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,” said David Highbloom, Chief Administrative Officer at OP360. “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:
- Performance – Unifying KPIs like productivity, CSAT, and quality into a clear success metric.
- Behavioral Standards – Reinforcing expectations around attendance, adherence, and engagement.
- 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:
- 20% reduction in coaching time per session,
- 15% decrease in hold time with customers, and
- 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,” said Dave Rennyson, CEO and Co-Founder of SuccessKPI. “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.
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