bpo
What are the key metrics and KPIs to focus on when evaluating the success of a BPO partnership?
VPs and senior managers of growing D2C companies earning $5M or more in revenue may monitor Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), Average Response Time, Average Handle Time, Customer Effort Score (CES), quality assurance scores, and SLA compliance. Strategic indicators such as customer retention, repeat purchase rates, escalation trends, revenue per customer, and cost per contact may also be tracked to gain deeper insight into long-term value creation.