OP360 Scores 100% of Customer Calls for Agent Performance with SuccessKPI’s AI-Powered Workforce Engagement Management Solutions
FAIRFAX COUNTY, Va., Sept. 4, 2025 /PRNewswire/ – SuccessKPI, a leading provider of AI-powered contact center analytics and workforce engagement management (WEM) solutions, announced today the successful deployment and results of its innovative agent performance framework in partnership with OP360, a global business process outsourcing (BPO) leader.
This initial strategic initiative has significantly enhanced agent engagement and operational performance by scoring 100% of customer calls.
As a people-first organization, OP360 set out to empower its agents with better visibility into their performance and clear development pathways. Through SuccessKPI’s unified scorecard capabilities, OP360 created a structured coaching environment that emphasizes transparency, accountability, and growth.
“Our clients trust us to deliver consistent, high-quality experiences at scale — and that starts with our people,” “Through our partnership with SuccessKPI, we’ve built a performance framework that not only empowers our agents, but directly improves the outcomes our clients care most about: faster resolutions, stronger CSAT, and lasting brand loyalty.”
A Unified Framework for Growth and Alignment
Before SuccessKPI’s implementation, agents at OP360 received performance feedback from multiple sources. SuccessKPI provided a single, unified solution that streamlined data into a color-coded scorecard updated weekly — empowering agents and enabling leadership to coach with clarity.
The SuccessKPI framework focuses on three strategic pillars:
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Performance – Unifying KPIs like productivity, CSAT, and quality into a clear success metric.
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Behavioral Standards – Reinforcing expectations around attendance, adherence, and engagement.
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Developmental Participation – Guiding agents with artificial intelligence through targeted coaching, upskilling initiatives, and collaborative development.
Real Business Results
Since deploying the SuccessKPI solution, OP360’s QA leads report more focused and consistent agent coaching, resulting in measurable improvements such as:
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20% reduction in coaching time per session,
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15% decrease in hold time with customers, and
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8% reduction in average handle time per customer service interaction.
OP360 provides 24/7/365 contact center services for complex customer engagement and back office functions, handling more than 56 million customer interactions per year across major vertical industries such as health care, e-commerce, retail, and manufacturing.
“OP360’s success demonstrates how a structured and transparent performance framework powering a command center can fundamentally improve the agent experience,” “We are proud to partner with CX leaders like OP360 who are redefining what excellence looks like in the contact center space.”
As OP360 continues to scale SuccessKPI across more teams and client programs, both organizations anticipate even greater gains in productivity, retention, and customer satisfaction.
To learn more about SuccessKPI and its work with high-performance BPOs, visit www.successkpi.com.
About OP360
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. With a focus on innovation and excellence, OP360 empowers both its skilled agents and partner organizations, which range from mid-size corporations to Fortune 500 firms, to achieve their operational goals and drive sustainable growth, creating a better way to outsource.
SuccessKPI is a revolutionary enterprise AI Analytics & Automation company enabling contact centers to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI’s insight and action platform removes the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. We are trusted by some of the world’s largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America. Learn more at www.successkpi.com.
