Can anybody come up with an example that how SLA and AHT is calculated ?

Question Posted / majar alam

1 Answers
5037 Views
bKash, Hero BPO, IKF, Wipro, I also Faced
E-Mail Answers

Can anybody come up with an example that how SLA and AHT is calculated ?..

Answer / syed arief hussain

Service level: The performance of a system compared to predefined goals using metrics such as seconds to answer, handle time, and service up/down time.
Service-level agreement: A contract where service providers commit to delivering a set standard of service to clients and/or customers.

The Average Handle Time KPI measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports. You can use this KPI to measure individual agent performance or to measure your call center's performance across the board. Average handle time is used as an indicator of call efficiency and should be taken into consideration alongside call resolution rate and cost per contact KPIs.

Is This Answer Correct ?

0 Yes

0 No

Post New Answer

More Call Centre AllOther Interview Questions

what are the personel characterstics and qualities that you would bring to this position that would be paticularly helpful in fulfilling the responsibilities of this position?

0 Answers

I left job in january 2010 .Hr asking why u left. What answer i should i answer i was in the house .Ii m graduate

6 Answers ANI Technologies, EXL, MD India Healthcare,

How will you describe the color pink scarf to s blind?

3 Answers IBM,

How will you manage your study?

0 Answers FirstSource,

what do you know about customer service?

41 Answers BPO, Genisys, HSBC, Marketing, Omni Globe International, TCS, TelePerformance, Vodafone, Wipro,