BCG · Operations · Hard · Travel / Customer Service · Voice-ready

TravelLine Call Center Optimization

TravelLine Call Center Optimization: Our client operates in travel / customer service. BCG-style interviewers want a recommendation in 20–25 minutes. Last year the business did about $88 million of revenue. Leadership is not sure whether the issue is price, mix, cost, capacity, or a strategic move (enter, acquire, or exit). Your job is to structure the problem, use the exhibits, do the math out loud, and close with a decision they could run.

Ned is a fictional coach persona. CoachNed is independent practice software, not affiliated with Deloitte, McKinsey, BCG, Bain, or any other firm. It is not connected to any real consultant named Ned Calder.