One of the best ways to measure and enforce excellent performance is through the use of Service Level Agreements (SLAs). Genisys can draw up contracts that stipulate SLAs, which conform specifically to your organisation's needs, and define the service commitments that Genisys Group will endeavour to adhere to. Contract definitions, helpdesk procedures and escalation rules, and policy requirements can be tailored to your organisation's exact requirements, giving you full control and oversight. Contract definitions can address issues such as supported days, times, time zones, contacts and topics. Escalation rules can stipulate how and when calls are to be escalated, and who they should be escalated too.