In groups, discuss the SLA in the appendix and explain how to:
Implement company specific service levels for this SLA
How implementation processes will be monitored to ensure compliance
How to ensure and measure whether service level timeframes and targets are consistently met
Identify potential constraints that would make it difficult for you to meet and maintain service levels. Remember to consider power outages and power sharing, strikes, theft of telephone cables making it difficult to make and receive telephone calls, etc.
Discuss an inbound call centre of your choice using the same headings.
Discuss an outbound call centre using the same headings.
This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.
Grading can be reviewed and adjusted.
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