internal business procedures of the company will likely slow down or stop if deadlines are not reached. All SLAs must have a specific, mutually agreed-upon timeline for when services must be provided. Standard response times must be implemented, and the delivery schedule must be decided.
Protocols for Resolving Conflicts
At any time, there is never a guarantee that a contract will operate smoothly. Problems and worries might occur at any time. If they do, it is the responsibility of both parties to make sure that a protocol is in place for when problems arise. There should be processes in place that provide both parties with assurance and guidance to handle any problems that may arise.
Implications of Unmet Expectations
Unmet expectations are one of the major pitfalls associated with outsourcing. The SLA provides a legally binding agreement that stipulates penalties and solutions in the event of a contract breach. If service levels fall short of the agreed-upon standard, penalties should be applied. This gives the employer peace of mind and confidence that their BPO vendor will likely fulfill the contract’s conditions. It also aids in establishing a goal that the BPO vendor can strive for. Unmet service standards often result in reductions in remuneration and the need to cover the costs of switching to a different BPO vendor.
Payment Terms
The agreement on payment terms is the most sensitive part of the SLA. The payment arrangements are accepted by both parties. They provide precise instructions on how payments will be made and when to expect them. As a result, the BPO provider is kept safe and has access to a reliable remuneration structure.
Conclusion
BPO service level agreements provide a thorough understanding of the relationship between the hiring organization and the BPO vendor. The terms listed aid in keeping both parties conscious of the goals and expectations to maintain success and transparency. It also serves as a great starting point for understanding how the BPO provider you want to engage with functions.
EmpireOne Contact Center is a prominent provider of business call center outsourcing. You can be confident that your customers will have the best experience possible while using your products and services. Our agents are skilled, and we use the latest technology to carry out our operations. Reach out to learn more.
