ALS creates orientation. Take for example WFM and operations (or customer management if you interact with this group) which all have different lenses. The rules that WFM would impose in isolation are totally different from those that would make operations. This makes sense, because each is also responsible for a different set of metrics. If you have followed the above process, your SLAs should be in good condition. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. In order for ALS to have a “bite,” the non-level of service must have financial consequences for the service provider. More often than not, the integration of a service credit system is the most common way to achieve this. In essence, the service provider pays the customer an agreed amount that should be used as an incentive for performance improvement if the service provider does not meet or credit the agreed service standards. These service credits can be measured in different ways. Like what. B, if the 99.5% level for reports is not met, ALS could include a service credit, which is granted some price reduction for each performance gap of 0.5% per week.
Service credits may also be granted if z.B. three or more errors occur to complete a level of service over a period of time. Here too, each level of service must be considered individually and a reasonable level of credit must be agreed between the service provider and the customer if the agreed level is not reached over a period of time. It is important that the service credits are adequate and that they encourage the provider to do better and that they enter early enough to make a difference. An ALS customer is exactly what it looks like: an agreement from a lender to offer a certain level of service to a particular customer. Here`s a fun example: the details of an ALS differ between internal and external agreements. Nevertheless, there are common elements that each ALS should include, whether the recipient of the service is your customer or your sales team. Keep in mind that this advice is futile if you ignore the range of your salespeople. Of course, in a perfect world, they would do six follow-up tests for each lead — but in reality, they just don`t have enough hours a day to do it. For this reason, you should also consider the number of leads each employee receives (based on ALS marketing), the time they spend on marketing leads versus the leads generated by the sale, and the time they have to spend on each lead.