John Kim of Five9.com talks about the importance of good network uptime for virtual call centers:
In the event your system should go down, one needs to know that the virtual call center technology vendor will have a high level of technical support available during the hours which your call center operates.
Ask potential vendors for SLAs (Service Level Agreements) that match 99.9% uptime or better, and ask:
How they define uptime in their SLA – does that include scheduled/unscheduled maintenances?
What compensation is there should there be downtime below the SLA standard?To give some perspective on SLA claims, 95% uptime might sound impressive, but remember that means 2 hours downtime during each 40 hour work week. Not so impressive. Your customers won't forget it if they try to call you during those two hours.
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Since your company is named five 9's, does that mean you provide 99.999% uptime sla agreements? If not what percentage of uptime does your company provide?
Posted by: Curious | August 7, 2007 2:23 PM | Permalink to Comment