Who it's for
You moved up the ranks. Now you own the budget and the strategy.
Along the way you became a great communicator who solves complex problems and resolves conflict. Financial literacy is the one skill your daily role as an agent or lead never gave you a chance to develop. It was never expected. Now it's needed.
Built for Customer Care, Support, Service and CX leaders new to owning a budget and strategy, typically for teams of 20 to 200 in-house and BPO agents.
Seven modules, three steps
Each 90-minute module builds on the one before.
STEP 1: MODULES 1 and 2
Evaluate urgent issues using value, effort and risk to untangle them
Untangling the Noise
Separate urgent issues with the loudest complaints from the ones with high value to the business, and reflect on root causes instead of chasing symptoms.
Leadership skill: leading through ambiguity
Deciding Where to Start
Leave with a sequenced plan (what to fix first, second, third) and a rationale you can defend to anyone who asks "why that, why now?"
Leadership skill: deciding under uncertainty
STEP 2: MODULES 3 and 4
Learn ratios Finance can trust and language the business understands
How Your Company Actually Makes Money
Explain your company's revenue model, margin structure and unit economics (what you earn and spend on each customer or order) in plain terms, for your business specifically.
Leadership skill: the power of the beginner's mind
Where Your Support Organization Sits on the P&L Today
Read your department's numbers the way Finance reads them. Use contact rate, service cost per revenue dollar and cost per contact, and see where you're paying for idle time or collapsing under strained queues.
Leadership skill: facing facts without adding stories
STEP 3: MODULES 5 to 7
Make the case and own it
Making the Case
Create a sequenced recommendation with the costs, trade-offs and expected return clearly laid out, including the cost of doing nothing.
Leadership skill: staying curious under pushback
Communicating the Plan and the Progress
Product, Engineering, Sales and Finance understand why your proposal is good for customers and the business, champion it, and can see how it's going.
Leadership skill: active listening and tough conversations
Owning It Going Forward
Leave with a lightweight system for untangling, sequencing and communicating on your own, to keep daily operations in check and create time for strategic planning.
Leadership skill: making it stick
OPTIONAL ELECTIVEs
Evaluating Your Workforce Flexibility
Check whether your mix of in-house agents, BPO and automation can absorb the next demand spike, and scale back down without carrying idle cost through the next lull.
Selecting and Managing Your Technology Platforms
Decide whether your current tools cover your needs, run a vendor evaluation on your own terms, and get full value out of the tools you already have.
What it costs, and what it returns
$3,000
per participant
Early feedback pricing available for a limited number of participants. Ask about it on a Clarity Call.
The program is priced against the value it returns.
Fewer contacts
For a team with an average cost per contact of $10, the program pays for itself if you eliminate the need for just 300 contacts a year, or about 6 contacts a week
That's just 1 contact for every thousand in an operation handling 300,000 a year.
Freed-up capacity
For a 20-agent BPO team at $20 an hour, it pays for itself if you free up just 150 hours a year, or about 3 hours a week across the whole team.
That is less than half of 1% of the team's total capacity.
Those savings repeat every year. Capacity can come from fewer contacts, from automation (net of its cost), or from better staff flexing.
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Group pricing for 4 or more participants from one company, starting together and taught as a group of up to 8. Self-pay discounts with limited spots. Ask about both on a Clarity Call.
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Electives: $200 each if you start by March 31, 2027. Regular $400.
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Your live coaching fee is credited toward the program.