The month is won or lost long before month-end.
economiCX connects what you sell and budget to the people, seats and payroll it takes to deliver, and to the P&L, balance sheet and cash it produces. Every day it shows you where the month is landing, and it lets you test where you could go next.
For outsourcers and captive contact centers, across countries and currencies.
One model, from the first price to the last cent.
Five steps, one set of assumptions. Pick a step to see it working.
Price to the margin you want, not the rate you hope for.
Set a target EBITDA and economiCX solves the rate, or enter your own direct billable rates. Rates can hold as one rate across the term, step up with COLA each year, or be set contract year by contract year. Underneath it is the real cost of delivery for that country and site.
- Staffing sized with Erlang C from volume, handle time and your service level, with training classes and ramp
- Direct Support by ratio, site and seat cost, SG&A
- Statutory payroll for the country: tax burden, allowances, 13th month
- Every new Proposal comes with a hiring blueprint: who you need to hire, and when, to reach every client ramp goal
- Each Variant tries different locations, staffing groups and rates for the same Proposal
The deal you win is the forecast you run.
Migrate to Planning moves the winning Variant into Planning. Campaigns, the hiring blueprint and its training classes arrive intact. Nobody rebuilds the deal from a handoff deck.
- A weekly staffing walk carries every class through training, nesting and ramp
- Attrition, graduation and agent transfers between campaigns
- After the win, the deal stays tracked: priced against the forecast and the last cycle lock, with the variance month by month
- Set once for the org, country or location, changed only where they differ
Know where the month is landing while you can still act.
The Intramonth Tracker on Performance replays the approved financial plan's month day by day across every line of the campaign P&L. With no actuals entered, it matches the approved financial plan to the cent.
- Enter Daily Actuals for volume, hours and headcount, and every line that depends on them moves
- Change a wage, billable rate or tax percent once, and every remaining day reprices
- Reporting Coverage shows how much of the month is actual, and Call-Outs say what moved
| October | |
|---|---|
| calls | $0.880 / min |
| handle time | min / call |
| regular hours | wage $17.50 |
| overtime | 1.5× $26.25 |
| leads | $24.00 × 8 h |
| managers | $6,200 / mo |
| total revenue | min × rate |
| total payroll | all staff |
| tax & benefits | 22.0% payroll |
| indirect costs | $18,040 / day |
| gross margin | |
| gross margin % | of revenue |
Four statements from the model that sized the floor.
The scenario comparison, P&L, balance sheet and cash flow all come from the same operating assumptions. Nobody re-keys headcount into a finance model at month-end.
- The scenario comparison puts Current, Previous, Budget, Optimal, Historical and any saved Sandbox scenario side by side, from revenue to EBITDA, by location, client and line of business, with the variance between any two
- Cash knows when each client pays, from their payment terms, and when payroll lands
- Capex and debt service flow through the balance sheet and cash
- Every statement exports to Excel
- Wages and rates in local currency, every total converted with one FX rate per currency per year (a year without one uses the latest earlier rate)
Ask what if without touching the forecast.
The Sandbox, for country and organization admins, works on the campaigns you pick: change their levers or move them to another site, and the what-if P&L sits beside the forecast month by month, up to three years out.
- Over 25 levers per campaign, set by client, complexity level or campaign: rates and COLA, handle time, occupancy, attrition, absenteeism, AUX, training, Direct Support ratios, raises, on-site staffing, automation, payment terms and payroll timing
- Move a campaign to another site, and its wages and statutory costs follow it there
- Goal seek solves one lever for the EBITDA or margin you name, and lever ranking shows which lever moves EBITDA most
- Extend a contract by a year or two, lay in up to five open proposals from Sales with their P&L and cash, or run a deal check on one: the combined EBITDA % and the desks it needs at each site
- Runs save nothing. Save the what-ifs you like as scenarios, private or shared, and put two beside Current in Analytics or export them
Your forecast of people, checked by the model.
The training register is the hiring forecast your team runs: every class, when it starts, how many it hires, how many graduate. Staffing and training in the Sandbox what-if reads it against demand and the seats you actually have, 52 weeks ahead, and comes back with alternatives.
| Class | Starts | Hires | Graduation rate | Graduates |
|---|---|---|---|---|
| Class 1 | Week 1 | 66 | 92% | 61 |
| Class 2 | Week 1 | 62 | 90% | 56 |
| Class 3 | Week 6 | 32 | 90% | 29 |
| Class 4 | Week 13 | 20 | 88% | 18 |
- Add Class 5: 28 seats starting week 10, in the free morning session. It closes the client's week 18 ramp.
- Start Class 4 a week earlier: the afternoon session is open that week.
- Hire a trainer in Manila from week 9: Classes 4 and 5 overlap.
- Production floor: 12 seats short from week 18. Build out, or open remote spillover.
- Sales hands over the blueprint. Every new Proposal comes with a hiring blueprint. Migrate to Planning turns it into training classes in the register.
- Your team runs the forecast. The training register holds every class: start and graduation dates, curriculum, hires, absenteeism, graduation rate and graduates. It drives the weekly staffing walk, training hours and payroll, and from there the P&L and cash.
- The model offers alternatives. Staffing and training in the Sandbox what-if shows the staffing gap week by week, 52 weeks ahead, suggests classes to add, move or cancel, packs them into your morning and afternoon classroom seats, and flags when you need a trainer, more floor space or a transfer between campaigns. Levers for training length, graduation, absenteeism and billable rate let you test a campaign first.
- You decide. Suggestions never change the register on their own. Your team takes what fits, and every class then runs day by day in its training journal.
Every layer of the house, on one model.
Leadership, operations, workforce management and training usually run on different tools. In economiCX they share one model, so a number leadership sees can be followed down to the campaign, the desk, the day and the class.
Price the deal, win it, migrate it, run it, report it. The full loop.
The same model, starting at Planning. Budget the operation for your own customers, then run and report it.
Every deal in one pipeline, from draft to won.
Each Proposal moves from draft through review and approval to submitted, then won or lost, with its win probability beside its status and its due date, go-live and expiry on one quarterly timeline. The pipeline adds up the year's revenue, the FTE it needs and the lifetime value of every deal, in full and weighted by the odds of winning, and each row opens onto its staffing, financials, rates and training. Claim a Proposal to edit it, and everyone else sees who has it. Once a deal is won, Migrate to Planning carries it across, and its variance page keeps comparing what you priced with what is running.
A daily journal for every training class.
Trainers record each training day: who was late or absent and the minutes lost, the agenda planned against what was covered, the wins, the risks and challenges. Once validated, the day is locked for everyone. The class summary rolls it all up.
- Billing disputes, Tier 2
- Refund approvals in the CRM
- Call shadowing, 2 hours
- Escalation role-play, carried to day 10
Staffing sized with Erlang C, seated on the floor.
Required headcount comes from each campaign's volume, handle time and service level, sized with Erlang C for live channels, and sits beside the heads you have, week by week. The floor plan puts every campaign in its production zone and every class in a training room, morning or afternoon, so a shortfall shows up in people and in desks.
Every campaign, every day, against the approved financial plan.
Supervisors enter each day's actuals in the campaign's tracker: hours, handle time and the headcount walk, from starting headcount through training, graduates, transfers and attrition. Required headcount sits beside actual, and a timeline shows which campaigns are behind on reporting.
| Headcount today | Required | Actual | Variance | Reporting |
|---|
Three horizons: the month, the year and three years.
Performance shows the current month, day by day, against the approved financial plan. Analytics shows the calendar year: actual months, this month's outlook from the trackers and the months ahead from Planning, as P&L, balance sheet and cash flow, compared with Budget, Optimal and Historical. The Sandbox looks up to 36 months ahead: the forecast and the what-if side by side, with contract extensions and the proposals you lay in.
Built for how contact centers actually work.
What generic planning tools leave to a separate spreadsheet, economiCX builds in.
Payroll that knows the country.
Every country pays its people differently, and economiCX already knows how. Statutory rules for 53 countries, market wage benchmarks and public holidays come built in, so an agent's true cost is right from the first forecast: wages, premiums, employer taxes, benefits and mandatory bonuses. Set your own once, for a country, a state or a single site, and the closest setting wins. Whatever your team enters always comes first.
Goals that hold.
Set a goal once and it holds. Lock a target on a country or a client, like 4% absenteeism, and every site and campaign beneath it is measured against that goal, never one of its own. Sites still plan what they really expect, and the gap between plan and goal shows up as waste or savings, in dollars. Before a change to a goal reaches the levels below it, you see every value it will touch.
Hiring and holidays, by the rules you run.
Every class recruits the heads it really needs, with time to hire and fallout set by how hard each role is to fill. Public holidays come from the calendar, you pick which ones each campaign staffs, and training skips the days it doesn't train.
Seats and sites, drawn to scale.
Draw each floor the way it really stands, and see what fits where. Production zones, training rooms and planned build-outs sit on the floor plan, so you know a site is running out of seats before a class does. Tag the rooms that meet PCI DSS, HIPAA, GDPR or ISO 27001, and each client's work lands only where it's allowed. Every site sits on one world map, shaded by what it earns.
Expense and contract registers.
Every cost has a reason, and economiCX prices it by that reason. Leases and the other site contracts run on their own dated timelines, renewals included. Everything else moves with what drives it, from headcount and training starts to seats and a share of revenue, so when the forecast moves, the cost moves with it. Each line lands where it belongs: one client, a shared split, or SG&A. Where a country requires severance, it's already there.
A forecast you can defend.
On the input lock date of a Planning Cycle, contributors and site and client admins stop editing while country and organization admins carry on. The first version is saved automatically, and every saved version is locked. Choosing the approved financial plan takes a typed confirmation. Voiding it needs a reason and leaves an audit trail, and the previous approved financial plan stands in until a new one is chosen.
Everyone sees their part.
Everyone works on what they own. Admins see the whole organization, country and site leads see their countries and sites, client teams see their clients, and contributors see only what they enter. One users page shows who can edit what, when they were last in and whether two-step sign-in is on.
Outside results, on the same lines.
Load historical results, this year's actuals or an outside budget from a template that already carries your GL codes. Every version you lock lands beside them in the organizational databank, the approved financial plan marked, so plan, actual and budget compare line for line.
Your chart of accounts, in one place.
Expense accounts, departments and their GL codes live on one tab: rename, classify, add, or delete one that is no longer in use. Every About tab shows the same code, so your results land on the same lines as the forecast.
Direct Support, staffed by ratio.
The people around your agents scale with them. Team leads, supervisors, trainers and analysts follow the agent count by the ratio you set, for a country, a site, a client or a single campaign, and their pay follows the agent wage. Add roles of your own, and bill support inside the agent rate or as its own line.
Indirect support and SG&A, by name.
Plan the back office and leadership that keep the whole site and company running, by name, with pay that starts and stops on the right day. Site support is shared across the clients it serves, your way; SG&A stays on its own line, outside delivery. On a Proposal, add the launch team by headcount, contractors included.
Client KPIs that move revenue.
Your contract's KPIs are part of the forecast, not a footnote. Set the targets, bonuses and penalties once for the client, let a campaign set its own where its contract differs, change any term year by year, and every month's results raise or cut that month's revenue. Enter results day by day in Performance and watch the month reprice as they come in. Handle time over the cap is never billed, and the service level you promise is the one you're staffed for.
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