Service Level Agreement Accounts Receivable

Condividi con i tuoi amici

When customers provide certain levels of access to internal systems, exceptional BPO providers can even create dashboards that allow customers to view metric power in real time. A credit dashboard could show, for example. B, how many invoices are being processed, where they are in this process and why some people are waiting to be processed. The AP-SLA may require the BPO provider to achieve a 98% accuracy rate for invoice processing, which significantly reduces the amount of errors. Another client may prioritize processing speed to avoid residue build-up. Quick responses to supplier requests are another common priority of AP service level metrics, in order to maintain strong relationships. And in a SLA related to customer service-related dementias, KPIs can measure: Service level metrics help put problems into perspective. While the cause may still need to be corrected, five mishandled invoices become less alarming if it is clear that another 20,000 were properly processed during the same period. On the other hand, a sudden increase in errors requires further analysis. A recently published peercastTM in Peeriosity`s Accounts Receivable (O2C) research field showed a large consumer goods and services company whose global activities share their experiences in designing and managing service level agreements for order-to-cash for EMEA (including Europe, Russia, the Middle East and Africa), North Asia and South Asia (including Australia and New Zealand) service centres in the Philippines and China. Before establishing formal service level agreements, the feature company had two measures: 1) the timing of the order confirmation and 2) the conclusion of case filling rates. The indicators measured were “all green” (i.e. they were within performance expectations), but the companies served were not satisfied.

SLAs in the BPO industry are ultimately determined by the unique requirements of an organization and the metrics that are most important to its success. There really is no “One Size fits all” set of metrics. In this blog, however, we give an overview of the valuable service level metrics that companies can take into account as part of their BPO contracts. If your company uses service level agreements for cash-ordering processes, how detailed are the agreements and how have key players and customers participated in setting performance expectations? If this is done correctly, the SLAs in BPO ensure that both parties understand their responsibilities and focus on the right areas, while the metrics used to measure service are defined. They also create accountability and communication, create a dialogue on key issues in the process, and provide corrective action and detailed actions when agreed service levels are not met. THE SLAs, which are kept on track by carefully selected KPIs, plan a fruitful relationship between a company and its BPO supplier. They define a clear set of rules that keep everyone on the same side, while analyzing where improvements can be made.

Condividi sui Social