“The Bright Horse team all clearly understand the concepts and this made a huge difference to the success of the project. They put in the work, offered innovative answers to our challenges and ultimately delivered us a product to enable us as a business to better support and service our clients”
For too long customers have been complaining about the irrelevance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to provide meaningful measurements into how they are able to do their job. Whether your service is out-sourced, in-sourced or co-sourced, most organisations measure the success of the service through a number (sometimes pages and pages) of SLAs and KPIs.
However, SLAs and KPIs do not concern themselves with an employee’s experience of the service. In our experience, employees do not mind whether the phone is answered in 3 rings or 4, or an incident is responded to in 1 hour or 2, as long as the overall experience of the services being delivered is good. Having good SLAs and KPIs is still important to measure technical performance but these need to be enhances with XLAs/ELAs to measure the employee experience.
This is vital as employee experience is quite rightly on the top of a CIO objective list and lots of organisations (both internal and external) are asking themselves:
- Are my SLAs/KPIs relevant?
- What is an XLA/ELA?
- How do I begin to build an XLA/ELA?
- What do I need to do and where do I start?
Bright Horse have been at the front of the Experience Level Agreement movement for the last 2 years and throughout this time, we have travelled the length and breadth of the UK meeting our customers, listening to their experience needs and guiding them on how to build and implement Experience Level Agreements (XLA/ELA).
If you are an internal organisation or an external service provider and need hands-on, real world, practical help and support to start or complete your XLA/ELA journey then our experienced consultants can help.
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