OP360 Raises the Bar for Agent Performance

Business Overview

OP360 provides 24/7/365 contact center services for complex customer engagement and back office functions, handling more than 56 million customer interactions per year across major vertical industries such as health care, e-commerce, retail, and manufacturing.

The Vision

As a people-first organization, OP360 set out to empower its agents with better visibility into their performance and clear development pathways.

Before SuccessKPI’s implementation, agents at OP360 received performance feedback from multiple sources. SuccessKPI provided a single, unified solution that streamlined data into a color-coded scorecard updated weekly — empowering agents and enabling leadership to coach with clarity.

Key Success

Since the WEM solution launched, OP360 has seen:

• A 20% reduction in coaching time per session, enabling supervisors to be more efficient.
• A 15% drop in hold time, improving responsiveness and customer experience.
• An 8% decrease in average handle time.
• Better agent empowerment, visibility, and more consistent delivery on client outcomes.