Call Centre Agreement Template

CONSIDERING that the contract stipulates that an agreement on the level of service is a precondition for extending the duration of the contract; and the term average chat time (TCA) is considered only when an operator is in line with a customer, including call storage times. According to Call Work (ACW) in the amount of work done by a call center specialist after the end of a conversation with a client. This process describes the general actions for a particular task. B for example, recording customer data in the database and changing the “ready” mode. Average Time to Abandon (ATA) is an indicator of an average time before the call decline. It covers the period between the date of the telephone and the unanswered stop. It is interesting to note that some clients are willing to wait a long time, while others give up at the first minute – but contact centre staff have learned to measure people`s patience and other indicators. There are also other major service level agreement metrics that are used to determine the level of service in call centers. For example, the average time to receive the call is counted from the date a customer logs in with a call center specialist until the operator uploads the data about that customer to the database after the call ends. When the CALL centre ALS is adopted, a company approves the after-sales service rules. All employees of the company who interact with customers are required to sign ALS. Whether it`s a contact center specialist, an account manager or a distribution assistant, everyone must recognize the SLA customer service accepted by the company and strictly follow the established rules.

It seems obvious that these rules should be followed by the staff concerned and that they should not even be discussed. Nevertheless, the service level agreement is useful to put these rules even more in stone and ensure the highest possible quality of service. The preparation of the contract is one of the most important aspects of the entire outsourcing process. A client company wants to be able to rely on the Service Level Agreement (ALS) to meet the requirements and clearly state all payment and productivity standards. There are many similar formulas that allow statistical data collection. With their help, call centers calculate the success rate of completed tasks and the overall evaluation of team performance, and they also try different customer communication strategies – because if a team signs a mandatory official document such as the SLA kit, it must meet the corresponding standard. As part of this agreement, there are a number of clauses governing the provision of call centre services to the client company. Service levels are clearly defined as reporting and monitoring requirements. With regard to training, this document entrusts responsibility for training the service provider and providing specific training materials to the client.

Signing ALS is a necessary element in the case of BPO, especially when it comes to companies that provide contact center services – statistics are very important in this area, so ALS call centres are very thoughtful with respect to productivity indices. Executives of these companies are always looking for new tips and tricks for customer service and potential customer communication. They track indicators of customer reactions to different forms of addressing, types of phrases, etc.


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