Document background
The Contact Center SLA serves as a critical agreement between service providers and client organizations operating in the United States, establishing clear performance metrics and operational standards for customer service delivery. This document becomes necessary when organizations outsource their customer service operations or establish internal service standards, requiring detailed specification of service levels, quality metrics, and compliance requirements. The agreement encompasses essential elements such as response times, resolution rates, customer satisfaction targets, and operational procedures, while ensuring compliance with US federal and state regulations including TCPA, HIPAA, and state-specific privacy laws. The Contact Center SLA is designed to protect both parties' interests while maintaining high-quality customer service standards and regulatory compliance.
