Transformación SaaS para soluciones de centros de llamadas
Una empresa de tamaño intermedio que vende soluciones para centros de llamadas desea hacer la transición a un modelo SaaS. Analice el impacto en su organización y su rentabilidad.
This is an operations case in the format of the interviews run at BCG. Allow 30 min to work through its 4 steps, at an advanced level. It mainly trains business sense, chart reading, calculation and structuring. Below you will find the brief and the questions of each step, without the answers: the point is for you to solve it yourself.
Skills practiced
- Business sense
- Chart reading
- Calculation
- Structuring
The brief
The client's question
El CEO le pide que estime el impacto de esta transformación SaaS en la organización y la rentabilidad de la empresa.
4 steps to solve this case
Here are the questions you'll need to answer.
Solve each step with the AI coach that guides and evaluates you in real time.
How to approach this case
An operations case asks you to describe the process before trying to improve it. Rebuild the chain step by step, then look for where time, capacity or quality is lost by asking for measurements at each step. The bottleneck is rarely where the client places it, which is why comparing the throughput of each link pays off. There is no ready-made grid for these cases: an issue tree built on the client's actual process beats a memorised structure.
This case involves calculations: talk through your arithmetic out loud, round when it is reasonable and state the order of magnitude you expect before the exact result. It also includes a chart or table to read: first say what the axes show, then give the main message in one sentence before going into detail.
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Frequently asked questions
How long does this case take?▼
Allow 30 min to solve it under interview conditions. It is split into 4 steps, which you can also work on one at a time if you prefer to take it slowly.
What level is this case?▼
This case is rated advanced. Keep it for the end of your preparation, when you get through cases without help and want to be stretched before the real interview.
How can I practise this case?▼
On FrameLab, you can solve it in writing with the AI correcting each step, take it out loud with an AI interviewer leading the interview, or run it with a partner. The first 7 days are free.