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People and outsourcing

Contact centre operator financial model, built free.

A three-statement Excel model for a contact centre operator, built from your own figures and checked to balance.

  • Free account
  • No card
  • Usually ready within the hour

We use generative AI in parts of our process, so mistakes can occur. Every model should be checked by a person before it is relied on. Read more

The business

Handles customer calls, chats and emails for clients from onshore and offshore centres, priced per productive hour, per handled minute or per contact, with high agent attrition and seat utilisation driving margins.

See the sampleHow the model works

In short

  • 01

    Three linked statements

    Income statement, balance sheet and cash flow, linked in every period.

  • 02

    Valued two ways

    Discounted cash flow and trading multiples, side by side.

  • 03

    Monthly to annual

    Monthly, quarterly, half-yearly or annual periods, for up to 30 years.

  • 04

    Checked every period

    A Checks sheet shows the balance sheet balances and the cash reconciles.

The sample

The sample, as Excel draws it.

Built by the same system and checks as yours: its structure and its inputs, ready for your own figures.

Annual · 10 years · Low detail
Contact centre operator sample model.xlsx
The How It Works sheet of the sample contact centre operator model

The sample describes no real business. Yours is calibrated to your own figures, so its results are your business’s.

How it works

How the model works for a contact centre operator.

  1. How it earns revenue1 formula
    Contract revenue · All service contracts
    Contract revenueFTEs billedAnnual rate per FTE at the start dateRate indexPrice factor (1 = contract price)from contract life cycleshare of the year
  2. What drives its costs3 formulas
    Service delivery cost · All service contracts
    Service delivery costDelivery labourSupervisionConsumables and equipment
    Mobilisation, transition and contract costs · All service contracts
    Mobilisation and transition costMobilisation cost as % of first-year revenueContract revenue (annual run-rate while active)Years of active service in the mobilisation window this periodMobilisation window
    Operating expenses · Across the business
    Total FTEsOperations and deliverySales and marketingTechnologyFinance, HR and administration
  3. What it invests in3 formulas
    Corporate fixed assets
    Capital expenditureRevenuefrom statementsCapex as % of revenueAdditional planned capex
    Corporate fixed assets
    DepreciationDepreciation of the opening asset baseDepreciation of new capex
    Corporate fixed assets
    Closing net book valueOpening net book valueCapital expenditureDepreciation
  4. How it is funded3 formulas
    Debt
    RepaymentsScheduled repaymentsPrepayments from an equity raise and the cash sweep
    Debt
    Closing balanceOpening balanceDrawdownsRepayments
    Debt
    Interest expenseOpening balanceAll-in interest rateshare of the year
  5. How profit becomes cash3 formulas
    Working capital
    Trade receivablesRevenuefrom statementsDebtor daysDays in period
    Working capital
    InventoryDirect costs (positive)from statementsInventory daysDays in period
    Working capital
    Trade payablesCash operating costs (positive)from statementsCreditor daysDays in period
What it covers

19 parts, each one tested.

Every part is a tested building block with its own checks: yours is put together from the ones your business needs.

  • CPI forecastConsensus curve with long-run anchor
  • Exchange rate (US dollar)Exchange rate by financial year
  • Operating expensesHeadcount build by function
  • Corporate costsFixed cost base indexed to CPI
  • Working capitalFull working capital
  • Income taxCorporate rate with tax losses
  • Corporate fixed assetsStraight-line over remaining life
  • DebtAmortising term loan
  • Dividends and distributionsPayout of net profit
  • Discounted cash flow valuationDCF on free cash flow to the firm
  • Multiples valuationEV / EBITDA multiple
  • LeasesLease register
  • Key-metric summaryLast-twelve-month and run-rate metrics
  • Discount rate (WACC)CAPM at target gearing
  • Terminal valuePerpetuity growth on normalised cash flow
  • Contract life cycleProbability-weighted renewalWhether and how much of a contract is active in each period — term, renewal, option years, rebid or award probability.
  • Contract revenueFTE or hourly rate pricingRevenue from an outsourced service contract under its pricing mechanism, scaled by how much of the contract is active.
  • Service delivery costLabour build (FTE × wage × on-costs)Direct cost of delivering a contract — labour, subcontractors, materials and consumables.
  • Mobilisation, transition and contract costsExpensed as incurredOne-off costs to win and start a contract — transition, mobilisation equipment — and provisions for loss-making contracts.
Key numbers

The numbers it tracks.

  1. 01billable hours
  2. 02revenue per hour
  3. 03seats and seat utilisation
  4. 04agent attrition
  5. 05offshore share
  6. 06EBITDA margin
Used for

What it is used for.

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Looking for a contact centre operator financial model template? Ours arrives built for your business, with your figures in it.

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See a finished model, sheet by sheet

The sample is built on illustrative figures and describes no real business. Models are calculations prepared from the information you provide. They are not financial advice and must be independently verified. See our terms.