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The Importance Of KPI & SLA For BPO Philippines

Magellan Solutions

To start off, what is Service Level Agreement (SLA)? SLA is an agreement between an internal or external service provider. There are three different categories of service level agreements: Service-based: The terms of service customers can expect are similar for all customers on a service-based service level agreement.

BPO 40
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Why Do Companies Outsource Software Development?

3Pillar Global

In 2016, the leading driver for using outsourcing services , according to business executives, was to cut costs. In 2019 , a joint report from Harvey Nash and KPMG found that the main reason technology leaders outsource is to ‘access skills not available in-house.’. The CX Factor. The Growing Skills Gap.