KPI Setup

Define performance metrics per role — auto & manual KPIs with AI-optimised weights

📊 BPO Industry Benchmarks

World-class BPO KPI targets for reference when setting up your KPI templates

BPO Agent

FCR: 80%+

CSAT: 4.2/5

AHT: <360s

QA: 90%+

Attendance: 95%+

Late: <3x/month

Team Manager

Team FCR avg

Attrition: <5%

Coaching sessions/month

Escalation rate: <10%

Reporting accuracy

QA Analyst

Audits completed

Calibration score

Fatal error rate

Feedback turnaround

Process adherence

Support / Tech

Ticket resolution time

SLA adherence

Reopen rate

CSAT

System uptime