BPO 면접 질문과 답변

Question: Explain SLA (Service Level Agreement) in the context of BPO.

Answer: SLA is a contractual agreement that outlines the level of service a client expects, including metrics like response time, resolution time, and service quality.

Example:

A BPO SLA might specify that customer queries should be resolved within 24 hours with a minimum 90% accuracy rate.