They reflect factors controllable
Posted: Sun Mar 16, 2025 9:30 am
Prover response time: the speed with which the prover responds to a customer problem or request resolution time: how long it takes to resolve a problem after it is reported abandonment rate: the percentage of calls on hold that customers hang up before getting a responsebusiness results: the impact of the service prover on business performance kpiserror rate: the percentage of errors in the services proved, including programming errors and missed deadlines
First call resolution: the percentage of customer calls that are resolved chinese overseas canada database without needing to call back average time to recovery: the time required to recover service after an interruption how to select the kpis of an sla? In a sla,metrics dictate the times, parameters, and deliverables of each,party involved therefore, when defining metrics for an sla, it is essential that these are simple, clear and easily collected to avo unnecessary costs and confusion
Key conserations for selecting metrics in an sla are highlighted here: simplicity and relevance: choose metrics that reflect crucial aspects of the service and are easy to measure use automated systems whenever possible to ensure the reliability of data collection motivating correct behavior: metrics should encourage desirable behaviors from both parties make sure by the prover and do not unfairly penalize for issues beyond their control feasibility and minimum administrative burden: select metrics that can be collected automatically and that do not require a disproportionate effort to track
First call resolution: the percentage of customer calls that are resolved chinese overseas canada database without needing to call back average time to recovery: the time required to recover service after an interruption how to select the kpis of an sla? In a sla,metrics dictate the times, parameters, and deliverables of each,party involved therefore, when defining metrics for an sla, it is essential that these are simple, clear and easily collected to avo unnecessary costs and confusion
Key conserations for selecting metrics in an sla are highlighted here: simplicity and relevance: choose metrics that reflect crucial aspects of the service and are easy to measure use automated systems whenever possible to ensure the reliability of data collection motivating correct behavior: metrics should encourage desirable behaviors from both parties make sure by the prover and do not unfairly penalize for issues beyond their control feasibility and minimum administrative burden: select metrics that can be collected automatically and that do not require a disproportionate effort to track