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CRM acronyms

Read definitions for common call center acronyms including RFI, RFQ, SOW and SLA.

What is RFI, RFQ, SOW and SLA? Is there a specific format for all these?
RFI = Request for Information
RFQ = Request for Quote
SOW = Statement of Work
SLA = Service Level Agreement

There are no specific formats for these, as each is dependent on the project scope and business goals. RFI is used to learn about potential vendors and solutions, RFQ is used to get a valid quote (or quotes) for a particular configuration. SOW is generally written as the project is better defined, often after a vendor has been selected, and specifically describes the services to be delivered. SLAs are used to contractually agree to specific service targets and penalties.
This was first published in September 2003

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