The BPO industry is the most volatile of all when it comes to operations. You are not only dealing with high volume but the workforce primarily is young and just out of college. With the given parameters you need to delivery and so it becomes critical that you monitor your business even more closely with KPIs that are capable of identifying the minutest possible anomaly.

Some of the KPIs that are key to any BPO are Average Handling Time (AHT), Customer Satifaction and Quality to name a few. These as we know indicate how a center is performing and allow the management to deal with business exceptions. In some cases a good Customer Satisfaction level doesn't always mean that a center is doing well as that would mean resources are spending unnecessary time with the customers leading to a high AHT and less profitability or it could also mean that the resources are in-experienced and are not able to delivery quality support or assistance to customers thus affecting overall quality.