Productivity in typical BPO is nothing but the required login an agent can give which exclude the break time.
Productivity is a simple measure that calculates the ratio of what is produced to what is required to produce. In other words It is the ratio of efficiency over effectiveness. BPO or Business Process Outsourcing is a type of business model where a key activity like marketing is outsourced to another company or companies. Productivity in terms of BPO is same as in any other business. Companies which use BPO's to outsource their business processes are able to capture new efficiencies and consequently they improve their productivity.