Set a good base number. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. A service-based ALS is more of a bar. Here, when registering for a particular service that the provider offers. The above focus is mine, but it could have appeared in the original text. If you re-read this offer, you will see that the use of service level agreements is the only fixed hardware action element that Carucci indicates. In order for ALS to have a “bite,” the non-level of service must have financial consequences for the service provider. More often than not, the integration of a service credit system is the most common way to achieve this.
In essence, the service provider pays the customer an agreed amount that should be used as an incentive for performance improvement if the service provider does not meet or credit the agreed service standards. These service credits can be measured in different ways. Like what. B, if the 99.5% level for reports is not met, ALS could include a service credit, which is granted some price reduction for each performance gap of 0.5% per week. Service credits may also be granted if z.B. three or more errors occur to complete a level of service over a period of time. Here too, each level of service must be considered individually and a reasonable level of credit must be agreed between the service provider and the customer if the agreed level is not reached over a period of time. It is important that the service credits are adequate and that they encourage the provider to do better and that they enter early enough to make a difference. The best BPO suppliers evaluate their team`s performance using agreed KPIs that are monitored and reported weekly to ensure the quality of work during the month.
These measures are monitored and declared in addition to the measures agreed for the level of service agreement. Figures are communicated to the company through a real-time dashboard and/or monthly audit. Many of the software services you use are based on SaaS: Trello, Slack, Process Street, Salesforce, Quickbooks, HubSpot and more. I assume you have used at least one of these tools. Define carefully. A supplier can optimize ALS definitions to ensure they are met.