The economy has certainly changed the nature of the service level agreement (SLA). What used to be a formality now has the capability of becoming a powerful tool for ensuring successful outsourcing partnerships. In other words, it can help you cut costs.
Today – more so than in the past – companies should not be afraid to ask their outsourcing partners for updated SLAs, and more data, both qualitative and quantitative.
It’s the data that really matters – data such as:
- Abandonment rate
- Queue times, hold times
- Call duration
- Estimated hard-dollar savings
- Customer satisfaction and feedback
- Downtime analysis
- Call complexity
Using qualitative and quantitative reporting methods can provide IT leaders with proof of ROI and show value behind dollars spent.
This should be a focal point for every IT department, when many end-users (or customers) operate under the incorrect assumption that the IT help or service desks serve just a few purposes: resetting passwords, maintaining network connectivity, or putting out computers that are on fire.
Choosing the right outsourcing partner and putting strong SLAs in place can rejuvenate the image of the help desk in no time, which, in turn, makes for a better bottom line.
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