How does SLA work? SLA is a contract between MFREIGHTS (service provider) and “you (service receiver) both referred to as parties, which outlines expected service requirements including Quality, availability, and timeliness.
Why do we emphasize SLA?
It facilitates communication between the parties. This communication starts at the beginning of the process to establish an SLA and continues throughout the lifecycle of the arrangement.
Mutually agreed standard.
It identifies customer expectations, defines the boundaries of the service provision, and clarifies responsibilities. In the absence of a shared understanding of needs and priorities, it is easy for conflicts to arise between parties. An SLA and the communication process involved in establishing it helps to minimize the conflicts between the parties and provides a means for conflict resolution should a problem arise.
There are three types of SLAs
Incoming messages from customers are assigned a response SLA setting a deadline for an agent to reply to the customer. Response SLAs ensure that customers aren’t left waiting around for a reply or an update. The time to first reply is an especially important SLA because it also serves as an acknowledgment of their inquiry. Once customers know that a human agent is looking into the problem, they are much happier waiting for a resolution.
How does SLA work? Each unique issue or report is also assigned a resolution SLA which sets a deadline for when the ticket needs to be closed or resolved. Resolution SLAs ensure that the customer is actually getting their issue resolved with quality responses and action, not just quick responses.
Some specific issues might require more urgent responses or resolutions, such as outages or service issues. Issue-based SLAs assign specific deadlines to specific types of tickets.
As and when you grow, setting multiple SLAs becomes imperative to keep all types of customers satisfied. Not all customers and issues are urgent.
Few common Multiple type SLAs are
Define business hours across time zone and geography, depending upon your agent’s availability and where your customers are located.
Offer Priority support and response time in accordance with your subscription plan and make sure the customer gets the quickest response.
Types of Issues
Define issue types and prioritize urgent issues with stricter SLAs and make sure agents are dealing or escalating in the right order.
Does MFREIGHTS have OLAs?
An Operational level agreement is an agreement between teams and desks within an organization. MFREIGHTS, we have multiple OLAs to track team performance and make sure they adhere to standards expected by our customers.
What can you expect MFREIGHTS?
So how does SLA work? Determining the right amount of time to commit to for SLAs is a balancing act. We believe in the appropriate promise and appropriate delivery. MFREIGHTS we personalize SLA’s by customer segments and type of issue.
Eg: An outage SLA time might be a lot shorter than a request to update a pin-code
Synopsis of how we operate?
- We Understand customer segments
- Then we categorize types of issue
- We make sure to listen to customers
- Then we categorize common support problems
- And set priorities as well as escalation policies.
- And another 10 steps….
How do we deal with uncommon issues?
We have escalation paths so end customer gets what they need
Tools we use or we emphasis our customers to use can automatically escalate tickets to superior for follow-up and investigation into what happened. If that escalation doesn’t resolve the issue, tickets can be escalated up the management hierarchy to make sure that it’s taken care of.
Internal & External reporting
Understanding how often and when our team is missing SLA deadlines is critical to us in order to improve your customer experience and How does SLA work? We use/suggest the industry best help desk software to dive into delays, uncover the reasons and trends behind them, and identify where gaps need to be closed.
We keep you informed
We ensure that our teams are consistently hitting targets, but things happen. MFREIGHTS we believe in transparency, bad news delivered now is better than bad news much delayed.