Call center business plan

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Call center business plan

  1. 1. Resources Resources Resources Resources Resources Resources Resources Bangladesh is full of resources ………………..
  2. 3. Call Center To use our human resources we are going to start our
  3. 4. Pacific Call Center Welcome To My Presentation
  4. 5. Md. Muzahidul Islam +8801818534962 [email_address] I I did this presentation in 2007 when I was in 3 rd semester of my BBA program . Now I am with GMG Airlines Ltd . In Commercial Department.
  5. 6. Business Plan The Presentation is on
  6. 7. 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
  7. 8. Where is Pacific Call Center ? Pacific call center House No. 34, Road No. 27/A, Dhanmondi, Dhaka- 1209 .
  8. 9. Operational diagram of Pacific call center
  9. 10. Total world market is $ 65 billion Bangladesh can capture now Tk.650000000 What is/will be the service's demand 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. Million Year
  10. 11. 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
  11. 12. Strength <ul><li>Price of the service is low </li></ul><ul><li>Skill engineers are always on feet </li></ul><ul><li>100% security of data </li></ul><ul><li>Quality service </li></ul><ul><li>Dynamic strategy. </li></ul>
  12. 13. 1. Huge Labor Force 2. Cheap Labor Cost 3. Cheap Office Rent 4. Low Electricity Bill Opportunities
  13. 14. 1. Costly IPLC Connection 2. Load shading 3. No Financial Support (bank support) 4. Less amount of skill employee 5. Unskilled management 6. Bangladesh is not a brand name 7. Unskilled marketing 8. Complicated government administration 9. Political crisis 10. Small amount of information supplied by government. Problems & obstacle
  14. 15. 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.
  15. 16. Customers Customers are coming from USA, UK, Australia. Those are service based and manufacturing company. Bangladesh UK Voda phone Microsoft Corporation Sydney Medical Center USA Australia
  16. 17. Competitors: Mainly there is no competitors in Bangladesh . But as country India , Philippine , Vietnam etc. are our competitors . India Philippine Vietnam Bangladesh
  17. 18. Competitors strength
  18. 19. Competitors strength <ul><li>Experience </li></ul><ul><li>Well infrastructure </li></ul><ul><li>Skill labor force </li></ul><ul><li>Permanent buyer </li></ul><ul><li>New technology </li></ul>
  19. 20. Competitors weakness 3.High electricity bill 2.High Office rent 1.High salary
  20. 21. <ul><li>Management of Pacific Call Center </li></ul><ul><li>believe that providing quality service </li></ul><ul><li>is the first work to reach their target. </li></ul>3 . Marketing Strategy <ul><li>Marketing department always </li></ul><ul><li>communicate with the company </li></ul><ul><li>management & with the customer </li></ul><ul><li>to know their comments. </li></ul>
  21. 22. Our target to capture market 2009 2010 2011 2012 151110000 226665000 377775000 528885000 151110000 226665000 377775000 528885000 09 10 11 12 Specific Growth Strategy
  22. 23. >>> We are giving our advertisement through internet, magazines & business newspaper . Advertising-
  23. 24. Specific Sales Strategy <ul><li>Pacific Call Center will set some agent to US, UK, Australia to make new buyers. </li></ul><ul><li>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. </li></ul><ul><li>We will provide some discount to the company who will want to </li></ul><ul><li>Join with us within six months. </li></ul>
  24. 25. 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
  25. 26. 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
  26. 27. 7. Data entry services 8. Content development services 9. Document Scanning & Sorting 10. Web search services
  27. 28. 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
  28. 29. 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
  29. 30. How it will work?
  30. 31. Key personnel <ul><li>Md. Muzahidul Islam, 23, </li></ul><ul><li>Chairman and Chief Executive Officer </li></ul><ul><li>Md. Safat Salehin , 23, </li></ul><ul><li>Vice President, Marketing </li></ul><ul><li>Fazlul Munim Chowdhury , 23, </li></ul><ul><li>Vice President, Engineering </li></ul><ul><li>Md. Saidul Islam , 23, </li></ul><ul><li>Director of Operation </li></ul><ul><li>S.M.M.A. Muhut, 23, </li></ul><ul><li>Controller </li></ul>
  31. 32. Capacity & future plan 50 75 125 175 2009 2011 2010 2012 We will increase our sit capacity up to 175 within 2012 set by step. Pacific call center will start it’s operation with 50 sits within 2009.
  32. 33. In which position we want to reach >>>Still we are not starting our operation but we are working to capture leading position.
  33. 34. Registration <ul><li>To get license we had to do these works: </li></ul><ul><li>Filling registration form & submit Tk. 5000 </li></ul><ul><li>Submit diagram </li></ul><ul><li>Tax Identification Number summation </li></ul><ul><li>which is collected from National Revenue Board (NRB) </li></ul><ul><li>4. Trade license </li></ul>
  34. 35. ACT >>> We get our license as per Amendment No. 1 of 2007 of the BTRC licensing procedure regulations, 2004 .
  35. 36. 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
  36. 37. Organization chart HR & Admin Operation Marketing Accounting & Finance Health Care Pacific Call Center
  37. 38. HR & Admin Manager Training Manager General Service Manager HR & Admin Department
  38. 39. Operation Department Operation Director Senior Engineer Junior Engineer Super visor Call Operator
  39. 40. Marketing Department Marketing Director Marketing Manager Marketing Agent
  40. 41. Accounting & Finance Department Finance & Control Director Legal & Vat manager Manager - Financial Accounting
  41. 42. Health care department Doctor Nurse
  42. 43. H R 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
  43. 44. Salary Call center Operator $1.5 per hour
  44. 45. Financial Our 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.
  45. 46. 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
  46. 47. Pacific Call Center In come statement 4 Years projection 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
  47. 48. Net Income 0 50000000 100000000 150000000 200000000 250000000 300000000 350000000 2009 2010 2011 2012 Net Income
  48. 49. Prevent upcoming dangers of declining net income Time line Sales & profit 2008 2009 2010 2011 2012 2013 New Service PLC
  49. 50. THE END

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