We put all indications in the Service Level Agreement (SLA) The most common indicators are: – Average handling time – Missed calls – First response time – Average response time – NPS – Net Promoter Score – CSAT – Customer Satisfaction Score – LTV – Lifetime Value – APRA – Average Revenue Per Account Other indicators can be included in an SLA on request. We randomly select a certain number of calls and chats and perform a quality analysis: language skills, soft and hard skills, workflow compliance, and script compliance.