Durables – BPOC

SMART KPIs: DURABLES

Strategic Insights

Expert-Led Product Knowledge & Use Case Training

► Training should be conducted by experts to ensure accuracy, confidence & seamless customer support.

Stronger Supply Chain & Vendor Coordination

► Efficient supplier communication minimizes procurement delays & prevents production bottlenecks.

Higher Customer Trust & Brand Reputation

► Fast warranty resolutions & robust after-sales support enhance customer loyalty & repeat business.

FCR

(First Call Resolution)

Strategic Impact
Faster resolution of technical issues & supply chain queries, reducing operational delays

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Improved efficiency in supplier & customer interactions

Industry Standard
5-8 minutes per interaction

Order

Fulfilment Rate

Strategic Impact
Higher reliability in manufacturing supply chain operations

Industry Standard
95%-98% on-time order fulfilment

NPS

(Net Promoter Score)

Strategic Impact
Stronger partnerships & repeat business from industrial buyers

Industry Standard
Above 50 (Positive Score)

CSAT

(Customer Satisfaction Score)

Strategic Impact
Enhanced reputation & higher B2B contract renewals

Industry Standard
85%+ satisfaction score

Service

Level & Call Abandonment

Strategic Impact
Faster response times, improved supplier trust

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%

Downtime

Resolution Efficiency

Strategic Impact
Minimized production losses & optimized equipment performance

Industry Standard
Resolution within 2-6 hours for critical issues

Warranty

& Claims Processing

Strategic Impact
Faster resolutions, reduced financial loss from delayed claims

Industry Standard
Claims processed within 5-7 business days

Supplier

& Vendor Support

Strategic Impact
Lower churn, increased lifetime patient value

Industry Standard
Below 5% monthly churn

Digital Engagement

& Self-Service

Strategic Impact
Cost reduction through automation, improved global scalability

Industry Standard
50%-60% of queries handled via self-service