Agent Service Level Objectives

1. Platform Uptime

Following the completion of training, Crescendo shall have a ramp up period not to exceed ninety (90) days (unless otherwise agreed in writing).  Upon completion of the ramp up period, Crescendo shall perform in accordance with the (“Service Level Objectives” or “SLOs”) set forth herein.

Crescendo shall staff and manage the Services in a commercially reasonable matter consistent with enterprise-grade CX operations and industry best practices.  

Provided that Customer has provided Crescendo with the necessary system access, data, and reporting capabilities required to retrieve operational data needed to measure performance, Crescendo shall calculate and report SLO performance on a monthly basis in accordance with the methodologies provided herein.  Customer may review supporting performance data upon reasonable written request.

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2. Service Level Objectives

2.1 Live Channel (Inbound Voice or Chat)

Response Time: At least eighty percent (80%) of calls and chats per calendar month shall be answered in sixty (60) seconds or less.

Calls abandoned in less than ten (10) seconds are excluded from this calculation.

This SLO applies only to contacts successfully delivered to Crescendo’s queue during staffed hours.

2.2 Abandon Rate

Less than five percent (5%) per month, calculated as (abandoned calls ÷ total calls entering Crescendo-managed and staffed queue) × 100 during staffed hours in accordance with the mutually agreed forecasted volume provided by Customer and staffing plan.

Calls abandoned in less than ten (10) seconds are excluded from this calculation.

This SLO applies solely to calls that are successfully delivered to Crescendo’s agents through Customer’s telephony systems and configurations.

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3. Operational Transparency and Governance

The Parties shall conduct monthly performance reviews to evaluate SLO results, volume trends, and continuous improvement initiatives, during which Customer shall, at a minimum, provide a forecasted volume in the upcoming ninety (90) day period.

In the event of sustained volume growth, workflow changes or material operational shifts, the Parties shall collaborate in good faith to adjust for volume changes, as appropriate.

Crescendo shall maintain documented quality assurance processes, coaching programs and workforce management practices consistent with industry standards.  

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4. SLO Dependencies and Exclusions

Service Level Objectives shall apply only during staffed hours and while Crescendo is fully staffed in accordance with the mutually agreed forecasted volume provided by Customer and staffing plan.

SLO’s shall not apply to failures caused by:

(i) Customer systems, telephony platforms, routing logic, configurations or third party tools;
(ii) Inaccuracies in or material deviations from forecasted contact volume;
(iii) Force Majeure events;
(iv) delays in Customer-provided access, training materials, policies, approvals or required information; or
(v) other events outside of Crescendo’s reasonable control.

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5. Customer Measurement and Audit Rights

Customer shall have the right, upon reasonable written notice and no more than once per calendar year, to audit Crescendo’s SLO calculations and supporting documentation during normal business hours, subject to confidentiality obligations.  

Crescendo shall provide relevant performance reports and supporting documentation within a reasonable timeframe following such request.

Customer may, at its option and its expense, engage a third-party auditor to independently verify performance under these SLOs, and Crescendo shall reasonably cooperate with any such audit.