Senior Business Process Associate Interview Questions and Answers

SLA stands for Service Level Agreement which is a contract between a service provider and a customer. Call flow refers to the path a call takes from start to finish.

• SLA is a commitment made by a service provider to meet certain performance standards agreed upon with the customer.

• It outlines the level of service that the customer can expect and the consequences if the service provider fails to meet those standards.

• Call flow refers to the sequence of steps that a call takes fro...read more