How To Get Rid of Call Center, SLA, And Agency Agreements

If you’re someone who runs their own business, you’ll know just how vital the call center is for the smooth sailing of your operations. With customers being the sole focus, ensuring firm control over your customer’s experience and satisfaction is essential.

However, with so much at stake, it’s not always likely that a call center is up to the task. This is why it’s crucial to sit yourself down, look at your sale numbers and ask yourself some tough questions – is your contact center doing justice?

What are SLAs and Agency Agreements?

Before signing a call center contract, a set of specific metrics around the performance of Surface Level Agreements are usually run by you. For example, most call centers claim to guarantee a 20-second first response time for live chats. However, these parameters aren’t always met.

If at any time you feel like your contact center isn’t doing justice to what was agreed upon, solutions for how to break the contract are usually already built into the contract. For instance, many outsourcing vendors use financial incentives and penalties as control levers.

But what use are these incentives if your sales continue to drop?

Time to Breakup Contract with Your Call Centre?

Before calling things off, it’s essential to identify whether your call center is underperforming. Here are a few red flags to keep an eye out for:

• The Ghost

Call centers are the only line of communication between you and your customers, i.e., sales. Whether it’s due to annoying time zone differences or differing expectations, you have a problem if you’re not hearing from your call center regularly.

• The Slacker

Were you promised a fantastic first response time when you first approached them, but now, they seem to be just slacking off, and none of the metrics are being met? As much as we hate to break it, you’re dealing with a slacker.

• The Outdated

With customer requirements changing and the needs of the global market evolving, you can’t be relying on outdated technology and software to get the job done. If you’re not addressing the growth of your communication channels, sales will eventually suffer.

How to End a Call Center Contract

• Contract expiration or non-renewal

This option is a given. If your contract comes to an end, you have the option of walking away and taking your business elsewhere.

• Termination for convenience

You can opt for this option if there have been changes in the executive leadership or business policies.

• Termination for cause

We suggest you choose this option only if you’ve hit a dead-end since this method will likely incur a fee. It involves breaching a contract due to the organization’s failure to perform to pre-established standards despite being given numerous chances.

Helpware – The Future of Customer Satisfaction

Once you’ve ended that toxic relationship, you’ll need someone on standby to pick the pieces. Fortunately for you, Helpware can help find solutions to all your existing problems without adding a layer of additional costs.