Accounts Receivable Service Level Agreement

When customers provide certain levels of access to internal systems, outstanding BPO providers can even create dashboards that allow customers to display the power of measurement in real time. For example, a credit dashboard could show how many invoices are being processed, where they are in this process, and why some are waiting to be processed. At the end of the day, the key to exceptional customer service comes down to customer satisfaction. But making customers happy, offering efficient service at the same time, and controlling costs can seem like conflicting efforts. The most common CUSTOMER SERVICE SLAs in the BPO industry help balance and coordinate these goals. In order to better understand performance issues, monthly business reviews were conducted to reach agreement on critical activities that impact service level and costs. Efforts have focused on organizing and standardizing internal reporting to enable the cash order team to produce more accurate and meaningful performance reports for clients. Shared services teams spoke to Supply Chain teams in each of the three regions to compare, validate, standardize, and finalize important metrics and goals. Finally, all proposed measures were reviewed with the sales and finance teams of each business unit.

BPO SLAs are ultimately determined by an organization`s unique needs and the metrics that are most important to its success. There really is no “one size fits all” metrics. On this blog, however, we give you an overview of the valuable service level metrics that companies can consider as part of their BPO contracts. Service level metrics also help put issues in the right perspective. While the cause can still be addressed, five poorly processed invoices become less alarming when it is clear that another 20,000 were processed correctly during the same period. On the other hand, a sudden increase in errors requires further analysis. SLAs, kept on track by carefully selected PPCs, outline a successful relationship between a company and its BPO provider. They set out a clear set of rules that will keep everyone on the same track, while analyzing areas where improvements can be made. With a well-structured SLA, customers and BPO providers can move forward with the certainty that both parties know exactly what has been agreed upon and what level of service needs to be provided.

And the SLA and Ongoing Service Level Reviews (SLRs) provide a great forum for both organizations to effectively communicate about business performance and address issues that arise. A recent PeercastTM in peering in Peeriosity`s property accounting (O2C) field showed off a leading global consumer goods and services company that shared its experience in designing and managing service level agreements for pay orders for EMEA (including Russia, Middle East and Africa), North Asia and South Asia (including Australia/New Zealand) outside of service centers in the Philippines and China.