Introduction to Service Level Agreement

Understanding service level agreement, its components and policies in BPO sector.
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About the Program

This course provides an overview of service level agreements, the benefits and barriers of SLA which stands as a critical component of the relationship between a client and a Business Process Outsourcing (BPO) provider.

This course will,

  • Provide a clear and open framework for working with other teams to improve communication and effectiveness
  • Improve understanding of the services provided which may improve communication, and more positive working relationships
  • Facilitate improved service delivery and support
  • Provide learning to align services with business delivery

We hope that you will gain the required knowledge from this program and demonstrate the skills learnt.

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A service-level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will furnish. This module will take you through the key components of SLA and its verification.

Study Content
Slideshow: Getting Started Slideshow: Service Level Agreement (SLA)
PDF: Service Level Agreement (SLA)
PDF: Activity Book - Service Level Agreement (SLA)