KPIs for AI‑Assisted BPO: Measure What Matters
If you can’t measure it, you can’t scale it. Use this KPI set and review cadence to keep performance moving up and to the right.
The KPI Set
| KPI | Definition | Target |
|---|---|---|
| Inbox to touch | Time from arrival to first human action | < 15 minutes |
| Cycle time | Start → finish of placement or service task | −30–50% vs baseline |
| TAT | Turnaround time for standard requests | Endorsements 24–48h; COIs same day |
| Accuracy | Critical‑field pass rate | Target ≥99% (sampled critical fields) |
| Exceptions | Volume, severity, ageing | Declining trends; ageing < target |
Cadence
- Daily: operational dashboard (owners on red items)
- Weekly: scorecard with actions and dates
- Monthly: PIR, root causes, experiments, wins
Tie to Dollars
- Bind ratio lift from faster cycle time
- Billing leakage reduction; fewer commission exceptions
- Retention and broker satisfaction from reliable service
AI Assisted BPO Expert Insured AMS
Related Reading
FAQs
How often should we review KPIs?
Daily dashboards for ops, weekly scorecards for leads, and a monthly PIR to turn metrics into improvements.
What accuracy is realistic?
Set ≥99% on critical fields with clearly defined sampling and an error taxonomy. Track remediation owners and dates.
