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In this context, neutral language is key to ease communication. Simplify the creation of SLAs Instead of creating long and complex SLAs, set simple and shorter versions, so you can analyze their flow and the customer can understand them. This action makes the workflow more appropriate to optimize each task your team must do. Define which tickets have higher priority Imagine that, during a work shift, one of the headsets stops working in an important call and the CRM access goes down. Your IT manager will receive two tickets at the same time. So which one to prioritize? Answering this question requires you to define the different ticket priorities in advance, as the weight can be higher or lower depending on the circumstance.
In the example above, access to the CRM would be a higher priority because it affects everyone’s work, while the damaged headset concerns only one person. However, if the call is to talk to a customer who is about to churn, that priority might be higher. Determine Denmark Phone Number Data days and times for SLA tasks A customer may get frustrated when they contact you and do not get a response. But what if they made contact on a Saturday midnight instead of If your company operates Monday through Friday during business hours, it has to be clear in the SLA. This way, customers are aware that your team will only perform tasks and requests during the given days and times. On the other hand, if the service is outsourced and provides 24/7 support, it is still essential to insert in the contract what types of services are provided during and outside business hours.
This way, customers and everyone inside the company know what to expect. What are the benefits of creating an SLA? To help you know the benefits of an SLA, we have listed the most important ones below. Improved communication A smooth communication between the two parties of a contract is essential. This is why the SLA is so important in this regard. After all, it states clearly all the terms of service. Retention Suppose you have ever had to change employees in any area of your business. Then you know that it is difficult to establish a long-term professional relationship, right? The same goes for your clients. But don’t worry because this problem affects many other companies as well. That is why a well-structured SLA is effective in building loyalty. Since both parties know the obligations they need to meet, trust is increased. Improved service Hired services become more organized after the elaboration of an SLA because they start to follow a standardization.
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