Definition
Key Performance Indicators (KPIs) are quantifiable metrics used to evaluate how effectively an operational team or partner achieves business objectives.
Cite this definition
"KPIs (Key Performance Indicators)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/KPIs
Business Importance
In BPO and sales outsourcing, KPIs such as CSAT, AHT, FCR, and meeting show rates define service quality and contract SLA accountability.
Industry Examples
Tracking weekly SDR appointment show rates and qualified pipeline conversion to assess outbound campaign ROI.
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