HomeResearch Articles The Pulse: The State of Teleservices in Europe

The Pulse: The State of Teleservices in Europe

  • While 96 percent of European teleservices teams have formal service-level agreements (SLAs) in place, only 34 percent say these SLAs are enforced
  • Eighty percent of European teleservices teams say they regularly don’t hit their targets, yet only 22 percent 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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