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Article : 7 Tips To Build An SLA For Your Call Center Service Provider

#contactcenterworld, @31WestGlobal

For a call center or a contact center, SLA is an important document. Service Level Agreement (SLA) is the commitment to the client by the contact center provider. The commitment to maintain a certain standard of service during the tenure of the engagement. SLA also defines the extent of accessibility of a contact center to their client. As a result, whenever clients execute the agreement with a contact center, the SLA is documented in bold. Service Level creates a huge influence on the overall service quality, which in turn directly influences the revenue of the client & call center provider. So, if your call center service provider has been showing trends of breaching terms of SLA, then it means that service standard is not in accordance with documented SLA. Before it gets worse, you can follow the tips given below to build an SLA. These tips could be also used for creating SLA from scratch.

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1. Assessment of current requirement: You have to develop an estimation based on the current requirements. For example, how many customers you have? How many calls expected in a week, month and quarter? What will be the required headcount to service the calls? What will be the duration of service availability? These are some of the basic estimations you have to make, which will help you to build the SLA for the call center service provider. In case you have already created an SLA but it was not effective, then probably you need to take stock of the current situation. It is possible that the mentioned estimations have changed, and now created SLA is no longer effective. For example, customer base grew and as a result, even call volume grew. In this case either you can make some changes to existing SLA or create a new one based on key estimations. One of the best ways to overcome an ineffective SLA is to survey the customers which will let you know about the shortcomings in service.
2. Assess the capacity of the call center service provider: In case your existing SLA has been ineffective or you are building up a new one from scratch, you need to assess the overall capacity of the call center service provider. This includes workforce availability, quality of service, hours of operation, analysis of historical data. You might ask for unclassified reports which will show the historic call volume trends, along with the call handled during a particular period, historic data on service level, agent availability, agent logging time, agent talk time. These reports will help you to understand, that whether the current workforce of the call center provider can handle the given SLA or not. Alternately, based on these reports you can set a realistic SLA. In case the SLA has not been effective, these reports will help you to analyze where it has actually failed. In other words, you can actually do a root cause analysis if an existing SLA has been ineffective.
3. Realistic and Achievable: Just imagine, what an unrealistic SLA can do? It can kill the service quality completely. It can degrade the overall performance, and at last, you will have only dissatisfied customers. An unrealistic SLA could be something like 95 percent of calls should be answered within 20 seconds of landing. Now, this is going to be difficult. It might be achievable in a shorter term, but in a long run, this is going to be simply unachievable. Another an example will be picking up the call within 5 seconds of landing. One or two times, an agent might be able to answer the call within 5 seconds of landing, but can that be maintained for a quarter or a complete year. The answer is no. It is not possible. Moreover, this kind of unrealistic targets put a lot of pressure on the agents or the employees, and as a result, their performance degrades as well. As a best practice, always consider the call forecast trends and agents available for setting the SLA. This will help you to set a realistic as well as achievable SLA.

4. The proper definition of terms & conditions in agreement: Before commencing the operations, the client executes an agreement with the call center service provider. Clearly define which are the services which will be provided by the call center, and the ones which will not be included. This would mean that SLA will be applicable only on those services. Apart from that the service availability needs to be defined, that means the hours of availability, whether it will be available after hours or not, whether availability will be there during holidays or not etc. The penalty clause should be clearly defined and communicated to the call center provider. This would mean that if the SLA level drops to the mentioned percentage in the agreement, then the service provider has to pay penalty. A penalty clause is important, as it keeps a check on the SLA.
5. Optimization of the Occupancy Rate: Occupancy rate is the amount of time an agent spends on call and after call work (like updating notes, creating records on CRM tools, updating existing records etc.). The SLA is inversely proportional to the occupancy rate. If the occupancy rate is high then it means fewer agents are available for calls, and the caller has to wait in the queue. This ultimately lowers the SLA. Training the agents, providing them on-call support and timely interventions can reduce the occupancy rate and improve the SLA.
6. Define proper procedures: A complete set of procedures need to be defined, which needs to be followed right from the time the call has landed. This is also known as SOP or Standard Operating Procedure. SOP needs to be designed in such a way so that it optimizes the SLA. Also, the escalation process should be defined in case the SLA falls below the documented level.
7. Improvements in Call Forecasting: Proper, if not accurate call forecasting always help to maintain the SLA. If the forecasting is not correct, it can result in a spike of call volume thus lowering the SLA. Consider the key inputs for forecasting, such as upcoming product promotions and event, holiday seasons, industry trends, sudden changes in the environment etc. A comprehensive call forecast ensures proper availability, which in turn help in maintaining the SLA.
Service level agreement legally binds the service provider and the client, that functions as enforcement on the service provider to maintain the agreed level of service. Hence, it is extremely important to build up the SLA before the commencement of operations and execute it in form of an agreement between the two parties. The client sets his expectation to the service provider in the form of an SLA, while the service provider becomes aware of the client’s expectation. Hence, it could be said that SLA forms an important entity of call center operations, and it also provides a layout to the overall service structure.

About Sanjay Kumar:
Sanjay Kumar living at San Francisco, USA, associated with 31west global services

About 31 West Global Services:
Company Logo31West, a 24/7 Call Center Outsourcing Company, who've been serving small & medium businesses in the US for the past 17 years, has a USP of low price services and after hours coverage
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Today's Tip of the Day - Quality Provided By Agents

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More Editorial From 31 West Global Services

Published: Monday, February 11, 2019

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2022 Buyers Guide Cloud Contact Center Solutions

Page: 1234
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Premium Listing
iNextrix Technologies

iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)


Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government.

Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.


Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.


Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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Page: 1234

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