Introduction
Customer service is one of the most important factors for a company’s success, as it has a direct impact on customer satisfaction.
Satisfied consumers are more likely to make new purchases from the company, recommend it to others and even pay more for its products or services.
In this sense, the service SLA is used to improve this service, defining levels of quality and availability of service.
What is a service SLA?
SLA, or Service Level Agreement, is an agreement between the company and its customers that establishes the levels of quality and availability of a customer service.
This agreement defines, for example, the maximum waiting time for service, the number of contact attempts, how problems are resolved, among other aspects.
The service SLA is an important tool for guaranteeing customer satisfaction, as it establishes clear expectations about the service and thus prevents customers from expecting something they won’t receive.
When the customer knows what to expect from the service, there is less chance of frustration.
A well-implemented SLA can help reduce customer complaints, increase satisfaction, make the job of customer service professionals easier and even reduce costs in this sector.
How important is the SLA in customer service
As we’ve seen so far, the SLA is important for improving customer service and guaranteeing customer satisfaction. It is also important for guiding customer service professionals, as it establishes a standard to be followed, which helps to guarantee the quality and consistency of customer service.
Types of SLA
There are different types of SLA, which can be classified according to their purpose or target audience.
- Availability SLA: defines the maximum time a service must be available for use;
- Response time SLA: defines the maximum time for a call to be completed;
- Resolvability SLA: defines the maximum time for a problem to be resolved;
- Satisfaction SLA: defines the level of satisfaction a customer should have with the service.
5 benefits of an SLA
Implementing an SLA can bring several benefits to your company. We’ve listed 5 benefits of an SLA below:
- Customer satisfaction
The SLA helps to ensure that customers receive quality service that meets their expectations, which helps to increase their satisfaction with the company.
- Reducing costs
As well as having a positive impact on customer satisfaction, the SLA can help reduce service costs, as it prevents the company from having to carry out unnecessary activities or those that don’t meet customer expectations.
- Service optimization
The SLA also helps to optimize the work of service professionals, as it provides a standard to be followed. Thus, through standards that facilitate service, this service becomes even more satisfactory for the customer.
- Increased revenue
The SLA also contributes to increased revenue, as satisfied customers tend to continue consuming the products and services, upgrading or making additional purchases, as well as promoting the brand to others.
- Better company reputation
The SLA also helps to improve the company’s reputation through referrals and positive reviews on websites and social networks.
How to calculate the service SLA?
The SLA can be calculated using the following formula:
SLA = (number of calls made on time / total number of calls) x 100
For example, if a company carries out 100 calls and 90 of them are completed on time, the company’s SLA is 90%.
How can Scooto help your company improve its customer service?
Scooto has stood out in the customer service sector by delivering results above the market average.
These results reflected the registration of 60 new clients, 226 new Scooteiras, 40 operational extensions and more than 2.5 million tickets resolved in 2022.
With a focus on solving problems and resolving customer pain, our goal is to generate a positive experience for our clients’ customers and offer strategic vision to operations .
Scooto can help you improve your company’s customer service through:
- Pre-sales: engaged prospecting with prior study of the lead’s profile and needs.
- Sales: construction, execution, routine follow-ups and CRM updates;
- Customer support: humanized support focused on the solution and the customer experience.
You can also count on Scooto ‘s quality to improve your company’s service!
Contact an expert and transform your service through humanization and strategic intelligence.
