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I am planning to outsource to a domestic call center. I am having difficulty framing my service-level agreement (SLA) and the outsource contract. Could you offer some advice or a service-level agreement template?

I am planning to outsource to a domestic call center. I am having difficulty framing my service-level agreement (SLA) and the outsource contract. Could you offer some advice or a service-level agreement template?

4/10/2007

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Question
I am planning to outsource to a domestic call center. I am having difficulty framing my service-level agreement (SLA) and the outsource contract. Could you offer some advice or a service-level agreement template?

Answer
Service-level agreements (SLAs) are critical for the success of any outsourcing initiative as they set expectations for both parties – the outsourcer and the customer. Many vendors have service-level agreements and you can ask your vendor for theirs, as a starting point. Keep in mind that an outsourcer’s service-level agreement will prioritize their needs over yours. Use this as a service-level agreement template:

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