Customer Support Outsourcer
Run a 400-seat contact-centre company bidding for support contracts from banks, retailers and software firms. Price per agent, hold service levels, and keep attrition from eating every new contract.
You run a customer support outsourcer with centres in two cities. Clients pay a yearly contract for a team of agents who answer their calls, chats and emails, and they judge you on two things: the price per seat and whether their customers stop complaining. The decisions are a manager's daily trade-offs: how cheaply to bid against the offshore giants, how many agents to hire ahead of a contract you might not win, what to pay to keep attrition below 40%, and whether to specialise in regulated work like banking or go after volume in retail. It teaches how a people business prices capacity, why utilisation and attrition decide its margin, and how a team balances winning growth against delivering for the clients it already has.
$5.00 a seat · 4 simulated years, decided quarterly · by SparkTower.