Optimización Centro de Llamadas
Reducir el número de llamadas a los asesores telefónicos en sucursal para un banco, proponiendo un enfoque de transformación.
This is an operations case in the format of the interviews run at McKinsey. Allow 30 min to work through its 4 steps, at an intermediate 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 Director de Transformación le pide que identifique qué se podría implementar para reducir el número de llamadas a los asesores telefónicos en las agencias y que proponga un enfoque para abordar esta misión.
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 intermediate. It assumes you can already structure a problem and carry a calculation without losing the thread, and it asks you to move from step to step without being guided at every question.
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.