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Service Level Agreement (SLA) in BPO Operations
A Service Level Agreement (SLA) is a contract between a service provider and a client that defines the level of service expected, including performance metrics, responsibilities, and penalties for failing to meet the agreed-upon standards. In the context of Business Process Outsourcing (BPO) operations, an SLA establishes clear guidelines for the quality and timeliness of services provided, ensuring transparency and accountability between the BPO company and its clients.
Key elements of an SLA in BPO operations may include response time, resolution time, service availability, and escalation procedures to address any issues promptly. By setting measurable targets and benchmarks, SLAs help to manage client expectations and drive continuous improvement in service delivery, ultimately fostering a strong and mutually beneficial relationship between the BPO provider and its clients.
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