Case Study: OP360 boosts agent performance with SuccessKPI

OP360 cuts coaching time by 20% with SuccessKPI

OP360, a provider of 24/7 contact center services handling over 56 million interactions annually, faced a challenge in empowering its agents with clear performance visibility. The agents received feedback from multiple disparate sources, so they partnered with SuccessKPI to implement its AI-powered workforce engagement management (WEM) solution to unify their metrics.

SuccessKPI provided a single, unified solution that streamlined data into a weekly, color-coded scorecard. This implementation enabled OP360 to score 100% of calls and streamline coaching. The results included a 20% reduction in coaching time per session, a 15% drop in hold time, and an 8% decrease in average handle time, leading to faster resolutions and a higher-quality customer experience.

OP360