Getting the Most from SLA Performance Targets

Principal Marc Tanowitz offers key advice for achieving targeted results from service level agreements (SLAs) in this byline article, which focuses on how to obtain the most benefit from contractual performance targets, as well as examines setting performance credits and remedies and other contractual levers that BPO buyers have at their disposal. Sample excerpt: “The ‘best’ service level is not always the one with the tightest performance standards and the largest performance credits. There is little point in requiring the supplier to deliver to a performance standard that offers no incremental benefit to the business. Rather, service levels should require the level of service that the buyer’s business really needs, and no more.”