Managing SLA Policies To Meet Customer Commitments
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Understanding CUGIC SLA
ManagementA Service Level Agreement (SLA) is a plain-language agreement between customer and agent that states the services you deliver to them in order to measure the average response rate and resolution times of the queries. Providing support based on service levels guarantees that you are offering the measured and committed services.
You can define SLA service targets in CUGIC Support so you and your agents can monitor your service level performance and meet your goals. CUGIC Support highlights tickets that do not meet the service level targets so those problems can be addressed and identified instantly.
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Every SLA policy consists of:
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A set of conditions that a ticket
must satisfy to be eligible for SLA Policy -
The target time for each desired
metric and priority value -
One or more metrics that you want
to measure -
Measurement of targets in business
or calendar hours by priority value
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SLA Management- Solve Tickets, On Time & Every Time
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Customer Commitments
Clearly defined promises reduce the chances of customer disappointment.
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Performance Indicators
Performance indicators help agents improve the customer service process as the objectives are made clear and easier to measure.
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Reporting
Report generation becomes easier for tracking, managing and measuring tickets handled by agents.
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CUGIC is determined to deliver top quality customer service:
- Motivated to enhance customer satisfaction
- Support requests responded within a given time frame
- Requesting feedback for improvement
- Periodic review and monitoring performance
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