Glossary
Service Level Agreement (SLA) is a fundamental agreement between service consumer and service provider that defines key performance indicators for measuring system’s performance, minimal limits for system productivity, duties and responsilbilities of both parties.
A Call Center Service Level Agreement (SLA) is a contractual commitment defining the performance standards and expectations between a service provider and its clients. It typically outlines parameters such as response times, resolution rates, and overall customer satisfaction benchmarks, ensuring that the call center consistently meets agreed-upon service levels to deliver a high-quality customer experience.
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