Aug 28, 2023

7 Ways to drive business success with BPO metrics and KPIs

Karthik Sridharan
Karthik Sridharan

VP Account Management

Measure, analyze, and improve performance metrics with the right BPO

Are you still stuck in that era where you believe that brands can rely solely on intuition or anecdotal evidence? Well, if you want to survive in a data-driven and competitive business landscape, you might have to move beyond that and bring performance metrics to the strategic table.

A Key Performance Indicator (KPI) is a measurable value or metric used to evaluate and gauge the performance and progress of an organization, department, team, or individual in achieving specific objectives or goals. KPIs are quantifiable and typically tied to critical success factors or desired outcomes. You can assess the performance of customer service providers and measure their effectiveness in delivering services by using KPIs from the Business Process Outsourcing (BPO) industry.

Performance metrics are crucial for evaluating the success and efficiency of contact center operations. Being a winner at CCW in 2022 for the BPO of the Year, [24]7.ai has demonstrated excellence in its customer service operations. [24]7.ai has set quantifiable KPIs that allow companies to benchmark their performance against industry peers or best practices. We help compare your performance to external standards, thus helping you identify areas of competitive advantage or areas that need improvement.

Accessing Performance with the BPO Metrics

KPIs provide a starting point for assessing the performance of BPO services. However, it's essential to align the specific KPIs with the organization's objectives and tailor them to the unique requirements of the industry and clients served.

  1. Service Level Agreement (SLA) Compliance

    Service Level Agreement compliance measures the extent to which a BPO provider meets the agreed-upon service level targets with its clients. It includes metrics like response time, resolution time, and overall service quality.

  2. Average Handle Time (AHT)

    Average Handle Time is the average time it takes for a BPO agent to handle a customer interaction, such as a phone call or an email. AHT measures the efficiency of the agent's performance and is a significant metric for optimizing resource allocation.

  3. First Call Resolution (FCR)

    First Call Resolution measures the percentage of customer issues or inquiries resolved on the first interaction without requiring further follow-up or escalation. FCR indicates the quality of customer service and helps reduce customer effort and improve satisfaction.

  4. Customer Satisfaction (CSAT)

    Customer Satisfaction measures the level of satisfaction or happiness among customers regarding the service they receive from the BPO services provider. BPOs often measure CSAT through surveys or feedback ratings. CSAT is vital in assessing customer loyalty and retention.

  5. Net Promoter Score (NPS)

    Net Promoter Score is a widely used metric that measures customer loyalty and gauges the likelihood of customers recommending a company, product, or service to others. It provides insights into customer satisfaction, brand perception, and the potential for business growth. It is based on a scale from 0 to 10 and classifies respondents as promoters, passives, or detractors.

  6. Customer Effort Score (CES)

    Customer Effort Score is a metric used to measure the level of effort customers have to put forth to interact with a company or resolve an issue. BPO providers measure CES through post-interaction surveys or questionnaires that ask customers to rate their experience based on the level of effort they had to apply.

  7. Quality Assurance (QA) Score

    The Quality Assurance score assesses the accuracy and quality of BPO agent interactions with customers. It involves monitoring and evaluating a sample of interactions based on predefined criteria, such as adherence to scripts, compliance with regulations, and customer service skills.

  8. Employee Satisfaction

    Employee satisfaction metrics, such as engagement surveys or attrition rates, are essential in measuring the well-being and motivation of BPO employees. Satisfied and engaged employees tend to deliver better service and contribute to higher customer satisfaction.

  9. Cost per Contact (CPC)

    Cost per Contact measures the average cost incurred by the BPO organization to handle customer interaction. CPC is inclusive of agent wages, technology expenses, and other operational costs. Monitoring cost per contact helps optimize operational efficiency and identify cost-saving opportunities.

  10. Service Level Attainment (SLA)

    Service level attainment tracks the percentage of interactions or transactions that meet or exceed the agreed-upon service level targets. It ensures that the BPO organization meets the desired performance standards and manages the workload effectively.

  11. Abandonment Rate

    Abandonment rate refers to the percentage of customer interactions, such as calls or chats, terminated or abandoned by customers before resolving. A high abandonment rate may indicate issues with customer service or long wait times.

Driving Client Success through KPIs

At [24]7.ai, we drive performance through key client success metrics by aligning our goals and strategies with our clients’ desired outcomes. We aim to deliver value, enhance customer experiences, and achieve desired business results by focusing on these metrics. KPIs help track the progress and effectiveness of strategic initiatives and provide insights accordingly — whether the strategic goals are being achieved or if it requires necessary adjustments. Here are some ways in which we can help you drive performance through your key success metrics:

  1. Collaborative Goal Setting

    KPIs help align organizational goals and objectives across different departments and levels within a company. As your strategic BPO partner, we will work closely with your team to understand your objectives and define your key success metrics. We can help you identify the specific metrics that align with your company’s business goals, such as customer satisfaction, revenue growth, cost reduction, or operational efficiency. By leveraging predictive analytics and forecasting models, [24]7.ai helps companies anticipate customer behavior and forecast performance metrics, enabling proactive planning and resource allocation to meet service-level targets.

  2. Customized Solutions

    We have tailored solutions and strategies to address your specific success metrics. We leverage our expertise and technology platforms to design and implement solutions that directly impact and drive improvement in the identified metrics. [24]7.ai provides automated quality monitoring capabilities that analyze agent interactions and assess their adherence to predefined scripts, compliance standards, and customer service best practices, thus helping companies measure quality assurance metrics and ensure consistent service delivery.

  3. Performance Measurement

    KPIs provide a structured and quantifiable way to monitor the performance of various aspects of a business. By implementing robust measurement frameworks to track and analyze key success metrics, we establish clear benchmarks, set targets, and regularly monitor the progress toward achieving those targets. With this implementation, we succeed in identifying areas of improvement, optimizing performance, and making data-driven decisions. Our performance management system, ResultsOne(R1), includes performance dashboards and reporting capabilities that provide real-time visibility into key performance metrics like customer satisfaction, average handling time, and SLA compliance.

  4. Continuous Improvement

    We emphasize continuous improvement in our service delivery with the help of KPIs. We enhance your success metrics by proactively analyzing performance data, identifying trends, and implementing corrective actions. With this iterative approach, we can help you drive ongoing optimization and ensure alignment with the desired outcomes.

  5. Insights and Reporting

    We are always on a mission to be our client’s top customer service vendor. We will ensure that your team receives detailed insights and regular reporting on key success metrics. [24]7.ai’s proprietary analytics framework offers comprehensive analytics and reporting capabilities that will enable your team to gain visibility into performance and make informed decisions based on real-time performance data. We utilize voice and text analytics technologies to analyze real-time customer interactions. These analytics tools can identify trends, sentiments, and customer intent, providing valuable insights into performance metrics like customer satisfaction, first call resolution, and customer effort.

  6. Proactive Client Engagement

    We maintain a strong partnership by engaging in regular client communication and collaboration. As your ideal BPO partner, we ensure the proactive sharing of performance insights and agile recommendations. At [24]7.ai, we practice the culture of working together with our clients to refine strategies and improve success metrics. KPIs provide a common language for communication and reporting among stakeholders, including management, employees, investors, and customers.

  7. Client Satisfaction and Feedback

    [24]7.ai strongly emphasizes client satisfaction, and as your customer service partner, we would actively seek your feedback through surveys, meetings, and ongoing communication. Your feedback will drive improvements, and we can align our services with your needs and expectations. On the other hand, our solutions enable companies to design and deploy customer satisfaction surveys and feedback mechanisms. Through these surveys, companies can directly collect customer feedback and measure metrics like CSAT, NPS, and CES, providing insights into customer perceptions and areas of improvement.

    [24]7.ai's solutions and expertise enable companies to measure, analyze, and improve performance metrics across various customer engagement channels. By leveraging data-driven insights and advanced analytics, companies can enhance customer experiences, optimize operations, and drive business success. By focusing on success metrics and implementing strategies to drive performance, we aim to deliver tangible results, foster long-term partnerships, and contribute to the overall success of your businesses.

Take the Next Step

[24]7 Agent Services aligns with your brand’s DNA to deliver seamless customer service, lowering cost per interaction while boosting customer satisfaction. Our agents are given the best technology, training, and analytics, and are committed to outperforming your current best site by 10%.

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