Business Simulation: Call for Cash für Call Center Betreiber

To run succesfully a Call Center is not an easy activity. Every member of a call center team should be familiar with basic financial terms to make sure, that the expected margins will be generated.
THe scope of this simulation is to run successfully a callcenter on a solid financial basis. The participants operate the daily business and create the financial figures at the end of a fiscal year. Balance sheet, profit+loss Statement and Cash-FLow statement are mandatory elemts in this process. After analyzing the figures measures must be created to bring the business closer to the financial goals.

creation of Balance-sheet and P+L statement interpretation of relevant KPI (key performance indicator) liek EBIT - Margin equity-quote, ROA (return on assets), Econic Value Added (=EVA), contribution margin,
lever for Business improvements: Cost-Management, Cash-Pooling, Claims Managment, introduction quality- and process Management.

participants learn about the story behind the figures in a callcenter Business . clear picture of controlling levers and their contribution to financial figures . focus on the expactations of equityholder and their idea of meeting goals. The „Economic Value Added“-concept. The allocation problem of indirect cost management in the area of administration, Sales and Servive Agreements.

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