Call center business plan
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Transcript of Call center business plan
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Bangladesh is full of resources ………………..
To use our human resources we are going to start our
Md. Muzahidul Islam
II did this presentation in 2007 when I was in 3rd semester of my BBA program .
Now I am with GMG Airlines Ltd. In Commercial Department.
Business Plan
The Presentation is on
A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.
Call Center
Where is Pacific Call Center?
Pacific call center
House No. 34, Road No. 27/A, Dhanmondi, Dhaka- 1209.
Operational diagram of Pacific call center
What is/will be the service's demandTotal world market is $ 65 billion
Bangladesh can capture now Tk.650000000
1st year(2009)
2nd year(2010)
3rd year(2011)
4th year(2012)
660000000+
690000000+
695000000+
705000000+
Market Analysis
Projection of 4 years market in Bangladesh :
Tk.
Mill
ion
Year
Company’s skill & Uniqueness
Company’s skill & Uniqueness
1.Employees will be trained by our own training center2. Skill labor force3. Best technology will be used4. Medical facilities for employee
Strength
• Price of the service is low
• Skill engineers are always on feet
• 100% security of data
• Quality service
• Dynamic strategy.
Opportunities
1. Huge Labor Force
2. Cheap Labor Cost
3. Cheap Office Rent
4. Low Electricity Bill
1. Costly IPLC Connection2. Load shading 3. No Financial Support (bank support)4. Less amount of skill employee 5. Unskilled management6. Bangladesh is not a brand name7. Unskilled marketing 8. Complicated government administration 9. Political crisis10. Small amount of information supplied by government.
Problems & obstacle
Segmented Targeted market:
Pacific Call Center mainly target US, UK & Australian big companies to provide them customer care support.
We mainly target Telecommunication sector, Medical Center, Law firm & Large manufacturing firms.
CustomersCustomers are coming from USA, UK, Australia.
Those are service based and manufacturing company.
USA
Australia
BangladeshUK
Voda phone
Microsoft Corporation
Sydney Medical Center
Competitors:
Mainly there is no competitors in BangladeshBangladesh.
But as country India, Philippine, Vietnam etc. are our competitors.
India
Philippine
Vietnam
BangladeshBangladesh
Competitors strength
Competitors strength
1. Experience
2. Well infrastructure
3. Skill labor force
4. Permanent buyer
5. New technology
Competitors weakness
3.High electricity bill
2.High Office rent
1.High salary
Management of Pacific Call Center believe that providing quality service is the first work to reach their target.
3. Marketing Strategy
Marketing department always communicate with the company management & with the customer to know their comments.
Our target to capture market
2009
2010
2011
2012
151110000
226665000
377775000
528885000
151110000
226665000
377775000
528885000
09 10 11 12
>>> We are giving our advertisement through
internet, magazines & business newspaper.
Advertising-
Specific Sales Strategy
Pacific Call Center will set some agent to US, UK, Australia to make new buyers.
During the first twelve months, both the chief executive officer and vice president of marketing will play key roles in establishing contact with target customers.
We will provide some discount to the We will provide some discount to the company who will want to company who will want to Join with us within six months. Join with us within six months.
In which Stage the Company is
Idea Screening
Idea Generation
Commercialization
service Development
Test Marketing
Marketing strategy
development
Business analysis
Concept Development
and testing
We are completing
4. Services-1. Order taking Services
2. Answering Services:
4. Appointment Settings
6. Market Survey::• Customer Satisfaction• Market Research • Employee • Question Pro Research.
5. Mail receiving services
3. Information Supply
7. Data entry services
8. Content development services
9. Document Scanning & Sorting
10. Web search services
Future services
2. Collection Services:• Data collection debtors • Debt Recovery services
3.B2B Telemarketing services
4. Data capture services
6. Web site promotion services
5. B2C Telemarketing services
1. Database creation
International Private Leased Circuit
The connectivity between ‘Call Center’
and oversees client (s) would be
through IPLC. It is a gateway.
Automatic Call Distributor
Interactive Voice Response
Customer Service Officer
Computer Telephone Integration
How it will work?
Key personnel
Md. Muzahidul Islam, 23, Chairman and Chief Executive Officer
Md. Safat Salehin , 23, Vice President, Marketing
Fazlul Munim Chowdhury , 23, Vice President, Engineering
Md. Saidul Islam, 23,Director of Operation
S.M.M.A. Muhut, 23,Controller
50
75
125
175
2009 20112010 2012
We will increase our sit capacity up to 175 within 2012 set by step.We will increase our sit capacity up to 175 within 2012 set by step.
Capacity & future plan
Pacific call center will start it’s operation with 50 sits within 2009. Pacific call center will start it’s operation with 50 sits within 2009.
In which position we want to reach
>>>Still we are not starting our operation but we are working to capture leading position.
Registration
To get license we had to do these works:
1. Filling registration form & submit Tk. 5000 2. Submit diagram 3. Tax Identification Number summation which is collected from National Revenue Board (NRB)4. Trade license
ACT
>>>We get our license as per Amendment No. 1 of 2007 of the BTRC licensing procedure regulations, 2004 .
Ownership
Md. Muzahidul islam
Md. Safat Salahin
S.M.M.A. Muhit
Md. Saidul Islam
Fozlul Munim Chowdhury
1 1 1 1 1: :::
Capital Ratio
Organization chart
HR&
Admin
Operation
MarketingAccounting
&Finance
Health Care
Pacific Call Center
HR & Admin ManagerHR & Admin Manager
Training ManagerTraining Manager
General Service Manager
HR & Admin Department
OperationOperation DepartmentDepartment
Operation Director
Senior Engineer
Junior Engineer
Super visor
Call Operator
Marketing Department
Marketing Director
Marketing Manager
Marketing Agent
Accounting & Finance Department
Finance & Control Director
Legal & Vat manager
Manager - Financial Accounting
Health care departmentHealth care department
Doctor
Nurse
HR Recruitment strategy
We are mainly recruiting University students to our call center operator
They should complete at least 2 years of their study
Employees have to be assigned at lest for 3 years
We are mainly recruiting University students to our call center operator
They should complete at least 2 years of their study
SalaryCall center Operator $1.5 per hour
FinancialFinancialOur total investment is Tk.20,000,000
Individual investment:
Md. Muzahidul islam
Md. Safat Salahin
S.M.M.A. Muhit
Md. Saidul Islam
Fozlul Munim Chowdhury
4,000,000
4,000,000
4,000,000
4,000,000
4,000,000
There is no bank lone facility in Bangladesh for call center.
Use of fund
Tk. 250000
For IPLC line
Decoration
Cash on hand
Furniture
Electricity line & accessories
Computer
Registration
Tk. 1750000
Tk. 5000
Tk. 500000
Tk. 100000
Tk. 5600000
Tk. 6795000
Particulars TK.
(Year2009)
TK.
(Year2010)
TK.
(Year2011)
TK.
(Year2012)
Sales
Less (Expenses):
Salaries
Doctors remuneration
House rent
IPLC bill
Telephone bill
Electricity bill
Water bill
Gas bill
Insurance
Installation expense
Repairing cost
Transportation cost
Stationeries
Entertainment expense
Gross margin
Less:
Selling and admin. Expense
Earning before tax
Less: Tax
Net income
151110000
45333000
240000
270000
1200000
100000
150000
50000
4800
200000
50000
-----
270000
20000
30000
103192200
1500000
101692200
------
101692200
226665000
67999500
240000
270000
1200000
120000
200000
80000
4800
300000
25000
30000
270000
30000
50000
155845700
1800000
154045700
------
154045700
377775000
113332500
240000
270000
1200000
150000
250000
100000
4800
500000
50000
50000
280000
40000
70000
261237700
2500000
258737700
12936885
245800815
528885000
158665500
240000
270000
1200000
200000
300000
100000
4800
800000
25000
80000
290000
50000
100000
366559700
3000000
363559700
18177985
345381715
Pacific Call Center In come statement4 Years projection
Net Income
0
50000000
100000000
150000000
200000000
250000000
300000000
350000000
2009 2010 2011 2012
Net Income
Prevent upcoming dangers of declining net income
Time line
Sal
es &
pro
fit
2008 2009 2010 2011 2012 2013
New Service
PLC
THE END