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Service Level Agreement (SLA)

noun

What is Service Level Agreement (SLA)?

A Service Level Agreement is the percentage of tickets that are addressed according to what you say on your website.

CS Industry Terms

Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Deflection
First Response Time (FRT)
Lifetime Value
Net Promoter Score (NPS)
Omnichannel Communication
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)

Better relationships through service

Better service through technology

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