SLA in debt collection
Also known as service level agreement, service level, sla, serviceniveau
An SLA is the agreed service framework for the collection work — response times, case handling times and reporting.
In practice
For a single case, an SLA is neither here nor there. For a portfolio, it is the difference between having a supplier and having a process.
The points that actually matter: how quickly a case that has been handed over is picked up, how quickly you get an answer on a dispute, when you can see the status without having to ask, and who takes the decision to go to the bailiff’s court.
Where it commonly goes wrong
- The SLA is about response times on emails and not about progress on the cases. It is the progress that turns into money.