Hi,
We have just recently soft launched our new contact center . We are in the process of developing SLA's, can any one help & assitt.

Greetings,

By SLA s do you mean service level agreements?

Regards
Mahidhar

Hi,

Imran, what sort of service are you providing?


Customer Service call centre's seem to mostly have an SLA of 80% of calls answered in 20 Seconds, where as Sales calls are more like 90 in 10 or 90% in 20

Depends how importaint it is for your company to respond quickly to calls.

Si