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Call center business plan

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Call center business plan

  1. 1. Bangladesh is full of resources ………………..ResourcesResources
  2. 2. To use our human resources we are going to start our
  3. 3. II did this presentation in 2007 when I was in 3rd semester of my BBA program .Md. Muzahidul Islam+8801818534962muzahid41@gmail.comNow I am with GMG Airlines Ltd. In Commercial Department.
  4. 4. The Presentation is on Business Plan
  5. 5. Call CenterA call center is a physicalplace where customer andother telephone calls arehandled by anorganization, usually withsome amount of computerautomation.
  6. 6. Where is Pacific Call Center? Pacific call centerHouse No. 34, Road No. 27/A, Dhanmondi, Dhaka- 1209.
  7. 7. Operational diagram of Pacific call center
  8. 8. Market Analysis What is/will be the services demandTotal world market is $ 65 billion Bangladesh can capture now Tk.650000000Projection of 4 years market in Bangladesh : 660000000+1st year(2009) 690000000+ Tk. Million2nd year(2010) 695000000+3rd year(2011) 705000000+4th year(2012) Year
  9. 9. Company’s skill & Uniqueness 1.Employees will be trained by our own training center 2. Skill labor force 3. Best technology will be used 4. Medical facilities for employee
  10. 10. Strength• Price of the service is low• Skill engineers are always on feet• 100% security of data• Quality service• Dynamic strategy.
  11. 11. Opportunities1. Huge Labor Force2. Cheap Labor Cost3. Cheap Office Rent4. Low Electricity Bill
  12. 12. Problems & obstacle1. Costly IPLC Connection2. Load shading3. No Financial Support (bank support)4. Less amount of skill employee5. Unskilled management6. Bangladesh is not a brand name7. Unskilled marketing8. Complicated government administration9. Political crisis10. Small amount of information supplied by government.
  13. 13. 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.
  14. 14. Customers Customers are coming from USA, UK, Australia. Those are service based and manufacturing company. Microsoft CorporationVoda phone USA UK Bangladesh Australia Sydney Medical Center
  15. 15. Competitors:Mainly there is no competitors in Bangladesh. Bangladesh Philippine VietnamIndia But as country India, Philippine, Vietna m etc. are our competitors.
  16. 16. Competitors strength
  17. 17. Competitors strength 1. Experience 2. Well infrastructure 3. Skill labor force 4. Permanent buyer 5. New technology
  18. 18. Competitors weakness 1.High salary 2.High Office rent3.High electricity bill
  19. 19. 3. Marketing Strategy Management of Pacific Call Center believe that providing quality service is the first work to reach their target.  Marketing department always communicate with the company management & with the customer to know their comments.
  20. 20. Our target to capture market 528885000 2009 151110000 377775000 2010 226665000 226665000 2011 377775000 151110000 2012 528885000 09 10 11 12
  21. 21. Advertising->>> We are giving our advertisement throughinternet, magazines & business newspaper.
  22. 22. Specific Sales StrategyPacific Call Center will set some agentto 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 thecompany who will want toJoin with us within six months.
  23. 23. In which Stage the Company is IdeaGeneration Idea Screening Concept Development and testing Marketing strategy development Business analysis service Development Test Marketing Commercialization
  24. 24. 4. Services-1. Order taking Services 2. Answering Services: 3. Information Supply 4. Appointment Settings 5. Mail receiving services 6. Market Survey:: • Customer Satisfaction • Market Research • Employee • Question Pro Research.
  25. 25. 7. Data entry services8. Content development services9. Document Scanning & Sorting10. Web search services
  26. 26. Future services1. Database creation2. Collection Services:• Data collection debtors• Debt Recovery services3.B2B Telemarketing services4. Data capture services5. B2C Telemarketing services6. Web site promotion services
  27. 27. International Private Leased Circuit Automatic Call Distributor Interactive Voice ResponseComputer Telephone Integration Customer Service Officer
  28. 28. How it will work?
  29. 29. 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
  30. 30. Capacity & future planPacific call center will start it’s operation with 50 sits within 2009. We will increase our sit capacity up to 175 within 2012 set by step. 175 125 75 50 2009 2010 2011 2012
  31. 31. In which position we want to reach>>>Still we are notstarting our operationbut we are working tocapture leadingposition.
  32. 32. 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
  33. 33. ACT>>>We get our license as per AmendmentNo. 1 of 2007 of the BTRC licensingprocedure regulations, 2004 .
  34. 34. OwnershipMd. Muzahidul Md. Safat S.M.M.A. Md. Saidul Fozlul Munim islam Salahin Muhit Islam Chowdhury Capital Ratio 1 : 1 : 1 : 1 : 1
  35. 35. Organization chart HR & AdminHealth Care Operation Pacific Call Center Accounting & Marketing Finance
  36. 36. HR & Admin Department HR & Admin Manager Training Manager General Service Manager
  37. 37. Operation Department Operation Director Senior Engineer Junior Engineer Super visor Call Operator
  38. 38. Marketing Department Marketing Director Marketing Manager Marketing Agent
  39. 39. Accounting & Finance Department Finance & Control Director Legal & Vat manager Manager - Financial Accounting
  40. 40. Health care department Doctor Nurse
  41. 41. HR Recruitment strategyWe are mainly recruiting University students to our call center operator They should complete at least 2 years of their studyEmployees have to be assigned at lest for 3 years
  42. 42. SalaryCall center Operator $1.5 per hour
  43. 43. Financial Our total investment is Tk.20,000,000. Individual investment: Md. Muzahidul islam 4,000,000 Md. Safat Salahin 4,000,000 Md. Saidul Islam 4,000,000 S.M.M.A. Muhit 4,000,000 Fozlul Munim Chowdhury 4,000,000
  44. 44. Use of fund For IPLC line Tk. 5600000 Computer Tk. 1750000 Furniture Tk. 250000 Decoration Tk. 500000 Registration Tk. 5000Electricity line & Tk. 100000 accessories Cash on hand Tk. 6795000
  45. 45. Pacific Call Center In come statement 4 Years projectionParticulars TK. TK. TK. TK. (Year2009) (Year2010) (Year2011) (Year2012)Sales 151110000 226665000 377775000 528885000Less (Expenses):Salaries 45333000 67999500 113332500 158665500Doctors remuneration 240000 240000 240000 240000House rent 270000 270000 270000 270000IPLC bill 1200000 1200000 1200000 1200000Telephone bill 100000 120000 150000 200000Electricity bill 150000 200000 250000 300000Water bill 50000 80000 100000 100000Gas bill 4800 4800 4800 4800Insurance 200000 300000 500000 800000Installation expense 50000 25000 50000 25000Repairing cost ----- 30000 50000 80000Transportation cost 270000 270000 280000 290000Stationeries 20000 30000 40000 50000Entertainment expense 30000 50000 70000 100000Gross margin 103192200 155845700 261237700 366559700Less:Selling and admin. Expense 1500000 1800000 2500000 3000000Earning before tax 101692200 154045700 258737700 363559700Less: Tax ------ ------ 12936885 18177985Net income 101692200 154045700 245800815 345381715
  46. 46. Net Income350000000300000000250000000200000000150000000 Net Income10000000050000000 0
  47. 47. Prevent upcoming dangers of declining net income PLCSales & profit New Service 2008 2009 2010 2011 2012 2013 Time line

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