SuccessKPI, a leader in AI-powered contact center analytics, has partnered with OP360, a global business process outsourcing (BPO) leader, to deploy an innovative agent performance framework that scores 100% of customer calls. This strategic collaboration has significantly improved agent engagement and operational efficiency, delivering measurable business outcomes.
SuccessKPI and OP360 launch AI-powered agent performance framework
Scores 100% of customer calls for enhanced transparency and coaching
Reduces coaching time by 20%, hold time by 15%, and handle time by 8%
Unified scorecard improves agent performance and customer satisfaction
Focuses on performance, behavioral standards, and agent development
Strengthens OP360’s service across healthcare, e-commerce, and retail
The partnership between SuccessKPI and OP360 introduces a unified, AI-driven framework that transforms contact center operations. By scoring every customer call, the solution provides agents with clear performance insights and development pathways. “Our clients trust us to deliver consistent, high-quality experiences at scale — and that starts with our people,” said David Highbloom, Chief Administrative Officer at OP360. The framework aligns with OP360’s people-first approach, handling over 56 million customer interactions annually across industries like healthcare, e-commerce, and retail.
Prior to SuccessKPI’s implementation, OP360 agents received fragmented performance feedback. SuccessKPI’s solution consolidates data into a weekly updated, color-coded scorecard, fostering transparency and accountability. “OP360’s success demonstrates how a structured and transparent performance framework powering a command center can fundamentally improve the agent experience,” said Dave Rennyson, CEO and Co-Founder of SuccessKPI. This unified approach empowers agents and enables precise coaching.
The framework rests on three pillars: performance, behavioral standards, and developmental participation. It unifies key performance indicators (KPIs) like productivity and customer satisfaction (CSAT), reinforces expectations for attendance and engagement, and leverages AI for targeted coaching and upskilling. This structured approach ensures agents are equipped to deliver exceptional customer experiences.
Since deployment, OP360 has achieved significant results, including a 20% reduction in coaching time per session, a 15% decrease in customer hold time, and an 8% reduction in average handle time. These improvements enhance operational efficiency and boost customer satisfaction, reinforcing OP360’s commitment to delivering high-quality service at scale.
The SuccessKPI and OP360 partnership sets a new standard for contact center excellence, combining AI-driven analytics with a focus on agent empowerment. As the framework expands across more teams, both organizations expect further gains in productivity, retention, and customer satisfaction.
SuccessKPI is a cloud-native, workforce engagement management (WEM) platform that is revolutionizing how contact centers can utilize artificial intelligence and data automation to improve business outcomes and transform customer experiences. SuccessKPI is trusted by some of the world's largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. With over 180 integrations and recognition as a leader in Frost & Sullivan's 2024 WEM Frost Radar™ and CRM Magazine's 2024 Industry Leader Awards, SuccessKPI continues to set the standard for AI-driven contact center solutions.
OfficePartners360 (OP360) was founded in 2006 by experienced entrepreneurs as a relationships-first workforce partner. Today, OP360 is a leading provider of operational solutions, specializing in delivering tech-driven strategies and solutions that enhance business performance, which include customer support, back-office support, and content moderation.
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