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…
About this simulation
A 90-minute, 4-round basic Express simulation for Spanish vocational training (Formacion Profesional), module 0917 Gestion de proyectos de television y radio of the Tecnico Superior en Produccion de Audiovisuales y Espectaculos (Real Decreto 1681/2011).
The learner is Lucia Arriortua, a newly qualified production coordinator of an independent production company who runs a fictional daily live studio magazine commissioned by a national channel for 41,800 euros an episode, with a target share of 12 per cent, over four seasons and 825 episodes, from June 2027 to June 2031.
Four situations set the programme's course: June 2027, and what the format is (tested with a pilot and sized to the slot, not a star presenter who lifts the launch and costs the third season) and how the cost per episode is built (item by item against the price, not below cost to win the commission); June 2028, and how the team is hired (a stable team on the payroll) and how the programme answers a rival that moves into its slot (differentiated content, not half an hour longer); June 2029, and how the renewal is signed (a price linked to the share, not a guaranteed share paid in penalties) and how the commercial income is raised (sponsorship identified on screen); and June 2030, and how the last season is made and the end of the contract closed (re-costed, the format rights kept).
Two critical errors cap the round: the regular team invoiced as false freelancers and covert paid mentions. Some mistakes look fine on the day and come back seasons later. KPIs: share kept against the target, net cost per episode, compensations and penalties, and episodes at risk. Lesson: the cost per episode has to fit what the share can bill. Spanish primary, English parity.
Fictional company, channels, programme, city and people; real curriculum and rules cited.
Who it is for
An introductory simulation that assumes no prior knowledge of the subject, designed for undergraduate courses. It also works in vocational and high-school programmes and in onboarding sessions.
How a session runs
- The instructor creates a session from the Eureka dashboard and invites the participants.
- Participants play 4 rounds. In each one they submit their decisions and the simulation calculates the results. The first round opens with: lunes 7 de junio de 2027, 9:00: el formato y el coste por capítulo.
- The simulation can be run in English, Español.
- The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.