SLA or ''Service Level Agreement''
falls within the critical KPIs of every vendor and business.
Every business owner that has a contact center of any kind regardless of big or small should take advantage of measuring SLA.
Inside call centers, SLA is usually perceived as ASA or Average Speed of Answer, however, SLA can actually mean a number of different performance indicators such as:
- Abandonment Rate: Percentage of calls abandoned while waiting to be answered.
- ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
- TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
- FCR (First-Call Resolution): A metric that measures a contact center's ability for its agents to resolve a customer's inquiry or problem on the first call or contact.
- TAT (Turn-Around Time): Time taken to complete a certain task.
- TRT (total resolution time): Total time taken to complete a certain task.
- MTTR (Mean Time To Recover): Time taken to recover after an outage of service.
Sources: https://en.wikipedia.org/wiki/Service-level_agreement
Within Call Center Dashboards you can easily track your SLA once you set it up from your 3CX Management Console.
How To Configure Your SLA Inside The 3CX Management Console
- Inside your 3CX Management Console head over to Call Queues.
- Select the Queue that you want to apply the SLA to.
- Click on Advanced
- Scroll down to Queue Preferences
- Inside Queue Preferences, you will find Configure SLA Time in Seconds
Keep in mind that SLA within 3CX measures your speed of Answer.
Example:
Your SLA is set to 15 seconds.
If a call rings for more than 15 seconds that call is considered to have breached your SLA.
All calls that are answered before hitting the 15-second mark are considered to have met your SLA standards.
As a business owner or Call Center Manager, you’re essentially looking to have the lowest breached rate possible.
Monitor SLA Inside CallCenterDashboards
Once your SLA is configured you can use your Dashboards to monitor how well you’re performing according to what you set.
Use this information to guide you and your team on how well your company Call Center is performing.
If SLA breaches are a frequent occurrence consider making changes within your contact center.