SLA (Service Level Agreement)

SLA is a crucial call center performance metric that sets the target for agents to handle customer calls promptly. It can be established externally as a commitment to maintaining service standards for customers or internally to monitor and assess the call center’s performance within the organization.

Yeastar offers a robust inbound call center solution that ensures a high level of SLA, simplifying the provision of round-the-clock services and enhancing the overall customer experience.

Streamline callers’ navigation with self-service IVR system.

Automatically route calls to the best available agents via ACD system.

Save callers’ queue position and send a queue callback when agents are available.

Advanced agent dashboard to visualized all call waiting & talking list.

Optimize call dispatching in simple drag-and-drop actions on the web-based queue panel.

Auto-monitoring SLA on wallboard and receive alerts when it reaches the threshold.

Intuitive call center reports with various metrics and real-time analytics to turn insights into actionable results.