4.1 SLAs - Expected, Reporting & Violations

4.1.1 Expected SLA (FRT)

FRT should be < 5 minutes on both Freshchat and Slack [Median FRT to be considered]

Expected resolution time for normal queries = 15 minutes

Average CSAT score should be above 4 (Freshchat)

4.1.2 Violations

FRT Violation:

CS Lead intimates concerned CS agent of the FRT violations on a daily basis

Agent must provide valid reasons for all cases and the same has to be evaluated by the CS Lead

> 5 instances in a week with no/invalid reasons as qualified by the CS Lead will attract a warning.

A second occurrence of (c) could lead to initiation of a Performance Improvement Plan (PIP) if deemed necessary by the CS Lead.

CSAT Score Violation:

Currently, we will not be placing emphasis on Chats to CSAT Score received ratio.

Average CSAT score < 4

First instance (week) → Deep-dive by CS Lead into chats which were poorly rated by the customers → necessary remedy to be taken and gaps to be documented (where? setup the sheet)

Second consecutive instance →

If CSAT score declines by > .20 points → PIP

If CSAT score declines by < or equal to 0.20 points → Further deep-dive with daily CSAT check-in with the agent

Third consecutive instance → PIP

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