Summary
While 96% of European teleservices teams have formal service-level agreements (SLAs) in place, only 34% say these SLAs are enforced. Eighty percent of European teleservices teams say they regularly don’t hit their targets, yet only 22% review performance data on a daily basis. Fifty-five percent of European teleservices teams track only lagging indicators, suggesting they can only react to things that have already happened.
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