Which of the following are key performance indicators (KPIs) for a 'Service Level Agreement (SLA)?
A) Quality levels
B) Staff/customer ratio.
C) Profits.
D) Volume of business.

Question

Which of the following are key performance indicators (KPIs) for a 'Service Level Agreement (SLA)? 
A) Quality levels 
B) Staff/customer ratio. 
C) Profits. 
D) Volume of business.

Quizplus · Accepted Answer

Quality levels are a key performance indicator for a service level agreement. SLAs are agreements that define the level of service expected by the customer and the metrics by which that service will be measured. Quality levels would be a relevant KPI to measure the success of meeting the agreed-upon service level. Staff/customer ratio, profits, and volume of business are not necessarily KPIs for an SLA.

Which of the Following Are Key Performance Indicators (KPIs) for a 'Service