El Contact Center

A year on the inbound support campaign of a fictional internet and TV operator, run by a fictional BPO in Barranquilla, Colombia: six months as an agent on her own calls, then six months as the leader of a team of 14 former colleagues.

Decision 1 (January, her own calls): how she handles calls (meet the 6-minute AHT by closing fast and transferring, resolve the whole need and document it, or follow the script to the letter); identity verification before giving or changing account data; what she does when a customer asks to cancel (transfer without registering, register the request with its unique code and make one retention offer, or keep making offers until the customer gives up).

Decision 2 (April): when to escalate (never, everything off the script, or by a matrix for fraud, vulnerable customers, mass failures and formal complaints); a billing failure that charged thousands of customers twice (case by case, report the documented pattern, or blame billing); a struggling new colleague (her trick of transferring long calls, send him to the supervisor, or listen to his calls together).

Decision 3 (July, promoted to team leader): how quality is monitored (only complaints, a public AHT ranking, or random samples with same-day feedback and calibration); a new agent resolving 48 percent of calls (written warning, weekly coaching, or classroom again); the star agent with the best AHT and 22 percent of calls cut in 30 seconds (praise him, review and correct with data, or ask for his dismissal).

Decision 4 (October, before the high season and the contract review): what the team bonus pays on (AHT, retentions and sales, or resolution and satisfaction with AHT as a diagnostic); the quarterly report for the client (as it comes, doctored by reclassifying abandoned calls, or complete with the root cause of repeat calls and an action plan); the season schedule (overtime, shifts fitted to the call curve, or freezing coaching).

The model is deterministic and monthly: her call style sets her own resolution, satisfaction and handle time; from July team skill grows with coaching and falls with turnover, gaming of the AHT metric cuts resolution, and unresolved calls come back as repeat calls that load the queue and lower the service level.

The score combines the quality of each decision with first-contact resolution, satisfaction, service level, compliance and turnover, and is capped when a decision breaks the rules (stalling a cancellation the user asks for, a doctored report to the client). Spanish (primary, Colombia) and English.

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.