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To ensure quality from outsourced call centers, firms sign service-level agreements (SLAs). These define service measures such as what constitutes an acceptable delay or an acceptable abandonment rate. They may also dictate penalties for failing to meet agreed-upon targets. We introduce a period-based SLA that measures performance over a short duration such as a rush hour. We compare it to alternate SLAs that measure service by individual and over a long horizon. To measure the service levels for these SLAs, we develop several approximations. We approximate the probability an acceptable delay is met by generalizing the heavy-traffic quality and efficiency driven regime. We also provide a new approximation for the abandonment rate. Further, we prove a central limit theorem for the probability of meeting a service level measured by the percentage of customers acceptably served during a period. We …