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strict SLA's

The Service of Level Agreements differ according to our customer’s specific requirements. Typical SLA’s are:

  • Calls: 80% within 30 seconds and less than 5% abandoned
  • E-mail: answered within 48 hours
  • Mail: answered within 3 working days
  • First contact resolution: more than 90%
  • Transfers to second line: less than 3%
  • More than 90% of the calls coded with an accuracy of more than 90%