BPO

You run a BPO. Someone inside is costing you clients. You just can't prove it. We can.

Now you can prove it.

Thousands of emails, calls, and Slack messages move through your BPO every week. In that noise, an agent is about to walk, a team lead is making your people resign, and a client your team swears is happy is evaluating your competitors. Every Monday, you get a scored report showing who to fix, who to fire, and which client to call before they call you.

THE GAP BETWEEN WHAT YOU HEAR IN YOUR OPERATIONS REVIEW AND WHAT'S HAPPENING ACROSS YOUR BPO:

Your head of operations, weekly business review:

“We’re in good shape. SLAs are green, attrition is down, and the client calls went well.”

Last week, your largest client’s emails sat unanswered for two days. Four night shift agents went dark in internal channels. Satisfaction scores on that account are sliding, and none of it will surface in the monthly report for another three weeks. Your Head of Ops doesn’t know. Your client does.

Your director of quality, weekly calibration session:

“We sampled 50 calls this week. Scores look strong. No major flags.”

50 calls out of 2,400. That’s what “scores look strong” is based on. In the calls they didn’t review, agents told customers “that’s not my department” and a night shift team lead berated a new hire on a recorded line. Your Director of Quality doesn’t know. The recordings do.

Your director of client engagement, last client QBR:

“The client loves us. They said the team is doing a great job. Renewal should be straightforward.”

The client’s VP of Operations emailed your team three times last month about response time delays. Nobody responded for 48 hours each time. They mentioned it to your Director of Client Engagement once, casually, over a call. The next mention will be in a termination notice.

These aren’t bad people. They just can’t tell you everything that’s happening across your operation every day. can. So you stop guessing and start protecting your clients, your people, and your revenue.

90-SECOND DEMO:

SEE WHAT YOUR MONDAY  MORNING REPORT LOOKS LIKE

Six customers waited 12 hours for a reply. Two agents rushed callers off the phone to hit metrics. The client emailed twice asking why response times are slipping. See exactly how PerformanceX catches both in your Monday report.

No login needed. No complicated dashboard.  Just open the PDF and see the truth.

WHAT YOUR TEAM TELLS YOU VS.
  WHAT'S ACTUALLY HAPPENING ACROSS YOUR OPERATION

What You're Working With Now

Quality reports based on 2% of calls that tell you everything’s fine while your biggest client’s satisfaction drops
Monthly operations reviews where every client is “happy” until one of them sends a termination notice
Exit interviews that tell you why agents left six months after the problems started
Night shift performance based on whatever your team leads self-report at the morning briefing
Agent utilization numbers that show seats filled but not whether a single client inquiry got handled well
A gut feeling that a team lead is the problem but zero documentation to act on it

What You Get Every Monday

See exactly where your operation stands: every team, every account, every shift. Scored and ranked.
Know who’s about to walk 60 days before they resign, with the evidence to save them or replace them.
Catch the client your team swears is happy but is actually one bad month from replacing you. Every Monday, with proof.
Get proof when a team lead is driving people out, with timestamps and incidents to act on.
Know which managers actually perform and which ones just play politics better. Scored weekly on results, not reputation.
Spend Monday mornings improving your close rate, fixing your phones, and making people decisions based on proof instead of gut feelings.

Here's Exactly

How PERFORMANCEX WORKS
FOR BPO COMPANIES

You’ve seen the gap between what your team reports and what’s actually happening inside your BPO. Here’s how we close it. Three steps. The first takes 15 minutes. The last one repeats every Monday for as long as you want the truth.

We Connect

15 Minutes

Connect your existing tools: Email, Slack, Teams, Zoom, RingCentral, Aircall. No disruption to your agents or your clients. No IT team needed. No changes to how your operation runs. Every Monday, each agent, team lead, and their managers get a performance report with specific wins, areas to improve, and next steps.

AI Analyzes

48hr Analysis

Name two people. The one your client keeps complaining about and the one your team swears is a star. Within 48 hours, we analyze 12 months of their communications and show you what’s actually happening. You’ll find out if the complaints are real and if the star actually performs. Then you decide what to do with the truth.

Clarity Delivered

Every Monday

Every Monday morning, you open one report and see your entire operation scored and ranked. Who’s delivering for clients, who’s falling behind, and which accounts need your attention before someone else tells you. Just the truth, with examples and timestamps, ready before your first call of the week.

Opportunity

2-5%

Of Interactions Your Quality
Director Actually Reviews.
The Problems That Cost You
Clients Hide in the Other 95%.

Cost Risk

$14K+

Cost to Replace One
Trained Agent When You
Factor In Recruiting, Training,
and Ramp Time to Full Productivity

First Contact

60 Days

To Act Before You Lose
the Person Holding Your
Biggest Account Together

Retention

30-45%

Annual Agent Attrition in
Offshore BPOs. Every Quit
Costs You Money, Time,
and Client Confidence.

PDF GUIDE

The Real Cost of Not Knowing What Your Team Is Doing

Free BPO Guide

The Trust Tax: What It Really Costs When You Can't See What Your Team Is Doing

PDF GUIDE

The Real Cost of Not Knowing What Your Team Is Doing

Why slow ticket responses quietly destroy client satisfaction and renewal rates

The hidden “mirror effect” where one disengaged agent drags the entire support team down

A worksheet to calculate your BPO’s real Trust Tax in missed SLAs, unhappy clients, and lost contracts

6-page PDF. No fluff.

Works With the Tools Your BPO Already Runs On

FROM BLIND SPOTS TO FULL PICTURE:

That customer who called, emailed, then hired your competitor? Now you’ll know exactly where the ball got dropped.

What You Have

What You See

Monday Report:

15-Minute Setup

Connect once, monitor forever

Catches Everything

Calls, emails, texts – nothing missed

No New Apps

Works with what you have

The Always-On Retrospective for Your BPO BUSINESS

A retrospective means looking back at what happened to improve going forward. PerformanceX continuously monitors every interaction, alerting you immediately to urgent problems while organizing everything else into clear weekly reports. Never miss what matters, never waste time guessing.

Real-time:

Instant alerts when someone costs you a customer on a recorded line.

Weekly:

One PDF per employee with scores, examples, and next steps.

Bi-weekly:

Which problems you fixed and which ones got worse since last Monday.

Monthly:

A month of evidence on every employee, ready if you need to act.

YOUR CLIENTS KNOW MORE ABOUT YOUR OPERATION THAN YOU DO. THAT ENDS MONDAY.

Right now, a client email is sitting unanswered. A night shift team lead is doing whatever they want. And your biggest client is one bad month from replacing your BPO. You just don’t have the proof yet. Now you will.

Report Breakdown

Page 1

Red alerts

Who needs immediate attention this week

Pages 2-10

Individual Scorecards

Performance scores for every employee

Pages 11-15

Good Behaviors

Wins worth recognizing and reinforcing

Appendix

Conversation Excerpts

Key conversation excerpts that support each finding

Real Examples You'll See:

Jake

Responded to after-hours email from stuck tech with troubleshooting ideas

Mike

Replied to ABC Property: “We’ll get to it when we can” – no follow-up for 72 hours

Sarah

Dispatcher Sarah rushed through 5 emergency calls saying “we’ll call you back”

Tom

Told customer on recorded line to “call my cell for a better price”

PDF in your inbox at 6AM. Print it. Read it over coffee. Know exactly what to do by lunch.

Name Two People at Your BPO.
We'll Show You the Truth.

Name Two People at Your BPO.

We'll Show You the Truth.

Pick the person your client keeps complaining about. And the one your team swears is their best. Two people. 48 hours. You’ll find out if the complaints are justified and if the star deserves the reputation. No contracts. No payment. Just the truth about how they perform.

Pick the person your client keeps complaining about. And the one your team swears is their best. Two people. 48 hours. You’ll find out if the complaints are justified and if the star deserves the reputation. No contracts. No payment. Just the truth about how they perform.

Questions Bpo Owners Ask Before They Start

How do I know if my agents are meeting SLAs or just gaming the metrics?

Your agents close tickets and make the numbers look right. But are customers getting problems solved on the first call? Are emails being answered with real solutions or templated responses that generate callbacks? PerformanceX tracks every email, Slack message, Zoom call, and phone interaction across your operation. You get weekly scores, response quality metrics, and proof of what each agent did with their shift. Not who hit their numbers. Who delivered for your clients.

My Head of Operations says all accounts are on track. How do I verify that without micromanaging?

Your Head of Ops protects their teams and their numbers. That’s their job. The problem is, by the time they tell you something’s wrong, a client has already called, an agent has already resigned, or a toxic team lead has already cost you $100,000 in turnover. PerformanceX doesn’t replace your Head of Ops. It shows you what they can’t see and what they won’t say. Every Monday, before the damage is done.

We lose 35% of our agents every year. How would PerformanceX reduce attrition?

Your best agents don’t complain. They just leave. But the pattern is the same every time: they slow down across every channel they work in. Emails take longer. Slack responses drop. They stop showing up on team calls. They go quiet with clients. PerformanceX sees it happening across every communication tool your BPO runs on and flags it before it becomes a resignation letter. You get 60 days to fix it. Without PerformanceX, you get an exit interview.

Our quality team reviews 50 calls a week out of thousands. What does PerformanceX do differently?

Your quality team samples 2% of interactions and writes reports on what they heard. PerformanceX analyzes every email, Slack message, Zoom call, and phone call across your entire operation, every week. Not samples. Not random pulls. Everything on your company-owned communication tools. You go from “we reviewed 50 calls and quality looks good” to “here’s what happened across 2,400 interactions this week, and here’s who needs your attention.”

My biggest client just complained about quality. How would PerformanceX have caught that before they did?

Your client didn’t wake up one morning and decide to complain. The quality eroded over weeks. Calls went unanswered. Follow-ups never happened. Agents gave responses that technically checked a box but left the client unsatisfied from day one. PerformanceX measures every person on that account against their job description and tells you who’s delivering and who isn’t. You would have seen the decline three weeks ago in your Monday report. Your client saw it three weeks ago too. They just waited until they were angry enough to call.

How does PerformanceX handle night shift performance when I can't be there?

You can’t be in Manila at 3AM. Your team leads know that. But PerformanceX sees everything that happens on company-owned tools, regardless of shift. How your agents handled client inquiries overnight. Whether follow-ups happened or sat until morning. And what was going on internally: which team lead was sending aggressive messages at 2AM and which agents went dark after midnight. You get both sides Monday morning. How your operation treated your clients and how your people treated each other.

I think one of my team leads is driving agents out. Can PerformanceX prove it?

This is the number one reason BPO owners call us. You see the attrition numbers on one team. You hear the rumors. But when you bring it to your operations director, they say “that team lead hits their numbers.” PerformanceX gives you timestamped evidence: which agents went quiet in every channel they share with that team lead, whose after-hours message volume spiked under their supervision, and who’s one bad week away from leaving. One toxic team lead can cost your BPO $100,000+ per year in agent turnover alone. We give you the documentation. What you do with it is your call.

Is it legal to monitor my agents with PerformanceX?

Yes. Federal law (ECPA) permits monitoring on company-owned devices and accounts with proper notice. PerformanceX handles the notice and consent framework for your operation. Your agents and team leads know it’s there. They get their own weekly reports. Here’s what most BPO owners miss: PerformanceX documents behavior and alerts you when action is needed. When you act on our warnings and alerts, your operation is protected. When you ignore it, you’re on your own.

Won't my agents resist being monitored?

PerformanceX isn’t hidden. Every agent and team lead gets a weekly scorecard with wins, areas to improve, and next steps. Managers get the same plus account-level and shift-level insights. Your best agents in Manila or Bogota feel invisible. They do great work that nobody in the US office ever sees. PerformanceX makes sure high-performers get noticed, no matter where they sit or what shift they work. It’s not a watchdog. It’s a spotlight. BPOs using this approach report 22% higher employee satisfaction.

Can PerformanceX fairly evaluate agents across different accounts and skill levels?

Every score comes from emails sent, Slack messages answered, Zoom calls attended, and phone interactions completed. Not opinions. Not team lead favorites. What your agents did this week, measured. PerformanceX never factors in race, gender, age, sexual orientation, religion, disability, national origin, or any protected characteristic. No personality bias, no recency bias, no “who’s loudest in the team meeting” bias. The data shows what happened. You make the decisions. That’s fairer than any manual quality review your team has ever done.

I have agents in the Philippines, India, and Mexico. Does PerformanceX work across geographies?

PerformanceX monitors company-owned communication tools regardless of where your agents sit. If your team in Manila uses company Slack, company email, and company Zoom, we analyze all of it. If your team in Bogota uses the same tools, we analyze that too. You get one unified view of your entire operation every Monday, no matter how many locations or time zones you run.

How does PerformanceX turn my gut feeling about a problem employee into evidence?

You feel it in operations reviews. You see it in how agents request transfers off a certain team lead’s shift. But when you bring it to your management team, you’ve got nothing concrete. PerformanceX gives you timestamped evidence: declining response quality, dropped collaboration with teammates, negative interactions in internal channels. You go from “I think there’s a problem” to “here’s what happened on your largest account’s night shift on Tuesday at 2AM.”

How do I document performance for termination in a BPO?

Every week, PerformanceX scores every person against the job description you set for their role. Not against an average. Not against what their manager thinks. Against what you said you need from them. If someone isn’t delivering, the evidence builds itself. By the time you’re ready to have the conversation, you have months of specific examples, timestamps, and scored reports showing exactly what happened. Need a formal performance improvement plan? Talk to your PX sales rep. We offer that as an add-on you can purchase for specific scenarios. But the documentation to act is already in your inbox every Monday. We don’t make hiring or firing decisions. We give you the proof to make yours.

Our agents handle sensitive customer data. Does PerformanceX access that data?

We monitor communication behavior on company-owned tools with notice and consent. We track response times, follow-through on commitments, and collaboration across your operation’s channels. We never evaluate the substance of customer data or store payment information. Your compliance obligations don’t change. The reports show who’s working and who isn’t, not what customer data they’re handling.

We already have call recording and a quality team. Why do we need PerformanceX?

Call recording gives you files. Your quality team gives you samples. Neither one makes your people better. PerformanceX analyzes every interaction across every communication tool your operation runs on and delivers a weekly report to every person with specific wins, specific gaps, and specific next steps. It’s not just monitoring. It’s an always-on coaching system that tells each person what to do differently next time. Your quality team tells you what happened on 2% of calls. PerformanceX makes your entire operation better every week.

One team lead gets all the easy accounts while another gets stuck with the difficult ones. Can PerformanceX show me that?

PerformanceX shows you agent and team lead performance across every account. If one team lead’s agents are handling simple inquiries while another’s team is drowning in complex escalations, you’ll see the gap in workload, performance scores, and which agents are going quiet. How you assign accounts is your decision. We make sure you’re making it with the full picture.

What tools does PerformanceX integrate with for BPO operations?

Gmail, Outlook, Zoom, Google Meet, Microsoft Teams, Slack, Aircall, RingCentral, Asana, and Jira. If your agents and team leads communicate through it, we analyze it. Setup takes 15 minutes. Zero IT involvement. Your agents keep taking calls, your team leads keep managing shifts, your operations team keeps running accounts. Nothing changes except everyone gets a weekly report showing how they performed.

Isn't this overkill for a 100-agent BPO?

At 100 agents, one bad team lead can force 15 resignations in a single quarter. That’s $200,000 in replacement costs and every account that team handles running on new hires who won’t be fully productive for months. At your size, that’s not a team lead problem. That’s a client retention crisis. PerformanceX shows you who’s causing the damage before it becomes one.

How long until I see results?

48 hours for your first two-employee proof analysis. After full deployment, your first weekly reports land the following Monday. Most BPO owners tell us the first report changes how they think about their operation. By Week 4, you know who’s delivering for clients, who’s falling behind on accounts, and which team leads need your attention before you hear about it from a client.

BPO OWNERS: NAME TWO PEOPLE AT YOUR OPERATION.
SEE THE TRUTH IN 48 HOURS.

The problems are already there. You just can’t see them yet. Fill in your details. 48 hours from now, you will.

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