Question: How Is SLA Calculated In BPO?

What is SLA calculation?

Uptime is the amount of time that a service is online available and operational.

Guaranteed uptime is expressed as SLA level and is generally the most important metric to measure the quality of a hosting provider.

An SLA level of 99.99% for example equates to 52 minutes and 36 seconds of downtime per year..

What is SLA full form?

A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.

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 KPI and 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.

Is an SLA a contract?

A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.

How is AHT calculated in BPO?

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 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 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.

What is KPI in BPO?

Introduction to Key Performance Indicators (KPIs) Key performance indicators is the term for a type of performance metric used to evaluate how a company is progressing towards their business goals. It is one of the efforts businesses use to measure productivity using trackable numbers.

What is the purpose of SLA?

A service level agreement or SLA is a formal document that defines a working relationship between parties for a service contract. It is generally more applicable to businesses than to consumers and involves one or more end user parties and a service provider.

How is talk time calculated?

The classic calculation for takt time is:Available Minutes for Production / Required Units of Production = Takt Time. … 8 hours x 60 minutes = 480 total minutes. … 480 – 45 = 435. … 435 available minutes / 50 required units of production = 8.7 minutes (or 522 seconds) … 435 minutes x 5 days = 2175 total available minutes.More items…•

How do I reduce my aht call?

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…•

What is SLO and SLA?

SLA or Service Level Agreement is a contract that the service provider promises customers on service availability, performance, etc. SLO or Service Level Objective is a goal that service provider wants to reach. SLI or Service Level Indicator is a measurement the service provider uses for the goal.

What is SLA in BPO?

SLA means the Service Level Agreement that is entered into between the service provider and the client. … Before signing the SLA document, the various metrics that would be measured and tracked are agreed between the service provide (contact center / BPO) and the client.

What is SLA example?

A service-level agreement (SLA) is a commitment between a service provider and a client. … As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms.

Why is AHT high?

Dead Air: Situations might arise when customer and the associate are not conversing due to some reason. This is wastage of time and resource and it might lead to a customer defection. 7. Hold Time: This is simply placing the call on hold which, although necessary at times, increases the AHT and is certainly a NVA.

What are examples of KPIs?

Below you can find our top 8 KPI examples for the management: Customer Acquisition Costs. Customer Lifetime Value. Sales Target. Operating Expenses Ratio. Net Profit Margin Percentage. Return on Assets. Return on Equity. P/E Ratio.

What is SLA target?

A service level agreement (SLA) is a contract between you and your customers that specifies performance measures for support by ticket priority. You can use SLA information, visible in views and tickets, to prioritize the tickets you address. SLAs are available on Professional and Enterprise.