An SLA is only useful if it’s operationally realistic and measurable. Since Elevate Holding emphasizes KPI-driven delivery and analytics dashboards, your SLA should define exactly what gets measured, how often, and what happens if targets are missed.
SLA structure
Per channel targets
- First Response Time (FRT)
- Resolution Time
- Abandon Rate (voice)
- CSAT target
- QA score target
- Escalation response time
By priority
- P1: account lockouts, payment failures, fraud flags
- P2: delivery issues, refund status, product defects
- P3: general inquiries, updates, guidance
KPIs that move the needle
- First Contact Resolution (FCR)
- Reopen rate
- Top drivers (reason categories)
- QA critical error rate