As an important call center performance statistic, SLA is the goal for how quickly agents should handle a portion of customer calls. It can be set external, as your call center’s promise of maintaining a certain standard of service to your customers, or internal, to monitor and measure your call center’s performance within your organization.
In Yeastar’s call center solution, SLA refers to the percentage of conversations answered within a pre-defined amount of time. Suppose that the goal is to answer 80% of calls within 20 seconds. If the SLA is below 80%, the supervisor will quickly know they are outside their target Service Level.