Glossary of Terms

Compliance

Definition of
Compliance

In the context of Quality Assurance (QA) processes, Compliance measures to what extent the agent is complying with rules and procedures previously agreed in the Services Level Agreement (SLA) when performing a specific task. Vendors and clients may choose to set compliance ranges that service providers must achieve. Depending on the SLA, different pricing arrangements may be set per cluster in the Compliance rating.

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