How SLA is different from KPI ?
Experienced in Service Level Agreement (sla) ? A service level agreement (SLA) is a written contract between a service provider can be either internal or external and the end user that defines the level of service expected from the service provider. SLAs are output-based. Their purpose is specifically to define what the customer will receive such as quality, availability, responsibilities are agreed. Good hands on knowledge on the Service Level Agreement (sla) will put you ahead in interview. Every where, we can find job opportunities for this position. Wisdomjobs has interview questions which are exclusively designed for employees to assist them in clearing interviews. Service Level Agreement (sla) interview questions and answers are useful for people who are good at Service Level Agreement (sla).
As a navigational tool, a KPI can highlight areas of the business that might be veering off track to hit a defined objective. Similar to how a doctor needs to get information about vital stats of a patient prior to recommending treatment, a leadership team can use KPIs as critical pieces of information to make business decisions.
When a SLA is in place, the service provider and the customer would regularly assess, communicate and adjust actions to adhere to the agreement. While a SLA might become a part of a legal contract, a contract isn’t necessarily a SLA because contracts can be finalised without outlining any services levels.
SLAs are different to KPIs. SLAs are documents that outline the wider service agreements between a service provider and its customers, while KPIs are generally used to measure the performance of companies against their strategic goals. However, KPIs can form part of a SLA to measure the delivery of the defined service standards.
For a service provider, it often also means that the metrics defined in their SLAs become important KPIs they will monitor and report as indicators of their overall strategic business performance.
It’s important that SLAs include meaningful measurements so both the service provider and the customer can clearly assess performance, this is where some overlap occurs between SLAs and KPIs.
How to Prepare for A Call Centre Job
The top 50 interview questions
I came across this article on the website, that really helped me prepare for my interview: Top 50 Customer Service Interview questions – with answers: Top 50 Customer Service Interview Questions – with Answers
It covers the main questions that will be asked in a ‘call centre’ interview, and how to prepare answers for them. The last question in the list asks “Please outline and describe your current targets and KPIs “How do you ensure you achieve these?”
More questions – for practice
There is also this article, Top 10 Customer Service Team Leader Interview Questions which are interview questions for a team leader position, but are relevant for most positions in the contact centre.
We also have an article that shows the top KPIs that companies are using: The Best KPIs to Use in Your Call Centre
Ready for ITSM at high velocity?
SLAs (service level agreements) are notoriously difficult to measure, report on, and meet. They can also be difficult to configure and change in many service desks. Still, it’s important to track your performance against top objectives, and SLAs provide a great opportunity to improve customer satisfaction.
FAQ
What are KPI and SLA?
How is SLA different from KPI?
What are the 4 aspects of SLA?
