Portfolio concept · own design

Operations P&L — unit-economics model

A working model that converts an outcome-billed call floor into money terms: what every agent-hour costs, what every campaign, call attempt and talk-minute earns — and where the operation stops making money. Designed as the layer on top of the capacity, performance and live-ops tools: every operational percentage gets a € meaning.

Concept piece — my own design, all data fictional. Fees, rates, volumes and pickup curves are invented to demonstrate the method. Not a recreation of any production system.

Operations P&L

Direct margin: outcome revenue minus loaded agent-hours. One line per campaign — and the break-even closing % column is the closing rate at which a campaign stops covering its own cost: the € meaning of the closing metric in the Daily Agent Report.

Campaign	Records	Dials	Answered	Successes	Closing %	Agent-hours	Revenue	Direct cost	Margin	Margin %	Break-even closing %

Where the money is made — economics per call attempt

Revenue is attributed to the attempt that converted; cost is the dial time every attempt burns. By the 5th attempt only ~5–6% of records answer — but you still pay for the other ~95 dials. Pickup and conversion decay with each attempt while the cost of a dial barely falls, so late attempts go underwater. The retry policy is a money dial, not an ops dial.

revenue direct cost margin

Break-even talk duration — how long can a call afford to be?

Margin per dial as a function of average talk time, per campaign. Where a line crosses zero is that campaign's break-even duration; the dot is where it operates today. A high-fee consultative campaign buys enormous headroom; a volume campaign lives close to the line — and one of these is operating within a minute of underwater.

When to stop calling — campaign aging

As a campaign runs, fresh records deplete and the average attempt number climbs, so weekly margin decays (modelled here as an index of launch-week margin). Where a line crosses zero is the week the campaign starts dragging — the point to stop, refresh the file, or renegotiate the fee.

Margin by hour of day

Staffing cost is roughly flat across the day while contact rates fade after the morning peak — so the margin curve falls all afternoon and the last stretch of the day dials at a loss. The same fade the pace curve shows operationally, priced in euros.

Model assumptions (all fictional): loaded agent cost /hour (wage, telephony, seat, supervision) · unanswered dial costs 40s of agent time · records get up to 5 attempts, answered-but-not-converted records are retired · revenue booked on the converting attempt · cohort flows deterministically through the attempt funnel, so every chart and the P&L reconcile to the same underlying numbers.