There really is no ”one size fits all” metrics. SLAs, kept on track by carefully selected PPCs, outline a successful relationship between a company and its BPO provider. They set out a clear set of rules that will keep everyone on the same track, while analyzing areas where improvements can be made. With a well-structured SLA, customers and BPO providers can move forward with the certainty that both parties know exactly what has been agreed upon and what level of service needs to be delivered. . . .