Follow these best practices when setting up SLAs:
- Define SLA Levels: Differentiate SLAs based on the type or priority of customer issues.
- Set Response and Resolution Times: Specify the first response and issue resolution time.
- Realistic SLA Targets: Ensure SLA targets are achievable based on team capacity.
- Escalation Rules: Implement rules for notifying when SLAs are near breach.
- Monitor SLA Performance: Regularly review compliance and performance metrics.
- Agent Training: Educate agents on the importance of SLAs and their processes.
- Automation and Prioritization: Use helpdesk software to automate ticket routing and prioritization.