Measuring Success: Defining KPIs and SLAs in Outcome-Based Models

The Numbers That Didn’t Matter: A Story of Real Success Metrics

It was a Monday morning when Priya, the COO of a fast-growing e-commerce company, stared at a report that boasted “100% SLA compliance.” Her outsourced customer support partner had ticked every box—calls answered in under 30 seconds, average handle times within range, and zero backlog on email queues.

Yet, customer complaints were rising. Refund rates had doubled. The brand’s NPS had dipped alarmingly.

“How can everything be green… when nothing feels right?” she asked aloud.

The Wake-Up Call

Priya’s company had outgrown its traditional outsourcing model. What worked when they were smaller—measuring effort through rigid SLAs—wasn’t aligned to the challenges of scale and customer experience.

She needed a partner, not a processor.

That’s when Vasutti stepped in.

The Conversation That Changed Everything

In our very first meeting with Priya and her team, we asked a simple question:

“What does success look like for your business—not your vendor?”

The room went silent.

Then came the real answers:

• “Higher customer retention”
• “More five-star reviews”
• “Fewer product return requests”
• “Faster issue resolution without escalations”

None of these outcomes were in their current SLA framework. What they were measuring wasn’t what mattered.

The Shift: From SLAs to Outcomes

Together, we revisited their entire outsourcing construct. SLAs became supporting levers—not the main act. We co-created Outcome-Based KPIs that tied directly to business goals:

These weren’t just metrics. They were commitments.

Building the Right Model

At Vasutti, we built a performance framework that included:

• A joint governance cadence with both client and delivery ownership
• Technology dashboards to track real-time impact
• A gainshare model—if we beat the KPIs, both parties won

We didn’t just operate as an outsourced partner—we became a part of Priya’s customer success ecosystem.

The Results That Spoke for Themselves

Within 6 months:

• First-call resolution jumped by 25%
• Refunds reduced by 18%
• Customer satisfaction improved by 2.4 points
• And yes, the “SLA dashboard” still looked good—but now, it meant something

Priya had her answer. Green metrics now aligned with green signals from the business.

Why This Matters

Outcome-Based Outsourcing isn’t just a new contract format—it’s a new mindset. One where performance is judged by value, not volume. Where KPIs are not operational vanity metrics, but true business levers.

At Vasutti, this is our DNA.

Ready for a Different Kind of Partnership?

If your outsourcing success still looks like a checklist of green boxes—but your business isn’t seeing green—let’s talk.

Let’s move from output to outcomes that matter.

Let’s talk. Drop us a note at info@vasutti.com