The key to crafting a good working relationship with BPO providers is to ensure critical goals are enshrined in SLAs. Heres how to do it.
By Michael J. Alfonsi|May 13, 2014 at 08:52 PM
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SLAs can be baked into an organization’s primary contract with its BPO provider. They can be an addendum to the contract, or they can be separate legally binding contracts that specify consequences for failure to meet their targets. Even if it’s not technically called a “contract,” an SLA has the force of a contract if it has all the components of a contract: offer and acceptance, capable parties, and considerations, as part of a legal enterprise.
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