Service-Level Agreements (SLAs)
Rob Bayer, President & COO of Anomaly Squared, joins Greg Reffner to talk all about SLAs.
Why SLAs?
Because it’s the definition of a true partnership and critical in creating overall customer satisfaction.
What are SLAs?
A service-level agreement (SLA) sets the expectations between the service provider and the customer.
It goes over the services to be delivered and the metrics by which the effectiveness if monitored and reviewed.
Key takeaways from Rob on SLAs
1. Asking agents for feedback can positively impact SLAs
It’s simple, yet often forgotten about.
Your agents are on the front line and will have more insights than you realize, especially when you’re onboarding a new customer.
2. Setting upfront expectations with open communication
Having upfront conversations with prospects and customers about what needs to happen in order to meet the agreed-upon SLAs is a must.
If they don’t have any historical data and you are unsure, make sure to set the expectation that the first couple of weeks will be testing grounds in order to get a baseline.
3. Don’t try to squeeze out more profit in the beginning
Overstaff the first week or two for your new customers. Ensure more agents are trained so you have backup options.
One of the worst things you can do is be understaffed – especially with a new customer. It causes tension between your employees and your new customers.
Spend a little more time and money upfront to establish a good relationship that you will benefit from more in the future.
P.S. Open communication and transparency will go further than you realize. Remember, at the end of the day, it’s about a human-to-human connection.
