At OP360, we believe that when our people thrive, our clients and their customers thrive too. That’s why we’re thrilled to share the impact of our partnership with SuccessKPI, a leader in AI-powered workforce engagement.
Why This Matters
Contact centers run on people power, and empowered agents are the backbone of exceptional customer experiences. By adopting SuccessKPI’s unified performance scorecard, we’ve transformed the way we coach, engage, and support our teams.
Instead of juggling feedback from multiple sources, our agents now have a clear, color-coded scorecard that tracks their progress on a weekly basis. This not only fosters transparency and accountability, but also sparks more meaningful coaching conversations—focused on solutions, rather than surprises.
The Results We’re Seeing
Since launching the framework, the improvements have been tangible:
- 20% shorter coaching sessions, giving leaders more time to develop people
- 15% reduction in customer hold time
- 8% drop in AHT—direct wins for the customer experience
A Partnership That Reflects Our Values
For OP360, this partnership is more than just about numbers. It’s about creating an environment where our people feel supported, engaged, and equipped to succeed. With SuccessKPI, we’re reinforcing our people-first culture while delivering measurable outcomes for our clients.
Looking Ahead
As we continue scaling this framework across more teams and programs, one thing is clear: empowering agents is the key to elevating customer experiences. And with partners like SuccessKPI, we’re making that vision a reality every day.
Read the full joint press release here, where we delve deeper into the partnership, its implementation, and the results we’ve seen.
