A contact centre in Manila: billable hours, profit, and what 30 percent fewer calls do
New to this industry?Start with its one-minute summary: Staffing and outsourcing
The prompt
Harbour CX (a fictional outsourcing firm in the Philippines) runs a 500-agent customer service team for a bank. Each agent is paid for 2,000 hours a year, at a cost of USD 4.50 an hour including benefits, and 85 percent of paid hours are billable (the rest go on training, meetings and breaks). The bank pays USD 12 per billable hour. Supervisors, the site, IT and recruiting cost USD 3.6 million a year. What are revenue, profit and margin? Then the bank adds an AI assistant that cuts calls by 30 percent, and Harbour CX cuts agents to match. What is profit if the site and support costs stay the same?
Practice with a partner
1. Send the interviewer link to a friend. They read the case aloud and hold the answers.
2. You open the candidate view: you see only the prompt, a timer and a notes box.
3. Speak the case out loud. Your partner shares data when you ask, then scores you with the rubric.
Interviewer view
For the person running the case
Candidate view
For the person answering the case
Clarifying questions, with the interviewer's answers
My notes on this case
0 of 5,000 characters. Saves automatically.