Service levels refer to specific performance benchmarks and agreements that outline the expected quality and efficiency of services. These examples illustrate the diverse nature of service levels in BPO, covering aspects such as speed, accuracy, compliance, and customer satisfaction to ensure that outsourced processes meet or exceed client expectations. Some examples of service levels in various BPO contexts:
Response Time
First Call Resolution (FCR)
Average Handle Time (AHT)
Customer Satisfaction Scores
Abandoned Call Rate
Data Accuracy
Transaction Processing Speed
Regulation Compliance
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