KPI Setup

Define KPIs per position, then assign them to employees

📊 BPO Industry Benchmarks

Reference targets when setting up KPI templates

BPO Agent

FCR: 80%+

CSAT: 4.2/5

AHT: <360s

QA: 90%+

Attendance: 95%+

Team Manager

Team FCR avg

Attrition: <5%

Coaching sessions/month

Escalation rate: <10%

QA Analyst

Audits completed

Calibration score

Fatal error rate

Feedback turnaround

Support / Tech

Ticket resolution time

SLA adherence

Reopen rate

CSAT

Select a position to check its weight totals 100%

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