An investment bank has outsourced its customer care helpline.

ITIL ITIL-4-Specialist-High-velocity-IT Question Answer

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.

Which is the BEST example of an experience metric that can be included in the SLA?

Average call handling time

Customer satisfaction with the helpline

Total number of calls answered per day

Percentage of issues resolved within the first call

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An investment bank has outsourced its customer care helpline.

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