Top 10 KPIs for BPO Success

1. Acefone TOP 10 KPIS FOR BPO SUCCESS Why These Metrics Matter April 2025 contact@acefone.com www.acefone.com

2. CONTENT 01 Why KPIs matter in BPO 02 10 KPIs for BPO 03 Wrapping Up – KPI-Driven Success Acefone

3. What Gets Measured, Gets Managed KPIs offer measurable values that reflect operational efficiency and customer satisfaction. 01 WHY KPIS MATTER IN BPO Crucial for aligning internal performance with client expectations. 02 They empower data-driven decisions, cost control, and continuous improvement. 03 Track > Analyze > Optimize > Succeed 03

4. 10 KPIS FOR BPO 1: Customer Satisfaction (CSAT) What it measures: Customer perceptions of your service — a core success metric. Why it matters: Strong CSAT correlates with client retention and brand advocacy. How to improve it: Train agents, optimize scripts, and personalize interactions. Formula: (Positive Responses) × 100 2: First Call Resolution (FCR) What it measures: % of issues resolved on the first contact. Benefits: Reduces repeat efficiency, improves customer experience. Benchmarks: World-class BPOs aim for 70–75% FCR. Tips: Empower agents with better tools and product knowledge. calls, boosts Responses ÷ Total

5. 10 KPIS FOR BPO 3: Average Handling Time (AHT) What it includes: Talk time + hold time + after- call work. Why balance matters: Too long = inefficiency; too short = poor service. Target Range: 4 to 6 minutes (varies by industry). Optimization: Use AI scripts, knowledge bases, CRM integration. 4: Net Promoter Score (NPS) What it measures: Customer loyalty and referral potential. Scoring: 0–6 = Detractors, 7–8 = Passives, 9–10 = Promoters. NPS Formula: %Promoters − %Detractors Tip: Follow up with detractors for actionable feedback.

6. 10 KPIS FOR BPO 5: Call Abandonment Rate What it measures: % of callers who hang up before reaching an agent. Why it matters: High rates signal poor call routing, IVRs, or staffing. Goal: Keep under 5% for high-performing BPOs. Fixes: Reduce wait times, streamline IVR, real- time monitoring. 6: Service Level Agreement (SLA) Adherence What it tracks: Compliance with contractually defined service metrics (e.g., 80% of calls answered in 20 seconds). Client Expectation: SLA breaches risk penalties and loss of trust. Best Practices: Real-time thresholds, daily reviews. tracking, alert

7. BREAK SLIDE In the journey to success, sometimes you just need to pause, take a breath, discuss and appreciate how far you've come. Now, let's dive back in, recharged and ready to conquer the next steps together. www.acefone.com

8. 10 KPIS FOR BPO 7: Customer Effort Score (CES) What it measures: How easy it is for customers to resolve their issues. How it’s measured: “How easy was it to get your issue resolved?” (1–7 scale) Why it’s critical: Simplicity builds loyalty more than delight. Improve CES: Streamline journeys, unify support channels, reduce steps. 8: Agent Utilization Rate What it reflects: Time agents spend on productive tasks vs. idle. Formula: (Total Handling Time ÷ Total Logged- in Time) × 100 Good Benchmark: 75–85% for voice-based BPOs. Avoid Overutilization: balance and avoid burnout. Maintain work-life

9. 10 KPIS FOR BPO 9. Quality Assurance (QA) Scores Why QA matters: Ensures agents adhere to scripts, tone, compliance. Assessment methods: Call recordings, live monitoring, scorecards. QA tips: Regular feedback loops, coaching, and skill-based routing. 10: Monthly Recurring Revenue (MRR) Tracks predictable revenue to measure growth and stability. Guides pricing, budgeting, and reinvestment decisions. Essential for scalability planning. and long-term

10. Elevate Your BPO Performance with Smart Metrics WRAPPING UP – KPI-DRIVEN SUCCESS Quick Summary: Align KPIs with business goals & client expectations. Use dashboards for real-time insights. Empower teams with data-backed coaching.

11. Acefone THANK YOU FOR YOUR ATTENTION April 2025 contact@acefone.com www.acefone.com