SLAs also facilitate communication through monthly service level reviews (LRCs) that allow participants to get to the bottom of problems so they can be easily corrected. For example, a significant increase in the duration of customer calls can help detect product problems before they damage the company`s reputation. Ultimately, this helps to provide a flexible accounting service, which revolves around flexible hours, holidays and holidays. For example, when the team and I visited Cambodia for a week, we let our customers know in advance and we managed their expectations carefully. If one of your members leaves the team, this customer relationship is throughout the team. It is a relationship with your company as a whole and not with a single accountant. How do you define your services when you enter new customers? SLAs in the BPO industry are ultimately determined by the unique requirements of an organization and the metrics that are most important to its success. There really is no “One Size fits all” set of metrics. In this blog, however, we give an overview of the valuable service level metrics that companies can take into account as part of their BPO contracts. In terms of accounting functions, it is essential to close accounts in a timely and accurate manner in establishing accounts and reports leading to informed business decisions. There are several steps a BPO provider must take to hit its close-metrics. Instead of choosing one or two to highlight them, it covers all with an SLA mandate to successfully close the books within a specified time frame, ensuring that each step of the way is completed in a timely and accurate manner. The best BPO suppliers evaluate their team`s performance using agreed KPIs that are monitored and reported weekly to ensure the quality of work during the month.
These measures are monitored and declared in addition to the measures agreed for the level of service agreement. Figures are communicated to the company through a real-time dashboard and/or monthly audit. Once you`ve spoken with your client, understood their business requirements and created an ALS, it`s time to unlock them for verification. If you both sign it, you can always reverse this agreement in case of confusion or dispute in the future. You can also use it to start other conversations with your customers. Ask about their business during the discussion. What are their challenges? What do they want to accomplish? Then use this discernment to give more value and build truly valuable services. If you`re taking over an accounting client for the first time, check your service offer and every step of the way. What are you doing, what is your client doing, and who is going to make this happen? If you offer something special or otherwise, you can use this ALS to sketch the differences and reflect your final price. An ALS goes beyond your traditional engagement letter and provides a general framework for initiating other conversations that will bring you closer to the heart of your business. Service level metrics also help to put problems into perspective.
While the cause may still need to be corrected, five mishandled invoices become less alarming if it is clear that another 20,000 were properly processed during the same period.