Partnering with a provider of cloud-based contact center infrastructure can feel a bit like buying or leasing a new car: Everything tends to go swimmingly until it’s time to sign a service-level agreement (SLA). Then, the sales associate unleashes a document longer than any textbook you had to read in college, full of important information cleverly hidden in the tiniest text possible.
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For Cloud-Based Contact Centers
All of the vendors have a standard contract that they would like their customers to sign. This document is designed to give them great flexibility in all areas, including service level agreements (SLAs). Prospects are cautioned to carefully review the service level commitments that vendors are willing to make, as they are likely to be slanted in the best interest of the vendor and not users.
You wouldn’t hire someone to manage your contact center without going over every detail of the specific tasks he or she will oversee and how you will benchmark the individual’s progress. So when you outsource pertinent call center duties to a cloud-based contact center, you need to approach your contact center service-level agreement (SLA) in the same meticulous manner as if these duties were going to someone in-house. That’s because the contact center SLA will formally define how the provider will manage your contact center’s network.