Service Level Agreement Performance Metrics

But it`s often a challenge. With so many metrics, it`s hard to opt for the right ones. Define carefully. A vendor can optimize SLA definitions to ensure that they are met. For example, metrik Incident Response Time must ensure that the provider responds to an incident within a minimum of minutes. However, some vendors may fulfill the SLA 100% by providing an automated response to an incident report. Clients should clearly define LSAs to represent the intent of the service level. A critical factor in the operation of a high-performance Desks service is responsiveness. Customers want to know that you are responding to their requests, even if a complete solution will take a few days. One of the ways to measure this is by measuring the time for the first response.

The time before the first response is the delay from the moment a customer makes a request until the moment a support agent “picks up” the ticket and starts reading it. What is “pick up”? A ticket should be considered “picked up” when a service desk agent opens the ticket and starts reading. When opening the ticket, it should be displayed in a workflow status equivalent to “In edit”. In other words, the Service Desk Agent should understand that the customer is notified as soon as he opens the ticket and starts reading. And in a customer service-related SLA, KPIs can measure: you need flexibility from your Dek Service software so you can create SLA performance goals based on almost every combination of parameters you set. It`s important to be able to simply modify or modify them in order to fully adapt your team`s priorities to changing business requirements. The SLA should include elements in two areas: services and management. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. If executed correctly, BPO SLAs ensure that both parties understand their responsibilities and focus on the appropriate areas, while laying down the metrics used to measure service. They also create responsibilities and communications, establish a dialogue about important issues within the company, and outline corrective actions and actions if agreed service levels are not met. By measuring the wait time for support, a service manager can determine whether the team or certain people are reacting to customers.

Service level metrics also help put issues in the right perspective. While the cause can still be addressed, five poorly processed invoices become less alarming when it is clear that another 20,000 were processed correctly during the same period. On the other hand, a sudden increase in errors requires further analysis. In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification.