Service level agreements for call centers are nothing short of a must, as there are many quantitative metrics such as response time, wait, and first call resolution (FCR), which clearly show the quality of the service provided. This checklist is suitable for customers of both service providers. Our conditional logic function adapts the checklist according to who you are. “Every service provider you choose should be more than happy to create an SLA with you. However, an SLA is not enough. Always remember to check the contract if your business is growing or changing….