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A contact centre in Manila: billable hours, profit, and what 30 percent fewer calls do
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?
Your interviewer will share data as you ask for it. Ask clarifying questions, state a hypothesis, then lay out your structure out loud before you calculate.
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