Question: How Is SLA Calculated In BPO?

What is a good AHT?

The resulting 28 minutes is the average handle time — way over the industry standard.

According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds.

A similar formula can be used to calculate similar metrics from other channels, like messaging and chat or email..

What is the formula for AHT?

To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT. AHT can be assessed per agent, per department, or across the organization.

What is SLA formula?

In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. … The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100. (For example you have 5000 calls offered during a month and 4250 are answered within Y seconds: (4250/5000) * 100 = 85.

What is SLA full form?

A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.

What is KPI and SLA?

KPIs provide information on the efficiency and success in meeting organizational goals or expectations. While SLAs are used to ensure that service level metrics don’t fall below certain metrics criteria, KPIs help ensure that specific performance improvements and results are met adequately or exceedingly.

How do you calculate incident SLA?

Calculating SLA: Incident ManagementIn Some organizations SLA is calculated based on the tickets they have resolved for the period. … Another approach that organization takes is that they calculate SLA adherence based on the tickets resolved within the SLA and number of tickets created for that period.More items…•

What is SLA time?

SLA response times usually refer to how quickly you will respond to a technical issue being raised via phone, email or other methods. … When agreeing suitable response times, it is important to clearly define working hours and ensure clients know that only these working hours are included in a response time.

What is SLA and SLO?

An SLO (service level objective) is an agreement within an SLA about a specific metric like uptime or response time. So, if the SLA is the formal agreement between you and your customer, SLOs are the individual promises you’re making to that customer.

What is KPI in BPO?

Introduction to Key Performance Indicators (KPIs) Key performance indicators is the term for a type of performance metric used to evaluate how a company is progressing towards their business goals. It is one of the efforts businesses use to measure productivity using trackable numbers.

What is SLA in BPO?

A well-written service level agreement (SLA) stands as a critical component of the relationship between a client and a BPO (Business Process Outsourcing) provider.

How is AHT calculated in BPO?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What are the 3 types of SLA?

3 Types of Service Level AgreementsCustomer-based SLA. This type of agreement is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract. … Service-based SLA. This SLA is a contract that includes one identical type of service for all of its customers. … Multi-level SLA.