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.
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