One of our members has approached us explaining they are putting their toe in the water regarding BPO. They'd like to get input from our members on SLA targets and KPIs commonly built into contracts. Could you post your thoughts on this? If someo

One of our members has approached us explaining they are putting their toe in the water regarding BPO. They'd like to get input from our members on SLA targets and KPIs commonly built into contracts. Could you post your thoughts on this? If someone has a generic contract to share - could you post it?