An SLA should define what the provider must deliver, how it is measured and what happens when performance misses the target.
Every metric should include a definition, data source, measurement interval, exclusions, target, reporting frequency and remedy.
Common SLA areas include operating availability, service level, average speed of answer, abandonment, QA, CSAT, first-contact resolution and staffing adherence.
Abandonment Rate = Abandoned Contacts / Offered Contacts
Avoid optimizing one metric at the expense of another. Extreme AHT pressure can damage resolution and CSAT. Remedies may include corrective-action plans, service credits, fee-at-risk structures, escalation and termination rights for chronic failure.
Build a comparable outsourcing SLA.
Related buying resources
When payment information enters the workflow, review PCI considerations for call centers as part of the security requirements; this is not a compliance certification.