SERVICES

Service-level are critical for the success of any outsourcing initiative as they set expectations for both parties – the outsourcer and the customer

We cater to the following SLA parameter's:

• Operating days and hours
• Definition of work
• Processes and procedures
• Agent quality
• Agent coaching
• Agent training
• Escalation procedures
• Technology
• Uptime requirements and performance
• Backup and contingency
• Reporting
• Transaction handling
• Security