Simply put, SLAs (Service level agreements) are a commitment, either between your agents and their supervisors or the service provider (you) and the client. It is the never ending process of making sure all the services you provide are being fulfilled and care for.
SLAs help increase your agents key performance indicators such as first response time, response time and time to close a case. By setting your SLAs, you can establish response goals by issue, asset and priority, allowing for a vastly improved customer experience. This will directly increase your organizations NPS and customer satisfcation scores, while also driving individual agent performance.
SLAs are vital because they can help you expand your support desk offerings by increasing your ability to monitor and report on service and support goals.
When you have set your SLAs and have organized your business processes in Supportbench (with our help) you will find that case resolution time will dramatically decrase. This is because there is now a agreement on the service you provide/
To begin setting your service level agreements:
Here’s a quick video on setting your target first response SLA based on priority:
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