Call Center Design for Lion Financial Services Net Present Value (NPV) / MBA Resources

Introduction to Net Present Value (NPV) - What is Net Present Value (NPV) ? How it impacts financial decisions regarding project management?

NPV solution for Call Center Design for Lion Financial Services case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Call Center Design for Lion Financial Services case study is a Harvard Business School (HBR) case study written by J. Michael Harrison, Yuval Nov. The Call Center Design for Lion Financial Services (referred as “Call Lfs” from here on) case study provides evaluation & decision scenario in field of Technology & Operations. It also touches upon business topics such as - Value proposition, Human resource management, Operations management, Strategic planning, Technology.

The net present value (NPV) of an investment proposal is the present value of the proposal’s net cash flows less the proposal’s initial cash outflow. If a project’s NPV is greater than or equal to zero, the project should be accepted.

NPV = Present Value of Future Cash Flows LESS Project’s Initial Investment

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Case Description of Call Center Design for Lion Financial Services Case Study

Andy Carr, the founder of a small consulting firm that specializes in telephone call-centers, is completing an analysis of call center operations for Lion Financial Services (LFS). LFS operates three call centers that collectively employ 170 agents and handle 30,000 calls per week. Agents are organized into different "pools," according to their training and experience; complicated rules are used for routing calls among the three centers and their constituent pools. Carr's analysis and recommendations touch upon a variety of issues: capacity requirements, including the mix of agents by skill category; training programs, promotion ladders, and the definition of agent pools; call routing protocols; potential benefits of physical consolidation; and most prominently, the degree of call "scripting" that is appropriate in designing the LFS work system. Carr believes that by developing a small number of "call blueprints," training agents in their use, and measuring adherence to the blueprints in call-monitoring programs, LFS can improve the quality of service it delivers and reduce the experience and educational levels required of its call-center agents. Concerns are raised about the creation of a factorylike atmosphere.

Case Authors : J. Michael Harrison, Yuval Nov

Topic : Technology & Operations

Related Areas : Human resource management, Operations management, Strategic planning, Technology

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Calculating Net Present Value (NPV) at 6% for Call Center Design for Lion Financial Services Case Study

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 6 %	Discounted Cash Flows
Year 0	(10001579)	-10001579	-	-
Year 1	3444808	-6556771	3444808	0.9434	3249819
Year 2	3981102	-2575669	7425910	0.89	3543167
Year 3	3949850	1374181	11375760	0.8396	3316370
Year 4	3244684	4618865	14620444	0.7921	2570094
TOTAL			14620444		12679449

The Net Present Value at 6% discount rate is 2677870

In isolation the NPV number doesn't mean much but put in right context then it is one of the best method to evaluate project returns. In this article we will cover -

Different methods of capital budgeting

What is NPV & Formula of NPV,
How it is calculated,
How to use NPV number for project evaluation, and
Scenario Planning given risks and management priorities.

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Capital Budgeting Approaches

Methods of Capital Budgeting

There are four types of capital budgeting techniques that are widely used in the corporate world –

1. Internal Rate of Return
2. Payback Period
3. Profitability Index
4. Net Present Value

Apart from the Payback period method which is an additive method, rest of the methods are based on Discounted Cash Flow technique. Even though cash flow can be calculated based on the nature of the project, for the simplicity of the article we are assuming that all the expected cash flows are realized at the end of the year.

Discounted Cash Flow approaches provide a more objective basis for evaluating and selecting investment projects. They take into consideration both –

1. Magnitude of both incoming and outgoing cash flows – Projects can be capital intensive, time intensive, or both. Call Lfs shareholders have preference for diversified projects investment rather than prospective high income from a single capital intensive project.
2. Timing of the expected cash flows – stockholders of Call Lfs have higher preference for cash returns over 4-5 years rather than 10-15 years given the nature of the volatility in the industry.

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Formula and Steps to Calculate Net Present Value (NPV) of Call Center Design for Lion Financial Services

NPV = Net Cash In Flowt1 / (1+r)t1 + Net Cash In Flowt2 / (1+r)t2 + … Net Cash In Flowtn / (1+r)tn
Less Net Cash Out Flowt0 / (1+r)t0

Where t = time period, in this case year 1, year 2 and so on.
r = discount rate or return that could be earned using other safe proposition such as fixed deposit or treasury bond rate. Net Cash In Flow – What the firm will get each year.
Net Cash Out Flow – What the firm needs to invest initially in the project.

Step 1 – Understand the nature of the project and calculate cash flow for each year.
Step 2 – Discount those cash flow based on the discount rate.
Step 3 – Add all the discounted cash flow.
Step 4 – Selection of the project

Why Technology & Operations Managers need to know Financial Tools such as Net Present Value (NPV)?

In our daily workplace we often come across people and colleagues who are just focused on their core competency and targets they have to deliver. For example marketing managers at Call Lfs often design programs whose objective is to drive brand awareness and customer reach. But how that 30 point increase in brand awareness or 10 point increase in customer touch points will result into shareholders’ value is not specified.

To overcome such scenarios managers at Call Lfs needs to not only know the financial aspect of project management but also needs to have tools to integrate them into part of the project development and monitoring plan.

Calculating Net Present Value (NPV) at 15%

After working through various assumptions we reached a conclusion that risk is far higher than 6%. In a reasonably stable industry with weak competition - 15% discount rate can be a good benchmark.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 15 %	Discounted Cash Flows
Year 0	(10001579)	-10001579	-	-
Year 1	3444808	-6556771	3444808	0.8696	2995485
Year 2	3981102	-2575669	7425910	0.7561	3010285
Year 3	3949850	1374181	11375760	0.6575	2597090
Year 4	3244684	4618865	14620444	0.5718	1855159
TOTAL					10458019

The Net NPV after 4 years is 456440

(10458019 - 10001579 )

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Calculating Net Present Value (NPV) at 20%

If the risk component is high in the industry then we should go for a higher hurdle rate / discount rate of 20%.

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 20 %	Discounted Cash Flows
Year 0	(10001579)	-10001579	-	-
Year 1	3444808	-6556771	3444808	0.8333	2870673
Year 2	3981102	-2575669	7425910	0.6944	2764654
Year 3	3949850	1374181	11375760	0.5787	2285793
Year 4	3244684	4618865	14620444	0.4823	1564759
TOTAL					9485879

The Net NPV after 4 years is -515700

At 20% discount rate the NPV is negative (9485879 - 10001579 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Call Lfs to discount cash flow at lower discount rates such as 15%.

Acceptance Criteria of a Project based on NPV

Simplest Approach – If the investment project of Call Lfs has a NPV value higher than Zero then finance managers at Call Lfs can ACCEPT the project, otherwise they can reject the project. This means that project will deliver higher returns over the period of time than any alternate investment strategy.

In theory if the required rate of return or discount rate is chosen correctly by finance managers at Call Lfs, then the stock price of the Call Lfs should change by same amount of the NPV. In real world we know that share price also reflects various other factors that can be related to both macro and micro environment.

In the same vein – accepting the project with zero NPV should result in stagnant share price. Finance managers use discount rates as a measure of risk components in the project execution process.

Sensitivity Analysis

Project selection is often a far more complex decision than just choosing it based on the NPV number. Finance managers at Call Lfs should conduct a sensitivity analysis to better understand not only the inherent risk of the projects but also how those risks can be either factored in or mitigated during the project execution. Sensitivity analysis helps in –

What will be a multi year spillover effect of various taxation regulations.

What are the key aspects of the projects that need to be monitored, refined, and retuned for continuous delivery of projected cash flows.

What can impact the cash flow of the project.

Understanding of risks involved in the project.

What are the uncertainties surrounding the project Initial Cash Outlay (ICO’s). ICO’s often have several different components such as land, machinery, building, and other equipment.

Some of the assumptions while using the Discounted Cash Flow Methods –

Projects are assumed to be Mutually Exclusive – This is seldom the came in modern day giant organizations where projects are often inter-related and rejecting a project solely based on NPV can result in sunk cost from a related project.

Independent projects have independent cash flows – As explained in the marketing project – though the project may look independent but in reality it is not as the brand awareness project can be closely associated with the spending on sales promotions and product specific advertising.

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Negotiation Strategy of Call Center Design for Lion Financial Services

References & Further Readings

J. Michael Harrison, Yuval Nov (2018), "Call Center Design for Lion Financial Services Harvard Business Review Case Study. Published by HBR Publications.