The document proposes a business plan for a call center partnership between Fresno Infotech Outsourcing Solutions and Eastman. The plan outlines providing call center and BPO services including sales, marketing, and back office work. Key objectives are achieving profitability within 2-3 months and establishing a 95% customer satisfaction rate. The proposal details the services, business model, sales and marketing strategies, training processes, and infrastructure needed to support call volume.

1. Proposed Business Plan
for Tele-sales between
Fresno Infotech Outsourcing
Solutions pvt ltd
And
Eastman
Prepared by:
Fresno Infotech Outsourcing Solutions pvt ltd
1303/1, Rajinder Nagar, Kailash Chownk,
Civil Lines Near Pavilion Mall, Ludhiana, Punjab 141001
Ph: INDIA 9878704947 USA : 1-855-444-4074 ;
EMAIL =Topserrvices88@gmail.com
https://bpomeans.com

2. MISSION & Objectives
MISSION
 Provide our clients with top quality call center services 24 hours-a-day to provide the
greatest chance of communicating with end customers - B2B and B2C services including
both inbound and outbound calls.
 Provide dedicated and well trained cadre of Customer Support Specialists who
consistently provide excellent services, in a timely and cost-effective manner.
 Meet the client's Customer Relations goals: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, to
professionally service their needs.
OBJECTIVES
The three year goals:
 Achieve break-even point as soon as possible or within 2 months .
 Increased Sales: Outbound call centers have salespeople that call on leads or
prospects. Whether you operate a call center business or use one, the primary
objective is to generate new sales and revenue while growing the customer base
Executive Summary

3. OBJECTIVES
► Establish minimum 95% customer satisfaction rate to form long-term relationships
with our clients and create word of mouth marketing.
► Customer Retention: This means optimizing the amount of one-time buyers who
become repeat purchasers, and eventually loyal customers

4. AGENDA
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary

5. Executive Summary
o Introduction
o The Company
o The Services
o The Market
o Keys to success
o Mission
o Objectives

6. Introduction
The Services
The Fresno Infotech Outsourcing Solutions Pvt Ltd – Call Center shall offer a wide
range of services, both inbound and outbound calls, as part of its Employment
Generation initiatives. The Fresno Infotech Outsourcing Solutions Pvt Ltd shall provide
services for both IT and Non-IT Product Sales Activities. The most common needs that
we can fulfill are:
 Generate sales leads
 Outbound tele sales
 Set appointments
 Market research
 Surveys (including statistical analysis and political surveys)
 First level help desk
 Database or mailing list information
 Business development
 Point-of-sale product promotion
 Seminar and conference invitations
 Business Process Activities
Executive Summary

7. BPO - proposition
Financial Considerations
Start-up needs are shown in the tables accompanying the
Infrastructure Summary. This includes expenses and the cash
needed to support operations.
 The company expects to reach profitability in 2 or 3 months. We
conservatively believe that during the first three months will
guarantee a break-even point.
Executive Summary

8. Keys to Success
Business Services:
Keys to long-term survivability and profitability:
 Create long-term contracts that demand constant monitoring or
on-call services
 Establish a comprehensive service experience for our clients
including consultation, progress reports and feedback
 Keep close contact with clients
 Establish a well-functioning long-term relationship
 Generate repeat business
 Obtain a top notch reputation
Executive Summary | Introduction

9. AGENDA
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary

10. Proposed scope of work
Detailed Scope of Work:
Provide Call-center and BPO services for Sales, Marketing and BPO
activities for several different business lines:
1. Promoting several products to potential clients in its market
2. Call-center and BPO services, including Digitization of documents
business process activities
3. Call-center and BPO services, Tele-Marketing, Data Management,
Bookkeeping, Accounting, and several other business activities.
Services

11. Proposed scope of work
Call-center and BPO services for TELLESALES
 Digitization of existing documents in a format the customer wants
Targeted sectors: B2C
Potential clients: Vehicle Owners and Home Owners
The Call-center and BPO activities shall:
 Identify potential customers and reach out to them;
 Offer digitization and organizing the data in a format and style the
customer wants
 BPO activities to include monthly reporting of actual contacts made,
orders procured, follow-up, etc.
Services

12. Proposed scope of work
Detailed Scope of work (Proposed):
Call-center and BPO services
 EFFORTS Segregation: We see
two scope of functions that
need to be performed to fulfill
the activity for selling the
concept of “CAR WASHER”.
Services
Call Center Activities
1. Identify the prospective customers all
over USA.
2. Educate the customer on the product and
convince them to buy
3. Conduct Online or Onsite demos
4. Negotiate and close the deals
BPO Activities
1. Receive the PO
2. Process the PO
3. Follow-up on Delivery Status
4. Follow-up on Installation and Testing
5. First level help desk - Assistance (sales)
6. First level help desk - Assistance
(Technical)
7. Reporting as per the agreed norms

13. AGENDA
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary

14. Proposed Business Model
Standard Sales Model

15. AGENDA
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary

16. Strategy and Implementation Summary
o Marketing Strategy
o Training Session
o Sales Strategy
o Sales Forecast

17. Strategy and Implementation Summary
 Marketing Strategy: (Using telecalling prospects)
a. Market to individuals ( need to purchase from database companies ):
 vehicle owner database
 Expand the database to reach more potential customers
b. Market to small, mid and large scale businesses, corporates and industries:
Get in touch with traders and enterprises through video webinar to
explain the products thoroughly

18. Training Session
► The best call center training is hands-on. Agents learn best when they have a
chance to participate and practice activities instead of listening to a teacher
lecture or just watching a video. Soft skill training is also essential for excellent
customer service. Key elements like the tone of voice, empathy, and attitude
separate good agents from the great ones.
► On-site training: On-site training is training is conducted at your call center.
Many agents learn better when they have the chance to explore training at
their job site.we will provide on-site training for 15 days

19. Sales Strategy
► A sales call script can be your best friend or your worst enemy.Used well, it’s
your guiding light to navigate a conversation. The sales script is the one of the
most important sales strategy itself
And the agents should be
► Willing to learn
► Adaptable to any situation
► Patient and positive
► Emotionally intelligent
► Problem solvers
► Motivated by success
► Focused on teamwork

20. Sales Strategy
► 1. Lead with what's in it for your prospect
► 2. Clearly articulate end results
► 3. Start with small niche markets
► 4. Be flexible
► 5. Use lead scoring to prioritize your prospects
► 6. Connect with the decision maker

21. Strategy and Implementation Summary (Contd)
 Sales Forecast:
The two types of sales forecasting process are generally split into two groups:
quantitative sales forecasting and qualitative sales forecasting
Quantitative Sales Forecasting
The so called quantitative methods of sales forecasting are those used with the
availability of historical sales data that can be extrapolated to predict future revenue.
These methods rely more on sound, mathematical equation than opinionated
judgement from expert peers.
Qualitative Sales Forecasting
The qualitative methods of forecasting are the complete opposite of their quantitative
cousins; these techniques are subjective, relying more on the opinion of market experts
or surveys than any complicated mathematical equations

22. AGENDA
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary

23. Infrastructure Summary
The two major components for a successful BPO / Call-center business are:
 Call-center Physical Infrastructure
 Inbound call facilities 20 lines
 Outbound call facilities 20 lines
 Toll-free number for inbound call facility – 2 lines
 Workstations and Servers 20 minimum + Tele-commuting
 If the candidates are working from home then there will be different
parameter regarding the workstations
 Call-center Professionals – per every 4000 calls a day
 BPO Manager on shift basis 1
 Call-center professionals or agents 20
 Quality controller 1
 Back office staff 1

24. Responsibilities of both parties
► need to arrange List of contacts and phone numbers to dial
► Access to key employees to support this process