Delivering best in class customer support depends largely on defining what excellence is. Service level agreements set clear expectations for your support team and your customers, providing clarity around what customers can expect and giving your support team goals to work toward.
With service level agreements in place, your customers have a clear understanding of what they can expect—and are entitled to—from your customer support team. Likewise, your support team has a clear understanding of what customers expect from them.
Once you have SLAs in place and your support reps are adhering to them, you can define key performance indicators (KPIs) for those reps. This gives them goals to work towards and provides a clear understanding of what constitutes excellence.
With trackable KPIs, you can maintain insight into how your team is performing against them. This helps you identify areas for improvement and reward top performers, providing encouragement for support reps to improve their results.