BPO SLA template
Keep the metrics that apply and agree the target and remedy with your provider. Targets are blank because they depend on your channel, volume and risk.
| Metric | Definition | Measured by | Reported | Target | Remedy |
|---|---|---|---|---|---|
| Service level | Share of contacts answered within the agreed time | Telephony or helpdesk report | Daily | To agree | To agree |
| Average speed of answer | Average wait before a person answers | Telephony report | Daily | To agree | To agree |
| Abandonment rate | Share of contacts dropped before being answered | Telephony report | Daily | To agree | To agree |
| First contact resolution | Share of issues solved without a repeat contact | CRM or helpdesk report | Weekly | To agree | To agree |
| Customer satisfaction | Average post-contact survey result | Survey tool | Weekly | To agree | To agree |
| Quality score | Average score on the agreed QA scorecard | QA audit sample | Weekly | To agree | To agree |
| Average handle time | Talk, hold and wrap time; track it, as a hard target can hurt quality | Telephony report | Weekly | To agree | To agree |
| Processing accuracy | Share of records or files passing audit (back-office) | QA audit sample | Weekly | To agree | To agree |
| Turnaround time | Time from receipt to completion (back-office) | Workflow report | Daily | To agree | To agree |
| Speed to lead | Time from new lead to first call attempt (sales) | CRM report | Daily | To agree | To agree |
| Security incident notice | Time from discovering an incident to telling the client | Incident log | Per incident | To agree | To agree |
Call quality (QA) scorecard
Score each line, then add the sections. The weights are an example that totals 100, so adjust them to what matters most in your programme. Any critical error fails the interaction, whatever the score.
| Section and checks | Example weight |
|---|---|
Opening and verification
| 10 |
Understanding the need
| 20 |
Resolution and accuracy
| 35 |
Communication
| 15 |
Records and closing
| 20 |
| Total | 100 |
Critical errors: automatic fail
- Shared data without verifying identity
- Misleading statement about price, policy or product
- Rude or abusive behaviour
- Ignored a do-not-call or consent requirement
BPO vendor due-diligence checklist
Ask every shortlisted provider the same questions, and ask for evidence rather than a yes or no.
Scope and fit
- Have they run this exact work in your industry? Ask for a named example you can check.
- Is the team dedicated to you, or shared with other clients?
- Which languages and hours are covered, and from which site?
People and quality
- How are agents hired, trained and certified before going live?
- What are the team lead and QA ratios per agent?
- How is attrition measured, and how are leavers replaced without service dips?
Security
- Which certificates are actually held? Ask for the certificate, its scope and expiry date.
- How are access, local storage, devices and clean-desk rules controlled?
- How quickly will they notify you of a security incident?
India compliance
- For outbound calling: can they show TRAI telemarketer registration and how they filter NDNC/NCPR numbers?
- For NBFCs: does the scope keep reserved decisions, such as loan sanction and KYC compliance, in-house as RBI requires?
- How will they handle personal data under your privacy obligations?
Reporting and governance
- Which reports arrive daily, weekly and monthly? Ask for samples.
- Who is your escalation contact, and what is the response time?
- Can you listen to calls and audit QA results yourself?
Commercials and exit
- Is pricing per FTE, per minute or per transaction, and what is excluded?
- Which SLA remedies apply if targets are missed?
- What notice applies, and how do your data and knowledge return to you at exit?