Call Center SLA

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A service level agreement is a contract allying two organizations or two departments of one company that determines the listing of services and their benefits to be furnished during the committed term.  In short, it is the deal that contains the kinds of benefits that will be furnished by the service provider to a client. 

From the legal point of view, it is a bilateral pact. The partakers of the accord can be two different companies or divisions or branches of the identical enterprise.

“This is all interesting, of course, but what must it do with the client service industry”, - that’s what you could ask. In fact, a service level agreement for a call center may play a very crucial role in improving business performance and reaching company goals. 

Now it’s our duty to tell you all about call center SLA. 

What is SLA in a call center?

The SLA meaning in the call center is a bit different than it is for other niches. It is a kind of arrangement between agents and management to set the rules for providing customer service. For a sample, the level of service agreement for the call center may include such conditions as answering all mailings not later than 24 hours, signing in to the nine of tenth live chats no later than fifteen seconds, and so on.

The SLA in a call center is set by administration relying on the exact service level. For every organization, it can differ by goals, scores, and awaited outcomes, as well as the organizations bear distinct numbers of employees, diverse business objectives, and dissimilar approaches to client service.

Service level may be measured by operating various metrics, such as AHT, FCR, Average Time of Response (also known as Average Speed of Answer), number of calls answered, and other KPIs. The service level target is to boost these metrics. 

Attaining the more increased rates assists firms to provide a better client experience, additionally adorable service, and furnish customer satisfaction - all in one. 

SLAs kinds

In short, three kinds of call center service level agreement samples exist:

Client service: very popular, as well as the thorough ilk of SLA - an accord betwixt client and service provider about the rate and prerequisites of the service;

Internal: the pact between two parts of one enterprise that determines their bilateral responsibilities for each other;

Multistage: this type contains both customers and the organization’s departments and determines the interactions between them all.

What is the essence of the SLA?

An overview of the entire contract: contains substantive provisions, main participants, starting terms, and a short description of the services to be provided. 

Service Characterization: it is the part where the number and nature of the service should be represented and explained in detail. All information concerning procedures, participants, involved units, spending, terms, and all other potential prerequisites with the evaluation of potential possibilities should be put into this part of a deal. 

Debarments: the inventory of services that do not concern the contract. Register them too to avoid misinterpretations in the future. 

Awaited enactment rates: a vital part of the deal because both consumer and dealer should establish and comprehend what performance rates have to be achieved.

Refund policy: the info about the amount and prerequisites of recompense in matters of infringement of the terms of the accord.

Stakeholders: the checklist of participants who have the privileges and duties pursuant to the warranties of the contract. 

Safety Policy: the inventory of actions that the dealer must perform to assure the security of data and all operations, containing such protocols as NDA. 

Risk reduction and emergency managing: the checklist of activities that ought to be done in circumstances of emergency situations.

Service control and monitoring: all interactions between vendor and consumer in the point of tracking the undertaking. 

KPI improvement: the set index of KPIs and terms of their regular review.

Cessation conditions: an exclusive list of cases when the agreement can be unilaterally terminated.

Autographs: the signatures of every person who is involved in the deal. 

SLA rates

Every deal has to contain a checklist of scores to evaluate the level of implementation of the service furnished and find out if it meets the requisitions of the accord. 

Selecting scores to estimate is a tough task for both sides, so it is vital to allow every party to say their word, and a dealer should bear an opportunity to own the privilege to say the last word concerning the scores to be gauged. As most metrics are counted automatically, exists no sense in blaming a merchandiser that he doesn’t count indicators that are merely unavailable to be precisely measured. A sample of the perfect paths of how to improve SLA in a call center is to establish a comprehensive and reasoned basic line for KPIs to assemble it more leisurely to review them if such a need appears.

SLA KPIs exist as the primary mechanism to track the service level, overall unit arrangement, and vendor performance. 

Key metrics for arrangement tracking are: 

Accessibility: the percentage of time when the enterprise is obtainable for the buyer, it is calculated in days per month when the service was functional.

Specific productivity scores: they are dissimilar for the distinct firms and niches and their main objective is to show productivity transformations and performance for a selected period of time.

Vendor Reply periods: lingering spans for the vendor’s reaction to the client’s request. Some big enterprises even provide a whole customer support unit for every client(if we talk about B2B) 

Problem-solving time: the intermediate resolution time for all issues that are registered by the vendor. It is also vital to find out the time frame of peak hours, when the immense volume of inbound calls come, and furnish the same resolution time during these peak frames. 

Abandonment score: the numeral of calls that were finished by the clients because of lengthy waiting spans or something else. Abandon rates indirectly show the level of client satisfaction. 

Bug score: the number of bugs found in the systems or services that had a negative effect on overall productivity.

FCR: the rate already mentioned above that shows the percentage of clients’ issues that are solved during first contact. 

Percentage of calls answered: the number of calls that were taken in comparison to all calls per selected term.

MTTR: the term to restart work after the breakdown.

Safety: the number of undiscovered susceptibilities. If an emergency security accident happens, a vendor should prove that he has done everything he could to avoid the same occasions in the future. 

Service time: the portion of the callers in the queue(in percent), that are processed by agents within the selected term.

Reversal term: the time limit needed for a vendor to solve the problem that has been transmitted by the consumer.

Concerns about SLA rates

Keep in mind that selecting KPIs and service level metrics for the SLA is a process that has many objectives, but one of them is to make both parties in the deal keep their promises and fulfill obligations. Metrics can’t assist in evaluating the processes that aren’t under the vendor’s management, so he can be responsible only for the information that he can collect and that doesn’t require backbreaking effort to gather. On the contrary, every one of the parties should avoid operating at the rates that require huge data storage to be stored, so it may cost a lot and take too much time and resources to organize its security and storage. 

Another issue is that using too few rates may also cause trouble - a lack of information to analyze may lead to the situation where one side will think that its partner is cheating, while another side will have no possibilities to prove the performance improvements. 

Your main goal is to set up clear and comprehensive guidelines for reviewing and improving the metric measurement, so both parties may understand what they should do in every possible situation. These guidelines may be also reviewed if the circumstances create such a need, but the balance will be found only if the two sides of the contract will follow these guidelines and bear no difficulties in understanding their conditions and requirements. 

When the guidelines are set, you may operate the metrics as the customer-level objectives to find out if you can better meet customer expectations and provide better service. Follow these recommendations to select the best performance metrics for the service level agreement template for the call centers.

What if the selected rates aren’t achieved?

If the service level standards have been approved, and for some reason, its results and scores aren’t met by the vendor’s fault, the client must have the right to use the if-then penalties. In fact, penalties can be both financial or organizational, such as fines or even contract termination if some violations of the contract happen again. 

To say more, some situations don’t relate directly to the vendor’s actions, so he must not be brought to justice. Such exclusions should be included in the SLA. We mean such force majeure as emergency situations, natural catastrophes, and so on.

Chastisements should depend on two factors: service availability and quality. In the first case, we may talk about fines or other sanctions if the service becomes unavailable or too limited for customers to interact with it. Another case is when the quality of service decreases, so the product or service can’t meet justified customer expectations, agreed-on rates, and so on. 

Penalties may be divided into two groups - financial and organizational. The first group contains fines, fees, refunds, and other chastisements that are focused on money.

The second group includes various sanctions - from deal termination, free service upgrades for consumers, revising of deal’s conditions, and so on.

SLA revision

How often do you need to revise the SLA? In most cases, SLAs are reviewed twice a year or once a year, but sometimes companies prefer to review their SLAs even more often - once a quarter of the year. For start-ups and young firms, revising SLA should be organized on a more regular basis as it has a powerful influence on the company’s rates and overall performance. 

SLA should be reviewed if: 

  • Business goals have changed
  • Workforce management or workload has transformed
  • Overall performance has improved so the awaited metrics should be raised in SLA
  • Vendor changes the service or improves functionality

What advantages do the SLA offer for the call center? 

As our topic is call center SLA, let’s talk about its benefits for the contact center itself. SLA for call centers works a bit differently than it is for other industries, and we have already described where this dissimilarity lies. The main objective of the call center SLA is to push agents to provide the best customer service and meet their expectations, as well as put maximum effort into achieving agents’ goals and improving their performance. 

SLA can greatly boost customer satisfaction and experience scores as it is focused on forming agents' KPIs, and it leaves no chance for them to avoid accomplishing those scores. Another fact is call center software that offers up-to-minute analytics opportunities that powerfully cooperate with SLA conditions and allow you to control operators’ performance in live mode. 

And now we want to discuss the exact fields where SLA positively affects call center performance:

  • Better agent productivity

As agents bear the checklist of KPIs they have to meet every month, less place for a maneuver exists to avoid reaching the scores. They comprehend the potential liability for not performing the rates, so they are additionally motivated to do their best to reach them.

As an outcome, you get more hard-working employees who are focused on the upshot and don’t look for opportunities to avoid their responsibilities. 

  • Higher customer satisfaction

SLA has its objective to provide excellent customer service, so all its conditions are aimed at this goal. When the SLA metrics are in the progress of selection, you select them according to their influence on client satisfaction and potential changes in this score. Buyers are the highest priority for any enterprise, and SLA helps to focus on their prosperity.

  • Better customer experience

As SLA keeps all parties in good shape and motivates them to avoid shortcomings and mistakes, buyers achieve faster, more complex, adorable, and client-oriented assistance that has been unavailable earlier. As everyone, including vendors and workers, understands the consequences of any mistakes and the fact that the guilty partaker will pay for it, the numeral of unexpected occasions strongly decreases.

  • Capability to set long-lasting goals

SLA contains most metrics that relate to the across-the-board call center performance. These scores aren’t stable, and as the department scales up, gains new leads, and develops unexplored bearings to the enterprise processes, it is a moment to set more ambitious goals. Thanks to SLA, it is easy to implement: you just increase the KPI (Key Performance indicators) rates and make agents reach them for the chosen period. 

  • Opportunity to fit customer expectations

When you are revising the prerequisites of the SLA, you have to take into account the client's anticipations. If your department is a young business that fastly grows, such a revision may take place once a month, so you can include more flexibility into firm processes and achieve the goals faster. It also influences such a goal as meeting the customer expectations, as every revision may bring your nearer to the target audience’s wishes. 


SLA is one of the vital instruments for BPO and a call center BPO too. It is the guideline and a straightforward checklist of responsibilities, commitments, liabilities, and penalties for two companies, where one is the contractor, and another is the consumer. BPO has almost no dissimilarity from classic outsourcing, but contrastively it is more regulated, detailed, and constantly a long-lasting alliance between two firms. 

Why do most businesses come for BPO instead of investing in their own specialists and units? Well, firstly, it is cheaper to outsource some processes to real professionals than to train, teach and prepare the entire department from zero. Secondly, it’s faster - for some firms it is vital to start some processes immediately than to invest hundreds of thousands of dollars in long-lasting projects that give no guarantee of success. Finally, outsourcing is easier to control - and it is the merit of the SLA. 

SLA contains all necessary factors that are irreplaceable in the outsourcing process, so the customer may put into the agreement all the metrics, goals, objectives, procedures, and especially terms and penalties for their violation. As a result, the business gets an experienced and professional vendor who has agreed to provide first-class service in the bilateral deal that gives him no chance to fail. What could be better in case of saving operational costs and implementing new approaches? 

Service-level agreement template to prepare for call center outsourcing and more

Sample one

This Contract for Services is made effective as of September 03, 2020 , by and between of 5 , (the "Recipient"), and of , , (the "Provider").

1 . DESCRIPTION OF SERVICES. Beginning on September 03, 2020 , will provide to the following services

(collectively, the "Services"):

2 . PAYMENT. Payment shall be made to Provider in the total amount of $0.00 upon completion of regular payments of

$0.00 per until termination of this Agreement.

shall pay all costs of collection, including without limitation, reasonable attorney fees. In addition to any other right or remedy provided by law, if fails to pay for the Services when due, has the option to treat such failure to pay as a material breach of this Contract, and may cancel this Contract and/or seek legal remedies.

Sample two



This SERVICE LEVEL AGREEMENT (“Agreement”), dated April 5, 2021, is made by and

between Rose A. Landers of Zuitt Tech Support at 365 Simons Hollow Road, Avoca,

Pennsylvania 18641 (“Service Provider”) and Alisson M. Easterbrook of Sandcastles

Game Center at 3530 Spring Avenue, Philadelphia, Pennsylvania 19103 (“Client”),

collectively referred to as “Parties”.

Services and Support Covered

Whereas, the Client depends on IT equipment, software, and services (“IT Systems”) that

are provided, updated, and maintained by the Service Provider. Some of these items are

required to ensure the success of various business transactions and operations.


As we have already mentioned, SLA is an important instrument for setting the responsibilities and liabilities between two enterprises or customers and vendors, who decided to make some business together. It should always contain understandable, reachable, and realistic performance measurement rates that can be both measured by the vendor and achieved by the employees or service providers. SLA has various kinds, such as multilevel, internal, and external ones. SLA should be reviewed at least once a year, while for young businesses the revision should be organized at least once a quarter. 

SLA for the call center industry works differently, it covers relationships and bilateral duties, and performance rates for employers and agents. As a result, it helps to boost agent productivity, decrease abandonment rates, process more calls, increase FCR rate, and so on, provides better customer experience, and higher customer satisfaction, and allows set long-lasting goals and meet customer expectations. 

SLA is an irreplaceable part of the BPO process as it is the most important agreement between vendor and customer. For call center BPO it is also necessary to use. 

Call center SLA works great only if you can measure all aspects of the contact center’s performance, so you need complex and well-developed software that is able to track agents’ performance, and customer satisfaction and provide customers with opportunities to evaluate the quality of the service. We invite you to have a closer look at such a solution - a VoIPTime cloud-based call center that covers all the needs of the modern contact center.

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