6 BPO KPIs You Haven’t Thought Of Yet, What to Measure, And Why

Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential. While some BPO KPIs are widely known and measured, there are several underrated metrics that can uncover valuable insights and drive significant improvements in agent performance, customer satisfaction, and overall business efficiency.

In this insightful article, we will delve into the often-overlooked KPIs that can revolutionize your BPO operations. By identifying these hidden metrics and understanding their significance, you can make data-driven decisions to optimize your processes, enhance agent experiences, and exceed customer expectations.

First Contact Resolution (FCR) by Agent Skill

While FCR is a well-known KPI, measuring it by agent skill level brings deeper insights. Analyzing FCR based on agent skills allows you to identify which agents excel in resolving specific types of customer issues. This knowledge enables strategic resource allocation, ensuring the right agents with the appropriate skills are assigned to handle complex or specialized queries. By leveraging this KPI, you can streamline operations, reduce escalations, and elevate customer satisfaction by connecting them with the most qualified agents.

Customer Effort Score (CES) by Channel

CES measures the ease with which customers can resolve their issues. However, considering CES by channel uncovers hidden opportunities. Analyzing CES for each communication channel (e.g., voice, chat, email) helps identify which channels are most efficient and effective for customers. It allows you to optimize channel strategies, allocate resources accordingly, and ensure consistent and seamless experiences across all touchpoints. By understanding channel-specific CES, you can enhance customer journey mapping and tailor your support strategies to meet customers’ preferences, resulting in increased satisfaction and loyalty.

Employee Net Promoter Score (eNPS)

While Net Promoter Score (NPS) is commonly used to measure customer loyalty, applying the same concept to employees can yield valuable insights. Employee Net Promoter Score (eNPS) measures the likelihood of employees recommending your organization as a great place to work. By regularly surveying and analyzing eNPS, you can gauge employee satisfaction, identify areas for improvement, and take proactive steps to boost employee engagement and retention. A positive eNPS score reflects a motivated workforce, leading to improved customer interactions and ultimately, better business outcomes.

Average Handling Time (AHT) Variance

Beyond tracking average handling time, monitoring AHT variance reveals the efficiency of your agents’ performance. AHT variance measures the consistency of handling times across similar customer interactions. Identifying agents with significant AHT variances helps pinpoint training needs, process bottlenecks, or system issues that may be impacting performance. By addressing these areas, you can optimize workflows, reduce average handling time fluctuations, and ensure consistent service delivery.

Cost per successful outcome

While cost is a crucial metric, measuring it in the context of successful outcomes provides a more holistic perspective. Cost per Successful Outcome assesses the financial efficiency of your processes by considering the cost associated with achieving a desired outcome, such as resolving a customer issue or completing a transaction. By evaluating the cost per successful outcome, you can identify areas of inefficiency, streamline operations, and allocate resources effectively, resulting in improved business performance and profitability.

Cost per experience

Another important metric to consider in your BPO analysis is Cost per Experience (CPE). While many organizations focus solely on cost per transaction or cost per interaction, CPE takes a broader view by evaluating the cost associated with the entire customer experience. This metric considers the end-to-end expenses incurred in delivering a seamless and satisfactory customer journey. 

By measuring CPE, you gain a comprehensive understanding of the financial efficiency of your BPO operations and can identify areas where costs can be optimized. It enables you to assess the impact of different touchpoints, channels, and processes on the overall customer experience. By monitoring and reducing CPE, you can enhance cost-effectiveness while ensuring exceptional customer satisfaction, ultimately driving sustainable business growth.

You can’t master what can’t be measured

These often-neglected KPIs can uncover hidden opportunities to enhance agent experiences, elevate customer satisfaction, and drive operational excellence. Each metric offers unique insights that, when acted upon, can lead to significant improvements in your BPO operations.

Remember, KPI measurement is not just about tracking the obvious metrics; it’s about digging deeper and gaining a comprehensive understanding of your BPO’s performance. By implementing these hidden BPO KPIs, you can unlock valuable insights and drive meaningful improvements.

To effectively measure these KPIs, it’s crucial to implement robust data collection and analysis systems. Leverage advanced analytics tools and integrate them into your BPO operations to gather accurate and real-time data. Establish clear benchmarks and set goals for each metric, allowing you to track progress and identify areas for improvement.

Measuring KPIs is just the first step. It’s equally important to take action based on the insights gained. Use the data to drive strategic decisions, optimize agent training programs, refine customer support strategies, and implement process enhancements. Regularly monitor the impact of these actions and make adjustments as needed to ensure continuous improvement.

By prioritizing these hidden KPIs alongside the more common ones, you can gain a comprehensive view of your BPO’s performance and drive transformative change. Elevating agent experiences, delivering exceptional customer satisfaction, and maximizing business efficiency are within your reach when you measure the right metrics.