Project Management

12:00 – 2:00PM M-F

NAME OF THE COMPANY: ON CALL BPO SULLOTIONS

Entrepreneur: GALEN MERCADO CASIDA
Sample PLAN

TRADEMARK

1. Company Description
Promoters and Shareholders

 Promoters
 Professional promoters
 Occasional promoters
 Entrepreneur promoters
 Financial promoters

 Management structure and areas of responsibility

 Team Leader/Manager/Supervisor
 Head of the Call Center
 Customer Services Director
 Operational Manager
 Human Resources (HR)
 It specialist
 Trainer
 Agents
 Shareholders names, no. of shares, % shareholding and cash investment to date
 PTNT Telecoms – Internet connection for Servers.
 Converge Telecoms – Internet connection for browsing.
 Radius Telecoms – Backup internet connection.
 Trekago Contact Solutions – Agents and man power.
Products and services

 Background to its development

 A call ON CALL BPO SULLOTIONS is a centralised office used for receiving or
transmitting a large volume of enquiries by telephone. An inbound call center
is operated by a company to administer incoming product or service support
or information enquiries from consumers. Outbound call centers are operated
for telemarketing, for solicitation of charitable or political donations, debt
collection, market research, emergency notifications, and urgent/critical
needs blood banks. A contact center, further extension to call centers
administers centralized handling of individual communications, including
letters, faxes, live support software, social media, instant message, and e-mail.

 Benefits and Features

 Reduced costs
 Improves call quality during peak hours
 Decrease call abandonment
 Increase service levels
 24/7/365 support for a fraction of the price
 Ensure business continuity

 Unique selling points

 Define your business philosophy.
 Focus on your organizational culture.
 Understand your target clients.
 Examine how the outsourcing market evolves.
 Develop an innovative mindset.

 Advantages to customers

Technology that lets computers interact with telephones as well as email, web
messaging, text messaging, fax, live chat and other platforms. Most modern
businesses use CTI in call centers to gain an edge over the competition by utilizing
a data-driven approach to their calls.
 Easy Call Handling
 Software Integration
 More Data Available
 CTI Call Center Technology and Call Logs
 Improved Interdepartmental Collaboration
 Reduced Costs
 Increased Professionalism
 Automated Caller Authentication

 Disadvantages or weak points

 Work schedule
 Rest Days
 Stress
 Monotonous Work
  Too much change
 You are an Avaya Slave

 Future developments

 Artificial Intelligence Integrated Into Customer Interactions

 Digital Transformation
 Better Contact Center Analytics
 Omni-Channel Communications For All
 Widespread Adoption Of Cloud Communications In Call Centers
 More Robust Customer Satisfaction Measurements
 More Remote Call Center Agents
 Continued Emphasis On Self-Serve Documentation
 Two-Way Social Media Conversations

Long Term Aim of the Business

<< State the long-term aim of the new business. >>

To provide the best class customer service technical support to help people to get a job no
matter what educational background gender or religion. To expand and become one of the
biggest call center companies in the industry.

Objectives

To provide the best call center support inbound and outbound communication to its business
customers by using word of mouth conversation in the marketplace.

SWOT Analysis

Strengths Weaknesses
 Provide a word of mouth services  Natural calamities
 Customer satisfaction  Miss management
Opportunities Threats
 To provide job  Imitating Business
 To help advertise small business  Inadequate first-call resolution

2. Market Analysis
The worldwide market for Call Centers is anticipated to reach US$481 billion by 2024, driven by
the tenacious focal point of organizations over all areas on conveying really client driven
administrations and the subsequent requirement for call focuses as a basic touch point for client
associations. Other central point likewise driving development in the market incorporate
developing interests in new advanced advances including distributed computing and
computerization controlled by man-made consciousness mind boggling increment in the
quantity of internet based life clients, the volume of communications, the ascent of social and
the subsequent pattern towards coordinating online life with client administration and backing.
Re-appropriated call focus administrations are presented to pick up footing in the coming a
long time as money saving advantages drive organizations over all industry verticals to
redistribute their client demands, request preparing, specialized help, critical thinking and inquiry
dealing with capacities to outsider specialist organizations. Likewise, expanding commoditization
of IT equipment and programming and simple accessibility of taught staff with high multilingual
relational abilities are helping bring down the passage obstructions for re-appropriated call
focuses in creating nations. The United States speaks to the biggest market around the world.
Asia-Pacific is figure to rise as the quickest developing business sector with a f 12.5% over the
examination time frame driven by components, for example, rise of Asia as a worldwide center
for re-appropriated call focus administrations and the following ascent in seaward call focus
foundations; growing endeavour area, the subsequent increment in the quantity of hostage call
focuses; exceptional challenge, blast of web trade, debilitating client dependability in the midst
of endless decisions and the subsequent need to reinvest center around client care to hold
clients by accomplishing larger amounts of consumer loyalty.

Market Trends

 Recent changes
 IT Issues and Need New Technology
 Lack of Time / Human Resources
 Advisor Buy-In / Engagement
 Management Buy-In Flat Structures
 Few Progression Opportunities

 Future predictions
 Implications for your product or service
 Your plans to meet future demands and changes in the market >>

Profile of Competitors

 What are the competing products and services?

 Establish call center company
 Better facilities and accommodations
 Experience management

 Profile of key players (company size, turnover, profitability etc) and their market share
 Accenture Inc. (P28.104 billion)
 Convergys Philippines Services Corp. (P17.281 billion)
 24/7 Customer Philippines Inc. (P7.711 billion)
 Telephilippines Inc. (P7.241 billion)
 TeleTech Offshore Investments B.V. (P6.978 billion)
 Advantages and disadvantages of the competitors’ offerings >>
 Accenture Pros Benefits Cons Management
 Convergys Pros Career Cons Politics
 24/7 Customer Philippines Inc. Pros Free meal Cons Long hours
 Telephilippines Inc. Pros Good trainers Cons Insufficient facilities
 TeleTech Offshore Investments Pros Great Management Cons Salary Benefits
Competitive Advantage

<< This is your assessment of why potential customers will choose to buy your product in place of
those profiled above. Advantages may include:
 Salary and commission based on performace
 On time salary
 Vici Dial, Avatar, Manual or autodial softwares
 Costumer satisfaction
 Flexible softwares
 Include any independent validation or case studies >>

Benefits to Clients

<< This is what your product or service provides to potential customers in terms of their own
business goals. Does your product or service enable them to:

 Word of mouth advertising

 Agent and management real time update
 Not so expensive advertising
 The company will handle the advertising and setting appointment
 Provide real time status of sales and production
 Experience management will provide a proper standard training
 Online update of the company advertising status
 24/7 costumer support

3. Marketing/Sales Strategy

Sales Strategy

 Directly presenting the company services

 Retailing anyone who are willing to be a part of the company owner
 Agent will randomly present the company
 Sales rep will present the company to the target customers
 Website using online flat forms
 Revenue Sharing Partners

4. Pricing
 Competitors’ prices
 Umbrella price
 Level of competition in the market
 Direct competitors
 Perception of quality-price relationship by customers
  Quality over quantity
 Production costs and overheads
 Production overhead may include expenses such as stationery, utilities, support
staff salaries, and rent or other facilities costs.
 Chain of distribution and the added-value at each stage
 Porter's value chain
"It stems from the many discrete activities a firm performs in designing, producing,
marketing, delivering and supporting its product. ... Operations is the stage at
which the raw materials are turned into the final product. Outbound logistics are
the distribution of the final product to consumers.
 The extent to which the buyer can control the price
 Monopoly
In terms of the number of sellers and degree of competition, monopolies lie at the
opposite end of the spectrum from perfect competition. In perfect competition,
there are many small companies, none of which can control prices

5.___ Marketing and Communications Strategy

 Advertising – where to companies, when 24/7, how Direct, to whom any companies
 Public relations – Promoting using banners tarpulins and word of mouth advertising
 Direct marketing – to the potential company local and abroad
 Website and internet marketing – Using online promotions and advertising
 Exhibitions and conferences – By promoting the business services
 Word of mouth – Using inbound outbound calls

6. Staffing and Operations

Administrative policies regarding attendance, punctuality, shift coverage, flex time, paid time
off, overtime and other administrative issues. Call centers staffs can include hundreds of
employees and scores of managers or supervisors. Metrics are a key form of measurement that
help define performance standards and expectations within call centers. Metrics help managers
determine the average time callers spend on hold, how many calls were abandoned because
callers got tired of waiting in queue and how many calls were answered and resulted in a
resolution or sale. You also want to include a qualitative component to performance
management that evaluates the quality of call interactions along with efficiency. Training and
coaching are vital in a call center environment, yet they may be difficult to schedule. Call
center agents spend a majority of their time on the phone. Still, it is critical to make time to host
training and coaching sessions and document pertinent training-related information in the SOP
manual.
Management (including Board) Organisation Chart

Staffing

 Operation manager – Management skills

 It manager – Network, database, software and hardware specialist
 Human resources – Employee relation, performance management
 Agent – Productive and effective
 It specialist – knowledge on Network, database, software and hardware specialist

Training Plans
Agent development initiatives are crucial to help reps adapt to the dramatic shifts in technology
and customer expectations currently taking place.

 Create a Plan
 Build a Manual
 Focus on Coaching
 Train with a Group
 Practice
 Invest in Tools
 Taking the Next Steps in Learning
7. Financial Projections

Financial plan anticipates two years of negative profits as we gain sales volume. We have
budgeted enough investment to cover these losses and have an additional credit line available
if sales do not match predictions.

 Important Assumptions - assuming approximately 75% sales on credit and average

interest rates of 10%. These are considered to be conservative in case our predictions are
erroneous.
 Break-even Analysis - based on the assumptions that our gross margin is approximately
100%. In other words, we will have insignificant direct cost of sales.
 Projected Profit and Loss - We expect to be paying higher costs in marketing and
advertising than other companies as we attempt to build sales volume.
 Projected Cash Flow - We do not expect to have any short-term cash flow problems
even though we will be operating at a loss for the first nine months.
 Projected Balance Sheet - projected balance sheet
 Business Ratios - included industry standard ratios from the telemarketing solicitation
services industry to compare with ours. These ratios are as closely matched to our industry
as management could find, however there are some significant differences, especially in
sales growth, financing ratios, long-term asset investments and net worth. However, our
projections indicate a healthy company that will be able to obtain and retain long-term
profitability.

8. Computer Based Information System

An executive support system (ESS) – an extension of MIS – is a computer based information

system that helps ind decision making at the top-level of an organization. The decisions taken
with the help of executive support system are non-routine decisions that effect the entire
organization and, thus, require judgement and sight.

As compared to DSSs, ESSs offer more general computing capabilities, better

telecommunications and efficient display options. They use the advanced graphics software to
display the critical information in the form of charts or graphs that help senior executives to solve
a wide range of problems. To make effective decisions, they use summarized internal data from
MIS and DSS as well as data from external sources about events like new tax laws, new
competitors, etc. They filter, compress, and track data of high importance and make it available
to the strategic-level managers.

Executive support systems help to monitor performance, track activities of competitors, identify
opportunities, and forecast trends. They also assist senior managers in answering the following
question:

• What business should we do?

• How are our competitors doing the business?

• Which units can be sold and which new units are to be bought?