Growth · Part of Client Billing
SLA scorecard
Two automated SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) KPIs, schedule adherence and coverage, scored against targets and surfaced to the client, with slots for QA (Quality Assurance: the program that scores and reviews agent interactions.) and CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) as those automate. The contract-performance view clients ask for first.
For the operator
The client portal shows SLA attainment for schedule adherence and coverage, computed automatically from operational data and scored against targets, with labeled placeholder slots for QA and CSAT until those automate. Operators configure the targets; the KPIs update from the same tables that run scheduling, so there is no separate scorecard to maintain.
Business impact
Demonstrable SLA performance is what renews BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.) contracts, and clients want to see it without asking. An automated scorecard over real adherence and coverage data gives clients proof of performance and gives operators an honest, low-maintenance way to show it, with a clear path to a full KPI set as QA and CSAT automation lands, rather than a slide deck assembled by hand every month.