OP360 Raises the Bar for Agent Performance
SuccessKPI empowers OP360 to score 100% of calls, streamline coaching, boost agent performance, and deliver faster, higher-quality customer experiences.
Reduction in coaching time per session
Drop in hold time
Decrease in AHT
Business Overview
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.
The Vision
As a people-first organization, OP360 set out to empower its agents with better visibility into their performance and clear development pathways.
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.
Key Success
Since the WEM solution launched, OP360 has seen:
-
A 20% reduction in coaching time per session, enabling supervisors to be more efficient.
-
A 15% drop in hold time, improving responsiveness and customer experience.
-
An 8% decrease in average handle time.
-
Better agent empowerment, visibility, and more consistent delivery on client outcomes.
“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.”
Creating customers for life is a core foundation at SuccessKPI and at the heart of this is a team of customer success professionals dedicated to solving customer problems and providing solutions every step of the way.
SuccessKPI fills critical gaps during migration, leading to a successful cloud deployment.
Including custom reporting, real-time and historical analytics, custom QM scorecards, and a robust AI/ML-based speech and text analytics program.
