"I once worked on a business development project in which the client kept the service level agreement loose. At first, they didn't care how long it took for us to complete the deliverables. All they cared about was that we didn't make too many mistakes. I knew it was only a matter of time until they complain about results. So, I listed a few key performance indicators, and we started to report on them weekly. The main ones were average handling time and a simple quality score. Soon after, they worked with us in setting targets for productivity and defining the quality components. Because of this initiative, we were able to win more projects from the same client."
