Vision Solicitation Services is a call center company founded in Dhaka, Bangladesh by Shahrin Hossain Nuran. The company provides inbound and outbound call services in both English and Bangla for clients in industries like healthcare and technology. VSS aims to become profitable within two years by establishing long-term contracts with at least four clients and achieving high customer satisfaction rates. Services include sales lead generation, market research, surveys, and first-level help desk support.
The document summarizes a business plan for a proposed call center in Bangladesh called Pacific Call Center. It outlines the company's vision, services, target markets, competitors, management structure, financial projections, and growth strategy over four years. The call center aims to capture market share in Bangladesh by leveraging the country's large workforce and low costs while providing high quality customer service support.
Expertek Cyber Solutions is a business process outsourcing company that provides call center and customer service solutions both onshore and offshore. It offers inbound and outbound call center services, data processing, back office services, and customized business process outsourcing options. Expertek aims to help businesses balance tight budgets with customer demands through low-cost and effective call center strategies. It employs trained agents who are available 24/7 to handle customer questions. Expertek also offers flexibility to adapt its services as businesses change and allows clients to pay only for the services they use.
The document discusses plans to start a call center business called Pacific Call Center in Bangladesh. It will initially have 50 seats and plans to expand to 175 seats by 2012. The call center will provide various customer service and data entry services mainly targeting companies in the US, UK, and Australia. It has identified strengths such as low costs and opportunities in Bangladesh's large labor force. The presentation outlines the business structure, services, marketing strategy, financial plan, and recruitment process.
Commercial Bank of Ceylon PLC(HR Planning and Strategies Report)Md. Tanzirul Amin
Throughout the whole report, functions of Human Resource Management Dept. of Commercial Bank of Ceylon PLC have been discussed such as Organizational Culture, Recruitment, Selection Process, Training & Development, Performance evaluations and Benefits offered. How the HR Dept. helps the bank to achieve its strategic goals has also been discussed. In today’s world, to achieve a sustainable development, the bank should come out of its traditional HR Practices and undertake more flexible and beneficial steps to retain employees in the long-run; and also use SMART tools to define the standards, goals and positive growth of the whole organization and its stakeholders.
The Human Resource Department of Commercial Bank of Ceylon Ltd. is responsible for developing a competent workforce for the organization’s activities. To do so, it has a strong and organized structure divided into different units, which are individually responsible for recruitment, selection, and appointment, formulation of policies, publication of reports, conducting orientation, training, and appraisal, compensation of employees, eradication of injustice or violation of rights in the workplace etc
Through findings, it is recommended that the salary structure should be more competitive, gratuity for every performing year should be increased in order to motivate employees in long-term, retirement age should be increased from 57 to 59 like the other banks in the same industry, efficient manpower should be recruited to reduce work pressure.
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.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
The document summarizes a business plan for a proposed call center in Bangladesh called Pacific Call Center. It outlines the company's vision, services, target markets, competitors, management structure, financial projections, and growth strategy over four years. The call center aims to capture market share in Bangladesh by leveraging the country's large workforce and low costs while providing high quality customer service support.
Expertek Cyber Solutions is a business process outsourcing company that provides call center and customer service solutions both onshore and offshore. It offers inbound and outbound call center services, data processing, back office services, and customized business process outsourcing options. Expertek aims to help businesses balance tight budgets with customer demands through low-cost and effective call center strategies. It employs trained agents who are available 24/7 to handle customer questions. Expertek also offers flexibility to adapt its services as businesses change and allows clients to pay only for the services they use.
The document discusses plans to start a call center business called Pacific Call Center in Bangladesh. It will initially have 50 seats and plans to expand to 175 seats by 2012. The call center will provide various customer service and data entry services mainly targeting companies in the US, UK, and Australia. It has identified strengths such as low costs and opportunities in Bangladesh's large labor force. The presentation outlines the business structure, services, marketing strategy, financial plan, and recruitment process.
Commercial Bank of Ceylon PLC(HR Planning and Strategies Report)Md. Tanzirul Amin
Throughout the whole report, functions of Human Resource Management Dept. of Commercial Bank of Ceylon PLC have been discussed such as Organizational Culture, Recruitment, Selection Process, Training & Development, Performance evaluations and Benefits offered. How the HR Dept. helps the bank to achieve its strategic goals has also been discussed. In today’s world, to achieve a sustainable development, the bank should come out of its traditional HR Practices and undertake more flexible and beneficial steps to retain employees in the long-run; and also use SMART tools to define the standards, goals and positive growth of the whole organization and its stakeholders.
The Human Resource Department of Commercial Bank of Ceylon Ltd. is responsible for developing a competent workforce for the organization’s activities. To do so, it has a strong and organized structure divided into different units, which are individually responsible for recruitment, selection, and appointment, formulation of policies, publication of reports, conducting orientation, training, and appraisal, compensation of employees, eradication of injustice or violation of rights in the workplace etc
Through findings, it is recommended that the salary structure should be more competitive, gratuity for every performing year should be increased in order to motivate employees in long-term, retirement age should be increased from 57 to 59 like the other banks in the same industry, efficient manpower should be recruited to reduce work pressure.
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.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Business plan for style park hair saloonLibu Thomas
Style Park Hair Salon aims to open a full-service beauty salon in Bagalore, India to provide services like hair styling, facials, and makeup. The business plans to focus on customer satisfaction through quality products and a comfortable atmosphere. It expects to earn between Rs. 25,300 to Rs. 46,000 per day by serving approximately 46 customers with prices ranging from Rs. 550 to Rs. 1,000 per customer. The business will be led by a team of owners, CEO, and managers and aims to expand to multiple locations nationwide within 5 years.
MCB Bank was established in 1947 and was the first bank to be privatized in 1991. It aims to be the leading financial services provider and has a team of committed professionals providing innovative solutions. The organizational chart shows the board of directors at the top with various departments reporting up. The internal auditor ensures proper internal controls, supervises capital expenditures, and implements the yearly audit plan. A SWOT analysis identifies strengths such as its long history and being the first privatized bank, while weaknesses include a limited international branch network and lack of managerial training for some employees.
Business plan for a BPO company in Colombia (Business Process Outsourcing - ...Jonathan Donado
This document provides a business plan for a BPO company in Colombia that will provide healthcare-related customer service and billing support services. The plan outlines the contact center location in Medellin, Colombia, target healthcare markets in the US, Canada, Latin America and Spain. It analyzes the competitive landscape and lists main BPO players. The operations section describes the services to be provided, a phased approach to language support, and projections for call volumes. Finally, it addresses human resources including hours of operation and staffing requirements.
This presentation summarizes an internship report on human resource development practices at Grameenphone in Bangladesh. Grameenphone is a joint venture between Telenor and Grameen Telecom. The presentation provides an overview of the company, its vision, mission and values. It then describes the intern's responsibilities in the security and expat support department. The presentation outlines the objectives, conceptual framework and methodology of the research report. It presents findings on employee demographics, reliability of survey measures, correlation between HR practices and performance, and impact of variables on employee performance. It concludes with limitations and recommendations.
Lisa Cruz, the HR manager of Hotel Paris, must develop an updated job description for front desk clerks to implement the hotel's strategy of using superior guest service to increase return rates. The job description should include responsibilities like checking in guests, providing information, and creating a welcoming environment. It should also require a graduate degree in hospitality or marketing, persuasive abilities, good communication skills, and a focus on serving guests within 5 minutes for check-ins, questions, and check-outs.
The document is a 17 question questionnaire about employee turnover and its effects on purchase behavior. It asks respondents for their gender, age, department, tenure at their bank, satisfaction with their job, feelings of freedom at work, number of promotions received, sufficiency of salary and incentives, most important employment factors, reason for leaving previous jobs, plans to stay with current employer, factors influencing decisions to leave jobs, boss's encouragement, workload compared to rewards, training received, career counseling provided, and satisfaction with organizational culture. Respondents are assured their answers will remain confidential.
E-recruitment wipro project file
it helps for the Wipro e-recruitment
it is depends on the project of wipro company
its is usefull to all the people who will do the project of e-recruitment
It is mainly used for the job purpose.
The document proposes developing the business process outsourcing (BPO) sector in rural areas of Sri Lanka as a solution to poverty and unemployment. It notes that BPO is currently Sri Lanka's 5th largest export sector, concentrated in Colombo, and suggests expanding it to other areas like Kandy that have suitable human resources. Specific recommendations include increasing English language skills, computer literacy, telecommunications infrastructure, transportation, and raising awareness of BPO career opportunities among youth in rural areas. With targeted government support to address these areas, the document argues BPO could generate jobs and income outside of cities, helping achieve economic and development goals.
If you are planning to start a new nail salon business, the first thing you will need is a business plan. Use our sample Finger Art - Nail Salon Business Plan created using upmetrics business plan software to start writing your business plan in no time. Now you might wonder, how can a business plan help you gain a competitive edge? How can you juggle between honing your skills and formulating a business strategy? Most importantly how to write a nail salon business plan and what to include in it?
Accenture is one of the world's leading management consulting, technology, and outsourcing companies with over 293,000 employees in more than 200 cities across 56 countries. It has four main divisions - Accenture Strategy, Accenture Digital, Accenture Technology, and Accenture Operations - which develop skills and capabilities to provide integrated services and solutions for clients. In India specifically, Accenture has offered consulting services since 1987 and now employs over 90,000 people to serve the needs of businesses across various industries.
This presentation provides an overview of market segmentation of bKash, a mobile financial service provider in Bangladesh. It begins with introducing the presenters and background on mobile banking in Bangladesh. It then discusses bKash, which started in 2010 as a joint venture between BRAC Bank and Money in Motion to provide broader financial access. The presentation focuses on how bKash segments the market including by demographics like rural populations, psychographics like user status, behaviors like usage rates, and benefits. It aims to break down the large customer pool into specific groups for bKash's services.
Infosys is an Indian global technology services company headquartered in Bangalore with over 145,000 employees worldwide. The document discusses Infosys' training and development department, which conducts various types of training need analysis and uses different training methods. It maintains a large training center campus in Mysore, which trains 12,000 new employees annually and features classrooms, halls, a food court, and employee facilities. The training programs cover induction, technical skills, soft skills, quality, and leadership.
This document is a project report submitted for a Master's degree in Business
Administration. It examines the human resources practices and policies of ICICI Prudential
Life Insurance company. The report includes an introduction, chapters on the insurance
industry, ICICI Prudential's company profile, implementing HR practices, research
objectives and methodology, data analysis, suggestions, and conclusions. It was submitted
to fulfill degree requirements, under the supervision of a research advisor.
This document provides an overview of employee retention strategies in the BPO industry. It discusses the importance of retaining key employees, as losing employees can result in costs that are 5 times an employee's salary. Effective retention strategies aim to create an environment where current employees want to stay. Some strategies discussed include engaging employees, making knowledge accessible, optimizing workforce performance, involving employees in their jobs, empowering employees, and ensuring competitive compensation and benefits. Retaining talent is critical for organizations to succeed, especially in the competitive BPO industry landscape.
The document describes the hierarchy and roles within the sales and customer service departments of a call center. It includes job descriptions for various roles such as director, team leads, floor managers, and specialists. The sales department has three team leads who manage agents in different shifts. The customer service department has a director, manager, supervisor, and specialists. Job responsibilities for the roles include ensuring performance metrics, handling call volume, communication, and training/managing agents.
The document summarizes a presentation on call center management and performance given by Annette Ammeraal. It discusses key aspects of call centers including their purpose, processes, performance monitoring, job design, types of call centers, and research on factors that influence customer loyalty and service quality. Examples of call center scripts are also provided.
The document discusses business intelligence and data warehousing in the banking sector. It defines data warehousing as a collection of integrated and non-volatile data used to support management decision making. It describes the benefits of data warehousing and business intelligence for banks, such as improved risk management, operational efficiencies, customer segmentation, and decision making. Business intelligence helps banks retain profitable customers, improve operations, and gain actionable insights into portfolio performance.
This document discusses the human resource management practices of Al-Arafah Islami Bank Limited in Bangladesh. It outlines the objectives of studying the bank's training and development process, performance management system, recruitment and selection process, and employee benefits. The bank provides training courses and workshops for employees and assesses performance through appraisals. It recruits through both internal and external sources and offers competitive salaries, bonuses, allowances and retirement benefits. The document recommends emphasizing qualifications in hiring, ongoing training programs, allocating more resources to human resources, and empowering the HR department.
The document discusses the importance of training and development in the banking sector of Bangladesh. It provides details on the types of training programs conducted at Dhaka Bank, including orientation for new employees, on-the-job training, and off-the-job classroom or lecture-based training to improve employee performance. It emphasizes that regular training is needed to equip employees with new skills and knowledge to adapt to changes in banking and meet organizational goals.
Vashon Solicitation Services is a startup call center company that will provide inbound and outbound call services to business clients. It will be formed as a limited liability partnership in Delaware. The founder, Martin Gibbs, has over 35 years of industry experience. VSS aims to establish long-term contracts, maintain high customer satisfaction rates, and break even within two years. It will initially focus on medical and high-tech companies in Washington state. VSS analyzed the growing telemarketing industry and identified opportunities in outsourcing call center functions. The company's keys to success will be creating long-term relationships with clients through comprehensive customer service.
ROLE OF HR DEPARTMENT IN A Growing Radha (1).docOmkarVikal
The document discusses the role of HR in a growing organization called Cogent e Services Pvt. Ltd. It provides an overview of the company's history and services. Cogent offers various outsourced services including inbound and outbound call centers, social media response management, and customer service support. The benefits to clients include focusing on core business while leveraging Cogent's expertise and scalable services to generate leads, follow up on campaigns, and respond to customers.
Business plan for style park hair saloonLibu Thomas
Style Park Hair Salon aims to open a full-service beauty salon in Bagalore, India to provide services like hair styling, facials, and makeup. The business plans to focus on customer satisfaction through quality products and a comfortable atmosphere. It expects to earn between Rs. 25,300 to Rs. 46,000 per day by serving approximately 46 customers with prices ranging from Rs. 550 to Rs. 1,000 per customer. The business will be led by a team of owners, CEO, and managers and aims to expand to multiple locations nationwide within 5 years.
MCB Bank was established in 1947 and was the first bank to be privatized in 1991. It aims to be the leading financial services provider and has a team of committed professionals providing innovative solutions. The organizational chart shows the board of directors at the top with various departments reporting up. The internal auditor ensures proper internal controls, supervises capital expenditures, and implements the yearly audit plan. A SWOT analysis identifies strengths such as its long history and being the first privatized bank, while weaknesses include a limited international branch network and lack of managerial training for some employees.
Business plan for a BPO company in Colombia (Business Process Outsourcing - ...Jonathan Donado
This document provides a business plan for a BPO company in Colombia that will provide healthcare-related customer service and billing support services. The plan outlines the contact center location in Medellin, Colombia, target healthcare markets in the US, Canada, Latin America and Spain. It analyzes the competitive landscape and lists main BPO players. The operations section describes the services to be provided, a phased approach to language support, and projections for call volumes. Finally, it addresses human resources including hours of operation and staffing requirements.
This presentation summarizes an internship report on human resource development practices at Grameenphone in Bangladesh. Grameenphone is a joint venture between Telenor and Grameen Telecom. The presentation provides an overview of the company, its vision, mission and values. It then describes the intern's responsibilities in the security and expat support department. The presentation outlines the objectives, conceptual framework and methodology of the research report. It presents findings on employee demographics, reliability of survey measures, correlation between HR practices and performance, and impact of variables on employee performance. It concludes with limitations and recommendations.
Lisa Cruz, the HR manager of Hotel Paris, must develop an updated job description for front desk clerks to implement the hotel's strategy of using superior guest service to increase return rates. The job description should include responsibilities like checking in guests, providing information, and creating a welcoming environment. It should also require a graduate degree in hospitality or marketing, persuasive abilities, good communication skills, and a focus on serving guests within 5 minutes for check-ins, questions, and check-outs.
The document is a 17 question questionnaire about employee turnover and its effects on purchase behavior. It asks respondents for their gender, age, department, tenure at their bank, satisfaction with their job, feelings of freedom at work, number of promotions received, sufficiency of salary and incentives, most important employment factors, reason for leaving previous jobs, plans to stay with current employer, factors influencing decisions to leave jobs, boss's encouragement, workload compared to rewards, training received, career counseling provided, and satisfaction with organizational culture. Respondents are assured their answers will remain confidential.
E-recruitment wipro project file
it helps for the Wipro e-recruitment
it is depends on the project of wipro company
its is usefull to all the people who will do the project of e-recruitment
It is mainly used for the job purpose.
The document proposes developing the business process outsourcing (BPO) sector in rural areas of Sri Lanka as a solution to poverty and unemployment. It notes that BPO is currently Sri Lanka's 5th largest export sector, concentrated in Colombo, and suggests expanding it to other areas like Kandy that have suitable human resources. Specific recommendations include increasing English language skills, computer literacy, telecommunications infrastructure, transportation, and raising awareness of BPO career opportunities among youth in rural areas. With targeted government support to address these areas, the document argues BPO could generate jobs and income outside of cities, helping achieve economic and development goals.
If you are planning to start a new nail salon business, the first thing you will need is a business plan. Use our sample Finger Art - Nail Salon Business Plan created using upmetrics business plan software to start writing your business plan in no time. Now you might wonder, how can a business plan help you gain a competitive edge? How can you juggle between honing your skills and formulating a business strategy? Most importantly how to write a nail salon business plan and what to include in it?
Accenture is one of the world's leading management consulting, technology, and outsourcing companies with over 293,000 employees in more than 200 cities across 56 countries. It has four main divisions - Accenture Strategy, Accenture Digital, Accenture Technology, and Accenture Operations - which develop skills and capabilities to provide integrated services and solutions for clients. In India specifically, Accenture has offered consulting services since 1987 and now employs over 90,000 people to serve the needs of businesses across various industries.
This presentation provides an overview of market segmentation of bKash, a mobile financial service provider in Bangladesh. It begins with introducing the presenters and background on mobile banking in Bangladesh. It then discusses bKash, which started in 2010 as a joint venture between BRAC Bank and Money in Motion to provide broader financial access. The presentation focuses on how bKash segments the market including by demographics like rural populations, psychographics like user status, behaviors like usage rates, and benefits. It aims to break down the large customer pool into specific groups for bKash's services.
Infosys is an Indian global technology services company headquartered in Bangalore with over 145,000 employees worldwide. The document discusses Infosys' training and development department, which conducts various types of training need analysis and uses different training methods. It maintains a large training center campus in Mysore, which trains 12,000 new employees annually and features classrooms, halls, a food court, and employee facilities. The training programs cover induction, technical skills, soft skills, quality, and leadership.
This document is a project report submitted for a Master's degree in Business
Administration. It examines the human resources practices and policies of ICICI Prudential
Life Insurance company. The report includes an introduction, chapters on the insurance
industry, ICICI Prudential's company profile, implementing HR practices, research
objectives and methodology, data analysis, suggestions, and conclusions. It was submitted
to fulfill degree requirements, under the supervision of a research advisor.
This document provides an overview of employee retention strategies in the BPO industry. It discusses the importance of retaining key employees, as losing employees can result in costs that are 5 times an employee's salary. Effective retention strategies aim to create an environment where current employees want to stay. Some strategies discussed include engaging employees, making knowledge accessible, optimizing workforce performance, involving employees in their jobs, empowering employees, and ensuring competitive compensation and benefits. Retaining talent is critical for organizations to succeed, especially in the competitive BPO industry landscape.
The document describes the hierarchy and roles within the sales and customer service departments of a call center. It includes job descriptions for various roles such as director, team leads, floor managers, and specialists. The sales department has three team leads who manage agents in different shifts. The customer service department has a director, manager, supervisor, and specialists. Job responsibilities for the roles include ensuring performance metrics, handling call volume, communication, and training/managing agents.
The document summarizes a presentation on call center management and performance given by Annette Ammeraal. It discusses key aspects of call centers including their purpose, processes, performance monitoring, job design, types of call centers, and research on factors that influence customer loyalty and service quality. Examples of call center scripts are also provided.
The document discusses business intelligence and data warehousing in the banking sector. It defines data warehousing as a collection of integrated and non-volatile data used to support management decision making. It describes the benefits of data warehousing and business intelligence for banks, such as improved risk management, operational efficiencies, customer segmentation, and decision making. Business intelligence helps banks retain profitable customers, improve operations, and gain actionable insights into portfolio performance.
This document discusses the human resource management practices of Al-Arafah Islami Bank Limited in Bangladesh. It outlines the objectives of studying the bank's training and development process, performance management system, recruitment and selection process, and employee benefits. The bank provides training courses and workshops for employees and assesses performance through appraisals. It recruits through both internal and external sources and offers competitive salaries, bonuses, allowances and retirement benefits. The document recommends emphasizing qualifications in hiring, ongoing training programs, allocating more resources to human resources, and empowering the HR department.
The document discusses the importance of training and development in the banking sector of Bangladesh. It provides details on the types of training programs conducted at Dhaka Bank, including orientation for new employees, on-the-job training, and off-the-job classroom or lecture-based training to improve employee performance. It emphasizes that regular training is needed to equip employees with new skills and knowledge to adapt to changes in banking and meet organizational goals.
Vashon Solicitation Services is a startup call center company that will provide inbound and outbound call services to business clients. It will be formed as a limited liability partnership in Delaware. The founder, Martin Gibbs, has over 35 years of industry experience. VSS aims to establish long-term contracts, maintain high customer satisfaction rates, and break even within two years. It will initially focus on medical and high-tech companies in Washington state. VSS analyzed the growing telemarketing industry and identified opportunities in outsourcing call center functions. The company's keys to success will be creating long-term relationships with clients through comprehensive customer service.
ROLE OF HR DEPARTMENT IN A Growing Radha (1).docOmkarVikal
The document discusses the role of HR in a growing organization called Cogent e Services Pvt. Ltd. It provides an overview of the company's history and services. Cogent offers various outsourced services including inbound and outbound call centers, social media response management, and customer service support. The benefits to clients include focusing on core business while leveraging Cogent's expertise and scalable services to generate leads, follow up on campaigns, and respond to customers.
This document provides a business plan for IFLOGIX Call Center, a partnership between four individuals with experience in call centers. The plan outlines the company's mission to provide top quality customer service. IFLOGIX will offer both inbound and outbound call center services including lead generation, appointments, and customer support. The business plan details startup requirements and expenses, management structure, sales and financial projections with the goal of profitability within two years.
Star Brand Consult provides business consulting services including market research, finance and accounting, digital marketing, social media management, and business planning. It aims to offer high-quality, tailored solutions to help clients make informed decisions and grow their businesses. The company targets both local and foreign investors, large corporations, and small businesses. It has expertise in various industries and seeks to establish itself as a reputable consulting provider through an experienced management team and competitive pricing.
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LEADS provides inside sales and lead generation services to help clients increase revenue. They work as an extension of the client's sales team to qualify leads, set appointments, and develop relationships. Outsourcing these functions allows clients to focus on core business while LEADS handles cold calling, data collection, and presenting client benefits to prospects. LEADS trains specialized inside sales representatives and works closely with clients to customize services that meet their unique needs and industry.
Success Failure and Principles of Competitive SuccessSudhir Bisht
Partial notes on BBA 205 course for students of IP University (Delhi) and anyone who wants a beginner's level knowledge.
Citations are reflected in the slides.
SFO Consultants is a boutique transformational consulting firm focused on delivering Business Strategy and Operational Excellence advisory services to Community Financial Services including Community Banks, Regional Banks and Credit Unions.
The document discusses the importance of voice of the customer (VoC) strategies for companies over the next 10 years. It states that the most successful companies will be those that align everything they do to customer outcomes. It provides an overview of applying VoC, including understanding customer touchpoints, optimizing customer journeys, surveying customers, analyzing feedback, and using insights to improve processes. It emphasizes the need for VoC programs to include employee and stakeholder feedback as well.
We are a business growth and funding specialist. Facilitating corporate growth. Ensuring businesses are investment ready and facilitating introductions to finance . Offices in London UK and Perth Australia. Reach us at ask@huntrevenue.com
Vipul Pandey is seeking a career opportunity where he can utilize his prior knowledge and expertise to contribute to a company's profitable growth while building strong customer relationships. He has over a year of experience as a Business Development Executive where he drove revenue through developing and maintaining client relationships. His competencies include client development, relationship management, and liaising. He is currently serving as a key member of the Business Development team at Manikaran Power Limited, heading the liaison department and meeting sales targets.
Chesamel Communications is an independently owned marketing agency broker that specializes in connecting premium brands with marketing agencies. It aims to reduce the cost and time of agency pitches for brands through confidential referrals of vetted agencies. Chesamel listens to agency needs, understands brand briefs, and develops referral strategies to generate a stream of qualified pitch opportunities each month, with the goal of seeing ROI within 9 months. Success is measured through agreed KPIs tracked in monthly reports.
This document provides information on business services offered by Really Useful Brokers and Really Useful Factoring, including business planning, funding options, cash flow management, and outsourcing services. Funding options discussed include grants, the Enterprise Finance Guarantee Scheme, small business loans, cash flow finance, asset-based lending, and unsecured business finance. Contact information is also provided for commercial finance providers.
The document discusses implementing a Voice of the Customer (VoC) strategy to better align companies with customer needs and improve business performance. It provides guidance on collecting customer feedback through multiple channels, analyzing insights in real-time, and using the information to optimize processes and drive innovation. A case study is presented of an insurance company that increased member retention and return per member by implementing a VoC software solution to gather multi-channel feedback.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
Phoenix Financial Advisory provides holistic financial planning services including tax preparation, college funding, and financial and estate planning. Its target clients are affluent pre-retirees who need assistance with multiple financial areas. It aims to grow steadily through retaining existing clients and gaining new ones. Services are by appointment only following clients completing an online questionnaire. The marketing plan outlines targeting the right clientele, pricing models, competition comparison, and promoting services for continued growth.
How can you find the best MCA agency in NYC?Riya Sen
MCAs (merchant cash advances) are one of the most adaptable types of small business
financing. Unlike other types of finance, merchant cash advances often have no restrictions on
how they are utilized, providing small business owners the opportunity to put their money to
whatever use makes the most sense for their company. So if you are looking for the best MCA agency in NYC then On Point Funding Group is one-stop
solution for you.
This document provides details on Lisa Neary's marketing consulting firm Cultivation. It includes information about Lisa's background and experience, Cultivation's services, and an overview of modern marketing complexity. Additional sections outline what a marketing plan is, why it is important to have one, marketing plan basics, and an example marketing plan. The document also discusses identity work, marketing materials, communications planning, status updates on various marketing initiatives, a list of target companies, and a marketing playbook. The overall purpose is to provide information and guidance to help businesses develop effective marketing plans and strategies.
This document discusses reimagining business development services (BDS), also known as technical assistance (TA), provided by CDFIs to their small business loan clients. It argues that BDS should be viewed as a discrete product or strategy to support portfolio performance and mission. The document provides examples of how BDS can be improved by establishing clear goals, metrics, engagement strategies and funding models. It also presents a case study of how one CDFI, Working Solutions, redesigned their BDS program through improved processes, staff roles and impact tracking.
Use These Five Step to Ensure the Future Success of Your BusinessMatthew Wirgau
Business is unpredictable, and the one thing we know for sure is that we will face changes and challenges.
To ensure success, you must rigorously measure the performance of your business.
We have identified five key strategic areas to help you determine if your business will be successful in the future.
They will help you get started on deriving your own solutions to the key challenges, hurdles, and problems you may face.
Over the next few pages we review five (5) key strategic elements on which all business owners–CEOs– Presidents should focus to be successful.
All research endeavors share a common goal of furthering our understanding of the problem and thus all share certain basic stages forming a process called the research process.
Rita Shor and her team at 3M's Health Care Unit were tasked with developing new products using an innovative market research method called "Lead User Research" after the unit failed to introduce a successful product in a decade. After months of research, the team developed four recommendations - three for new product lines and a fourth that proposed rewriting the unit's business strategy. Given the degree of change the fourth recommendation would bring and decreasing support for the research method, Rita must carefully consider how to introduce the recommendations to management, initially suggesting the new product lines while further developing the potential strategic change.
Technological advances have significantly changed how businesses operate. Mobile devices and cloud computing have allowed businesses to be more efficient and productive by enabling remote work and easy access to information from anywhere. Technologies like video conferencing and instant messaging have simplified business processes and facilitated collaboration between geographically dispersed teams. Social media platforms now provide new opportunities for businesses to connect with customers and generate revenue. Overall, the integration of technology has revolutionized how organizations conduct business operations and engage with clients.
Export, Import, Remittance & Economic Growth in Bangladesh-International Trad...Tasmi Turin
The garment industry has grown significantly in Bangladesh since the 1960s. There are now over 4,800 garment factories in Bangladesh, employing over 2.5 million workers, 90% of whom are women. The garment industry is a major contributor to Bangladesh's economy, accounting for 76% of total foreign exchange. The top export partners for Bangladesh's garment industry are the United States, Germany, United Kingdom, France, Netherlands, Italy and Spain. China, India, Kuwait and Singapore are the top import partners. Bangladesh is now the second largest exporter of garments in the world after China.
Export, Import, Remittance & Economic Growth in Bangladesh-International Trad...Tasmi Turin
The ready-made garments industry is the leading export sector in Bangladesh, accounting for around 75% of total export earnings. It has experienced significant growth since the 1980s and now employs around 4 million workers, most of whom are women. Bangladesh is now one of the largest apparel exporters in the world, exporting over $19 billion worth of garments in 2012, with its main export markets being the US, EU, and other Asian countries. The industry remains dependent on imported fabrics and faces ongoing challenges in improving working conditions and safety.
- Value Added Tax (VAT) is an indirect tax levied on the increase in value of goods and services at each stage of production and distribution. It was first introduced in France in 1954 and has since been adopted by over 100 countries.
- Bangladesh introduced VAT in 1991 to replace sales tax and business turnover tax. The standard VAT rate is 15% and turnover tax rate is 4%. Excise duties are also included under the VAT system.
- The National Board of Revenue is the central tax collection authority in Bangladesh responsible for administering and collecting VAT.
How does Unilever apply different strategies to gain competitive advantage?Tasmi Turin
Unilever is an Anglo-Dutch multinational consumer goods company that owns over 400 brands in foods, beverages, cleaning agents, and personal care products. It has a dual-listed structure with headquarters in both London and Rotterdam. Unilever was founded in 1930 from the merger of British soap maker Lever Brothers and Dutch margarine producer Margarine Unie. Today it is the world's third largest consumer goods company, employing over 173,000 people globally.
Consumer Rights Protection in BangladeshTasmi Turin
Bangladesh has a large population but small area, making it important to protect consumer rights. However, after 40 years of independence, consumer rights are still not well established in Bangladesh. The document discusses defining consumers and their rights, as well as the objectives, scope, and importance of consumer protection in Bangladesh. It provides definitions of consumers from laws in Bangladesh, the UK, and Scandinavia. The key rights of consumers are listed as the right to satisfaction of basic needs, safety, information, choice, voice, redress, education, and a healthy environment. Objectives of consumer protection are to protect consumers from abuse, provide grievance redress, and improve quality of life through better products and services.
Coca-Cola is a carbonated soft drink sold worldwide and produced by The Coca-Cola Company. Originally created as a patent medicine in the late 19th century, Coca-Cola's marketing tactics led to its dominance in the soft drink market in the 20th century. The Coca-Cola Company produces concentrate that is sold to licensed bottlers who produce the finished product. The bottlers then sell and distribute Coca-Cola products. The Coca-Cola Company also sells fountain syrup to restaurants and food service distributors. Coca-Cola has introduced other cola drinks under its brand, like Diet Coke, and is working to remove controversial additives from some products in response to consumer preferences.
VAT was introduced in Bangladesh in 1991 as an alternative to sales tax. It has since become a major source of government revenue, contributing 27% of total revenue collection in 2005. VAT applies to goods and services with an annual turnover over 60 lacs and is charged at a rate of 15%. While VAT has increased tax collection, some argue it also increased inflation and businesses face issues with tax refunds and interstate credit. The document provides an overview of the history, mechanism, authorities and trends of VAT collection in Bangladesh.
This presentation was provided by Rebecca Benner, Ph.D., of the American Society of Anesthesiologists, for the second session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session Two: 'Expanding Pathways to Publishing Careers,' was held June 13, 2024.
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
This presentation was provided by Racquel Jemison, Ph.D., Christina MacLaughlin, Ph.D., and Paulomi Majumder. Ph.D., all of the American Chemical Society, for the second session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session Two: 'Expanding Pathways to Publishing Careers,' was held June 13, 2024.
The chapter Lifelines of National Economy in Class 10 Geography focuses on the various modes of transportation and communication that play a vital role in the economic development of a country. These lifelines are crucial for the movement of goods, services, and people, thereby connecting different regions and promoting economic activities.
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
1. Page 1 of 24
Executive Summary
Introduction
It is the mission of Vision Solicitation Services to provide clients with top quality call center
services 24 hours-a-day. A service that provides our clients with the greatest chance of
communicating with their end customers. We do B2B and B2C services including both inbound
and outbound calls. We have a dedicated and well trained cadre of customer support specialists
who are able to consistently provide excellent services delivered in a timely and cost-effective
manner.
Whatever a client's customer relations goals are: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, VSS has the
people with the expertise to professionally service those needs.
The Company
VSS will be a limited liability partnership registered in Dhaka. Its founder is Ms. Shahrin Hossain
Nuran a former telemarketing head with Medfone, Inc. Ms. Nuran has brought together a highly
respected group of telemarketing and customer relations specialists who have a total of 35
years of combined experience with this industry.
The company has a limited number of private investors and does not plan to go public. The
company has its main offices in Dhanmondi , Dhaka . The facilities include office spaces,
conference rooms, and a phone center. The company expects to begin offering services in June
of Year 1.
The Services
Vision offers a wide range of call center service including both inbound and outbound calls. We
provide bilingual services in both Bangla & English. The most common needs that we can fulfill
are:
Generate sales leads
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
VSS is not a telemarketing company , we do not create the marketing campaigns for our clients.
Experience has shown that many companies desire to create their own marketing campaign
since they already have marketing personnel with extensive contact and experience in the
industry.
The Market
The telemarketing industry is a growing industry with most companies having an annual growth
between 6.5% and 8%. This is due to businesses that are becoming increasingly aware of the
2. Page 2 of 24
need for market information and the desire to reduce customer turnover rates in a hard hit
economy. A significant trend in this industry is the growing number of clients who wish to
outsource telemarketing functions to client companies instead of developing such infrastructure
in-house. This makes for an excellent opportunity for VSS. However, long-term analysis of
growth rates in this industry show a cyclical pattern and VSS does not expect this high growth
rate to continue.
VSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We will
also be working as a first level help desk for a number of small high-tech companies, and be
taking on short-term projects such as surveys from small clients.
Financial Considerations
Start-up assets required are shown in the tables accompanying the Start-up Summary topic.
This includes expenses and the cash needed to support operations until revenues reach an
acceptable level. Most of the company's liabilities will come from outside private investors and
management investment, however, we have obtained current borrowing from DBBL, the
principal to be paid off in two years. A long-term loan through HSBC will be paid off in ten years.
We also have a line of credit from SCB that we can draw upon if need be.
The company expects to reach profitability in year two and does not anticipate any serious cash
flow problems. We conservatively believe that during the first three years that about three
ongoing contracts per month will guarantee a break-even point.
Keys to Success
Vision's keys to long-term survivability and profitability are:
Create long-term contracts that demand constant monitoring or on-call services.
3. Page 3 of 24
Keeping close contact with clients and establishing a well functioning long-term
relationship with them to generate repeat business and obtain a top notch reputation.
Establish a comprehensive service experience for our clients that includes consultation,
progress reports and post-program feedback.
Mission
It is the mission of VSS to provide our clients with top quality call center services 24 hours-a-day
that provide the greatest chance of communicating with end customers. We do B2B and B2C
services including both inbound and outbound calls. We have a dedicated and well trained
cadre of customer support specialists who are able to consistently provide excellent services
delivered in a timely and cost-effective manner.
Whatever a client's customer relations goals are: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, VSS has the
people with the expertise to professionally service your needs.
Objectives
The three year goals for Vision Solicitation Services LLC (VSS) are:
Achieve break-even by year two.
Establish long-term contracts with at least four clients.
Establish minimum 95% customer satisfaction rate to form long-term relationships with
our clients and create word of mouth marketing.
Company Summary
VSS will be a limited liability partnership registered in the state of Delaware for tax purposes. Its
founder is Ms. Shahrin Hossain Nuran, a former telemarketing head with Medfone, Inc. Ms.
Nuran has brought together a highly respected group of telemarketing and customer relations
specialists who have a total of 35 years of combined experience with this industry.
The company has a limited number of private investors and does not plan to go public. The
company has its main offices in Gig Harbor, Washington. The facilities include office spaces,
conference rooms, and a phone center. The company expects to begin offering its services in
June of Year 1.
The company's main clients will be companies that require high amounts of communication
between themselves and their clients. This includes medical services, and companies that wish
to outsource first-level help desk support. By focusing on institutions such as these that have
special needs, we believe we will be able to better serve our clients and produce a superior
service that is more effective that other call center firms.
Start-up Summary
Start-up assets required are shown in the tables below. This includes expenses and the cash
needed to support operations until revenues reach an acceptable level. Most of the company's
4. Page 4 of 24
liabilities will come from outside private investors and management investment, However, we
have obtained current borrowing from DBBL, the principal to be paid off in two years. A long-
term loan through HSBC will be paid off in ten years. We also have a line of credit from SCB
that we can draw upon if need be.
Start-up Requirements
Start-up Expenses
Legal $2,000
Insurance $1,000
utilities $200
Rent $3,000
Accounting and bookkeeping fees $2,000
Expensed equipment $8,000
Advertising $3,500
Other $8,000
Total Start-up Expenses $27,700
Start-up Assets
Cash Required $117,800
Other Current Assets $3,500
Long-term Assets $25,000
Total Assets $146,300
Total Requirements $174,000
5. Page 5 of 24
Start-up Funding
Start-up Expenses to Fund $27,700
Start-up Assets to Fund $146,300
Total Funding Required $174,000
Assets
Non-cash Assets from Start-up $28,500
Cash Requirements from Start-up $117,800
Additional Cash Raised $0
Cash Balance on Starting Date $117,800
Total Assets $146,300
Liabilities
Current Borrowing $16,000
Long-term Liabilities $55,000
Accounts Payable (Outstanding Bills) $3,000
Other Current Liabilities (interest-free) $0
Total Liabilities $74,000
Planned Investment
Ms. Shahrin Hossain Nuran $25,000
Ms. Tajniyan Hossain Erin $20,000
Mr. Mostafiq Mahmud Munrad $20,000
Ms. Afreeda Rahman Ahona $8,000
Others $27,000
Additional Investment Requirement $0
Total Planned Investment $100,000
Loss at Start-up (Start-up Expenses) ($27,700)
Total Capital $72,300
Total Capital and Liabilities $146,300
Total Funding $174,000
6. Page 6 of 24
Company Ownership
The company will have a number of outside private investors who will own 27% of the
company's shares. The rest will be owned by the senior management including Ms. Shahrin
Hossain Nuran, (25%), Ms. Tajniyan Hossain Erin (20%), Mr. Mostafiq Mahmud Munrad, (20%),
and Ms. Afreeda Rahman Ahona (8%). All other financing will come from loans.
Services
Vision offers a wide range of call center service including both inbound and outbound calls. We
provide bilingual services in both Bangla and English. The most common needs for call centers
are:
Generate sales leads
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
VSS is not a telemarketing company we do not create the marketing campaigns for our clients.
Experience has shown that many companies desire to create their own marketing campaign
since they already have marketing personnel with extensive contact and experience in the
industry. However, the costs of carrying out such a telemarketing campaign can be prohibitive
and often the firm does not wish to develop the infrastructure to do so. This requires developing
different skills and core competencies that divert management and resources from their primary
duties. This is where VSS comes in. We either connect a prospective client with a telemarketing
company (we have arrangements and contacts with three such consulting firms) or once such a
campaign is designed we implement it for our clients. We work closely with our clients in the
creation of the campaign's goals, scope, length, and costs so has to create as close a fit
between the client needs and our capabilities.
Market Analysis Summary
The telemarketing industry is a growing industry with most companies having an annual growth
between 6.5% and 8%. This is due to businesses that are becoming increasingly aware of the
need for market information and the desire to reduce customer turnover rates in a hard hit
economy. A significant trend in this industry is the growing number of clients who wish to
outsource telemarketing functions to client companies instead of developing such infrastructure
in-house. This makes for an excellent opportunity for VSS. However, long-term analysis of
growth rates in this industry show a cyclical pattern and VSS does not expect this high growth
rate to continue.
7. Page 7 of 24
The telemarketing industry is quite fragmented with companies that vary greatly in size, scope,
services offered, and market share. Many companies are general advertising agencies that offer
telemarketing services along with a wide range of other consulting services. In addition, many
companies, still not realizing the potential advantages of outsourcing, choose to develop their
own telemarketing services.
VSS plans to enter into two market segments.
First, we will work in the medical services industry since they have a high need to maintain
contact with their patients at all times. We also will be working as a first level help desk for a
number of small high-tech companies. Ms. Nuran and Ms. Erin have already signed contracts
with Evergreen Medical and Sno-net, Inc. to serve in these capacities. We will also be taking on
short-term projects, such as surveys, from small clients.
Market Segmentation
Virtually every company, both large and small requires some form of telemarketing at some
point. Often it is a survey to determine customer satisfaction or awareness. Sometimes it is
effectively communicating an upcoming event such as a conference.
Other companies wish to know if telemarketing is a feasible method of sales generation. One of
the new uses for call centers is in first level help desk services. About 75-80% of all technical
problems faced by end customers can be solved by non-technical customer service
representatives who are familiar with a computer or technical system and who have a scripted
set of procedures to solve most common occurring problems. This is where an outsourced call
center can save a client a large amount of money and allow a reduction in personnel needed on
call 24 hours-a-day.
VSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We also
will be working as a first level help desk for a number of small high-tech companies.
Ms. Nuran and Ms. Erin have already signed contracts with Evergreen Medical and Snow-net,
Inc. to serve in these capacities. Our customer service representatives are already in the
process of receiving hands-on training from these two companies to meet their needs. We will
also be taking on short-term projects such as surveys from small clients.
Once we have established a good working relationship with these initial clients, we will leverage
our reputation and profitability into new contacts and contracts with other local companies. Our
ultimate goal is to service the entire Dhaka city and become the company with a dominant
market share.
The market analysis table and graph which follows shows the number of businesses within
Dhaka . This will be our initial geographical focus for the first four to five years of our company's
existence. Later, as we expand to all division, our future business plans will include all of our
potential clients in this area.
8. Page 8 of 24
Market Analysis
Year 1 Year 2 Year 3 Year 4 Year 5
Potential
Customers
Growth CAGR
High-tech
companies
2% 400 408 416 424 432 1.94%
Medical
companies
3% 350 361 372 383 394 3.00%
Other 3% 2,200 2,200 2,334 2,404 2,476 3.00%
Total 2.86% 2,950 3,035 3,122 3,211 3,302 2.86%
Service Business Analysis
The telemarketing industry is a growing industry with most companies having an annual growth
between 6.5% and 8%. This is due to businesses that are becoming increasingly aware of the
need for market information and the desire to reduce customer turnover rates in a hard hit
economy. However, long-term analysis of growth rates in this industry show a cyclical pattern
and VSS does not expect this high growth rate to continue.
The telemarketing industry is quite fragmented with companies that vary greatly in size, scope,
services offered, and market share. Many companies are general advertising agencies that offer
telemarketing services along with a wide range of other consulting services. In addition, many
companies, not realizing the potential advantages of outsourcing, choose to develop their own
telemarketing services.
VSS believes that the greatest threat at the moment is in new entrants to the market who
perceive an opportunity in a "high" growth industry. The most likely entrants will be pre-existing
advertising agencies wishing to horizontally integrate and enter new sub-markets.
The one major disadvantage to new entrants is that all firms engaged in contracting to
telemarketing agencies face significant switching costs when bringing on a new partner.
Furthermore, VSS understands that in this industry there is a significant learning curve that
9. Page 9 of 24
creates declining "unit" costs as a firm gains more cumulative experience in the field itself and
with long-term clients specifically. Finally there are significant start-up costs associated with
creating a call center.
Rivalry among different call center agencies is quite intense. The telemarketing industry as a
whole is mature with long-term moderate growth. Most of the largest agencies are mutually
dependent when it comes to jockeying for position and market share. The fact that there are so
many diverse and seemingly "generic" or general telemarketing agencies makes this a cutthroat
industry.
The threat of clients backwardly integrating so as to have all their advertising done in-house is
one of the major factors that buyers use to indirectly control price in this industry, and increase
competition among firms. This must always be foremost in the minds of Vision's management
when offering services and setting prices.
Competition and Buying Patterns
Competition
Competition includes all potential call centers and telemarketing agencies across the country. In
addition we have indirect competition from organizations that handle all their telemarketing in-
house. Practically speaking, this means we have the greatest threat from the largest
telemarketing agencies such as Talk 2 Rep, Inc. , West Corporation , and other big, nationwide
call center companies that hold significant market share. The call center industry is highly
fragmented, with a large number of small companies that mainly cater to small firms and a few
large companies that seek the largest contracts from companies such as Sprint, GM, etc. This
makes competition within the industry very intense. Through our focused strategy of serving
niche markets such as help desk services, we intend to avoid such a debilitating environment
and avoid its drawbacks such as price wars, and etc.
Buying patterns and needs
Companies usually enter into contracts with call center firms based on their reputation of
professionalism and effective campaigns in the past. This reputation is difficult to obtain by new
firms unless its personnel bring it with them from previous companies such as ours. Price and
scope are also important reasons for accepting contracts, especially if the company is small.
Strategy and Implementation Summary
Vision Solicitation Services' business strategy is to enter into a focused approach to its services
rather than being everything to its clients. Our company does not intend to be a telemarketing
consultation firm, nor will it ever become so. We are a call center firm that simply implements
telemarketing campaigns or help desk functions for its clients. These services are where we can
offer a higher standard of quality to our clients. This will allow us to charge a higher profit margin
for these differentiated and more focused services.
Marketing Strategy
Vision has already concluded two contracts with local companies requiring 24 hour call center
services. These will provide us with initial revenue and the chance to build our reputation. Our
10. Page 10 of 24
company intends to use testimonials from such clients to build further contracts. We have begun
to establish our presence using various marketing methods such as flyers, cold calls, B2B
contacts, and we will be attending conventions and other events as well.
Sales Strategy
Vision's management will be focusing on leveraging its employee's established reputations and
contacts in the telemarketing industry to generate contracts. Both Ms. Nuran and Mr. Munrad
have been in the industry for many years and experience shows that many of their existing
clients will still wish to work with them despite having to establish a new contract with VSS. We
also understand that we may need to lower costs in our first couple of years in order to attract
new customers and close deals.
In addition to our first contracts with Evergreen Medical and Snow-net, Inc. Mr. Munrad has
been actively seeking to acquire a large contract with National Conventions & Events over the
past seven months. This company is the largest event organizing firm in the Dhaka and has
been seeking a call center firm for a customer survey project to be launched in the near
future. VSS believes that its chances for acquiring this contract are excellent.
Sales Forecast
Sales are based on the various contract projects we anticipate acquiring in the various market
segments. Revenues are based on average costs per project/contract based on estimated time
and complexity of contract plus and undisclosed profit margin. The company does not have any
significant direct costs of sales.
We anticipate that our most attractive target markets, medical services and help desk clients will
provide us with significant early revenue. As time goes on, and we acquire more customers, the
percentage of short-term and other projects will increase.
11. Page 11 of 24
Sales Forecast
Year 1 Year 2 Year 3
Sales
Medical call center
services
$132,000 $180,000 $270,000
Help desk services $69,000 $120,000 $150,000
Short-term projects $43,500 $65,000 $96,000
Other projects $33,500 $58,000 $69,000
Total Sales $278,000 $423,000 $585,000
Direct Cost of
Sales
Year 1 Year 2 Year 3
Row 1 $0 $0 $0
Other $0 $0 $0
Subtotal Direct Cost
of Sales
$0 $0 $0
Management Summary
The company will have four officers including our president, Ms. Shahrin Hossain Nuran. Our
head of operations will be Ms. Afreeda Rahman Ahona, plus 12 customer service
representatives. Finances and general admin will be handled by Ms. Erin.
The company plans to hire additional service representatives and administrative personnel as
we begin to get large numbers of contracts.
Personnel
Vision's management brings to the company strong capabilities in contract negotiation, project
management, telemarketing, and a unique combination of skills drawn from other businesses.
12. Page 12 of 24
Key Personnel
Ms. Shahrin Hossain Nuran is a graduate of the University of Dhaka where she obtained hes
business degree in 2001. Since then, Ms. Nuran has had extensive experience in marketing,
telemarketing, and project management. This includes experience in budgeting, project
oversight, etc. In . She obtained a graduate degree in marketing from North South University.
Ms. Nuran spent the last four years as the telemarketing department head with Medfone, Inc.
Ms. Afreeda Rahman Ahona graduated from University of Chittagong with a bachelor’s degree
in marketing in 2003. From 2004-2009 Ms. Ahona worked for Nelson Marketing Consultants. In
2010 s he went to work for Anderson Consulting in their marketing division, where she worked
as a project manager.
Personnel Plan
Year 1 Year 2 Year 3
Ms. Shahrin Hossain
Nuran - President
$36,000 $36,000 $60,000
Ms. Tajniyan Hossain
Erin – Office
Manager
$36,000 $36,000 $60,000
Ms. Afreeda Rahman
Ahona - Operations
$36,000 $36,000 $36,000
Customer service
representatives
$101,050 $203,000 $203,000
Total People 19 27 27
Total Payroll $209,050 $311,000 $359,000
Financial Plan
Our 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
We are assuming approximately 75% sales on credit and average interest rates of 10%. These
are considered to be conservative in case our predictions are erroneous.
General Assumptions
Year 1 Year 2 Year 3
Plan Month 1 2 3
13. Page 13 of 24
Current Interest Rate 10.00% 10.00% 10.00%
Long-term Interest
Rate
10.00% 10.00% 10.00%
Tax Rate 30.00% 30.00% 30.00%
Other 0 0 0
Break-even Analysis
Our break-even analysis is based on the assumptions that our gross margin is approximately
100%. In other words, we will have insignificant direct cost of sales. Since each contract will be
of different scope, length, and complexity, it is difficult to assign and average per unit revenue
figure. However, it is conservatively believed that during the first three years, average
profitability per month per segment will be moderate. This is because we will be dealing with
smaller companies at first that have smaller contracts. We expect that about three ongoing
contracts per month will guarantee a break-even point.
Break-even Analysis
Monthly Revenue Break-even $27,234
Assumptions:
Average Percent Variable Cost 0%
Estimated Monthly Fixed Cost $27,234
14. Page 14 of 24
Projected Profit and Loss
The following table itemizes our revenues and associated costs. We expect to be paying higher
costs in marketing and advertising than other companies as we attempt to build sales volume.
As shown in the table in the Appendix, we expect monthly profits to begin in December 2014.
15. Page 15 of 24
Pro Forma Profit and Loss
Year 1 Year 2 Year 3
Sales $278,000 $423,000 $585,000
Direct Cost of Sales $0 $0 $0
Other Costs of Sales $4,300 $6,000 $6,000
Total Cost of Sales $4,300 $6,000 $6,000
Gross Margin $273,700 $417,000 $579,000
Gross Margin % 98.45% 98.58% 98.97%
Expenses
Payroll $209,050 $311,000 $359,000
Sales and Marketing
and Other Expenses
$18,000 $10,000 $10,000
Depreciation $0 $0 $0
Rent $18,000 $18,000 $18,000
Utilities $7,200 $8,000 $9,000
Insurance $13,200 $14,000 $15,000
Payroll Taxes $31,358 $46,650 $46,650
Travel $12,000 $8,000 $4,000
16. Page 16 of 24
Other $18,000 $15,000 $15,000
Total Operating
Expenses
$326,808 $430,650 $486,350
Profit Before Interest
and Taxes
($53,108) ($13,650) $92,650
EBITDA ($53,108) ($13,650) $95,150
Interest Expense $8,183 $9,400 $9,100
Taxes Incurred $0 $0 $25,065
Net Profit ($61,291) ($23,050) $58,485
Net Profit/Sales -22.05% -5.45% 10.00%
Projected Cash Flow
The following is our cash flow chart and diagram. 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. Our short-
term loan will be repaid in two equal payments in 2014-2015. Our long-term loan will be paid off
in ten years.
Pro Forma Cash Flow
Year 1 Year 2 Year 3
Cash Received
Cash from
Operations
Cash Sales $69,500 $105,750 $146,250
Cash from
Receivables
$159,050 $291,458 $409,934
Subtotal Cash from $228,550 $397,208 $556,184
17. Page 17 of 24
Operations
Additional Cash
Received
Sales Tax, VAT,
HST/GST Received
$0 $0 $0
New Current
Borrowing
$20,000 $6,000 $0
New Other Liabilities
(interest-free)
$0 $0 $0
New Long-term
Liabilities
$0 $0 $0
Sales of Other
Current Assets
$0 $0 $0
Sales of Long-term
Assets
$0 $0 $0
New Investment
Received
$3,000 $5,000 $0
Subtotal Cash
Received
$251,550 $408,208 $556,184
Expenditures Year 1 Year 2 Year 3
Expenditures from
Operations
Cash Spending $209,050 $311,000 $359,000
Bill Payments $121,806 $135,385 $162,552
Subtotal Spent on
Operations
$330,856 $446,385 $521,552
Additional Cash Spent
Sales Tax, VAT,
HST/GST Paid Out
$0 $0 $0
Principal Repayment
of Current Borrowing
$0 $0 $8,000
Other Liabilities
Principal Repayment
$0 $0 $0
Long-term Liabilities
Principal Repayment
$0 $0 $4,000
Purchase Other
Current Assets
$0 $0 $0
Purchase Long-term
Assets
$0 $0 $0
Dividends $0 $0 $0
Subtotal Cash
Spent
$330,856 $446,385 $533,552
Net Cash Flow ($79,306) ($38,177) $22,632
Cash Balance $38,494 $317 $22,949
18. Page 18 of 24
Projected Balance Sheet
The following table shows the projected balance sheet for VSS.
Pro Forma Balance Sheet
Year 1 Year 2 Year 3
Assets
Current Assets
Cash $38,494 $317 $22,949
Accounts Receivable $49,450 $75,242 $104,058
Other Current Assets $3,500 $3,500 $3,500
Total Current Assets $91,444 $79,059 $130,507
Long-term Assets
Long-term Assets $25,000 $25,000 $25,000
Accumulated
Depreciation
$0 $0 $2,500
Total Long-term
Assets
$25,000 $25,000 $22,500
Total Assets $116,444 $104,059 $ $153,007
Liabilities and
Capital
Year 1 Year 2 Year 3
Current Liabilities
Accounts Payable $11,435 $11,100 $13,563
Current Borrowing $36,000 $42,000 $34,000
Other Current
Liabilities
$0 $0 $0
Subtotal Current
Liabilities
$47,435 $53,100 $47,563
Long-term Liabilities $55,000 $55,000 $51,000
Total Liabilities $102,435 $108,100 $98,563
Paid-in Capital $103,000 $108,000 $108,000
Retained Earnings ($27,700) ($88,991) ($112,041)
Earnings ($61,291) ($23,050) $58,485
Total Capital $14,009 ($4,041) $54,444
Total Liabilities
and Capital
$116,444 $104,059 $153,007
Net Worth $14,009 ($4,041) $54,444
Business Ratios
We have 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
19. Page 19 of 24
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.
Ratio Analysis
Year 1 Year 2 Year 3 Industry Profile
Sales Growth 0.00% 52.16% 38.30% 8.79%
Percent of Total
Assets
Accounts
Receivable
42.47% 72.31% 68.01% 28.12%
Other Current
Assets
3.01% 3.36% 2.29% 44.18%
Total Current
Assets
78.53% 75.98% 85.29% 76.27%
Long-term
Assets
21.47% 24.02% 14.71% 23.73%
Total Assets 100.00% 100.00% 100.00% 100.00%
Current
Liabilities
40.74% 51.03% 31.09% 38.61%
Long-term
Liabilities
47.23% 52.85% 33.33% 13.60%
Total
Liabilities
87.97% 103.88% 64.42% 52.21%
Net Worth 12.03% -3.88% 35.58% 47.79%
Percent of
Sales
Sales 100.00% 100.00% 100.00% 100.00%
Gross Margin 98.45% 98.58% 98.97% 100.00%
Selling, General
& Administrative
Expenses
120.50% 104.03% 88.98% 82.68%
Advertising
Expenses
0.00% 0.00% 0.00% 1.66%
Profit Before
Interest and
Taxes
-19.10% -3.23% 15.84% 1.37%
Main Ratios
Current 1.93 1.49 2.74 1.59
Quick 1.93 1.49 2.74 1.22
Total Debt to
Total Assets
87.97% 103.88% 64.42% 3.09%
Pre-tax Return
on Net Worth
-437.51% 570.43% 153.46% 60.22%
Pre-tax Return -52.64% -22.15% 54.61% 7.76%
20. Page 20 of 24
on Assets
Additional
Ratios
Year 1 Year 2 Year 3
Net Profit Margin -22.05% -5.45% 10.00% n.a
Return on Equity -437.51% 0.00% 107.42% n.a
Activity Ratios n.a
Accounts
Receivable
Turnover
4.22 4.22 4.22 n.a
Collection Days 56 72 75 n.a
Accounts
Payable
Turnover
11.39 12.17 12.17 n.a
Payment Days 28 30 27 n.a
Total Asset
Turnover
2.39 4.06 3.82 n.a
Debt Ratios
Debt to Net
Worth
7.31 0.00 1.81 n.a
Current Liab. to
Liab.
0.46 0.49 0.48 n.a
Liquidity Ratios
Net Working
Capital
$44,009 $25,959 $82,944 n.a
Interest
Coverage
-6.49 -1.45 10.18 n.a
Additional
Ratios
Assets to Sales 0.42 0.25 0.26 n.a
Current
Debt/Total
Assets
41% 51% 31% n.a
Acid Test 0.89 0.07 0.56 n.a
Sales/Net Worth 19.84 0.00 10.74 n.a
Dividend Payout 0.00 0.00 0.00 n.a
Appendix
Sales Forecast
Year 1 Year 2 Year 3
Sales
Medical call center
services
$132,000 $180,000 $270,000
Help desk services $69,000 $120,000 $150,000
Short-term projects $43,500 $65,000 $96,000
21. Page 21 of 24
Other projects $33,500 $58,000 $69,000
Total Sales $278,000 $423,000 $585,000
Direct Cost of
Sales
Year 1 Year 2 Year 3
Row 1 $0 $0 $0
Other $0 $0 $0
Subtotal Direct Cost
of Sales
$0 $0 $0
PersonnelPlan
Year 1 Year 2 Year 3
Ms. Shahrin Hossain
Nuran - President
$36,000 $36,000 $60,000
Ms. Tajniyan Hossain
Erin – Office
Manager
$36,000 $36,000 $60,000
Ms. Afreeda Rahman
Ahona - Operations
$36,000 $36,000 $36,000
Customer service
representatives
$101,050 $203,000 $203,000
Total People 19 27 27
Total Payroll $209,050 $311,000 $359,000
GeneralAssumption
Year 1 Year 2 Year 3
Plan Month 1 2 3
Current Interest Rate 10.00% 10.00% 10.00%
Long-term Interest
Rate
10.00% 10.00% 10.00%
Tax Rate 30.00% 30.00% 30.00%
Other 0 0 0
Pro Forma Profit & Loss
Year 1 Year 2 Year 3
Sales $278,000 $423,000 $585,000
Direct Cost of Sales $0 $0 $0
Other Costs of Sales $4,300 $6,000 $6,000
Total Cost of Sales $4,300 $6,000 $6,000
Gross Margin $273,700 $417,000 $579,000
Gross Margin % 98.45% 98.58% 98.97%
Expenses
Payroll $209,050 $311,000 $359,000
Sales and Marketing
and Other Expenses
$18,000 $10,000 $10,000
Depreciation $0 $0 $0
22. Page 22 of 24
Rent $18,000 $18,000 $18,000
Utilities $7,200 $8,000 $9,000
Insurance $13,200 $14,000 $15,000
Payroll Taxes $31,358 $46,650 $46,650
Travel $12,000 $8,000 $4,000
Other $18,000 $15,000 $15,000
Total Operating
Expenses
$326,808 $430,650 $486,350
Profit Before Interest
and Taxes
($53,108) ($13,650) $92,650
EBITDA ($53,108) ($13,650) $95,150
Interest Expense $8,183 $9,400 $9,100
Taxes Incurred $0 $0 $25,065
Net Profit ($61,291) ($23,050) $58,485
Net Profit/Sales -22.05% -5.45% 10.00%
Pro Forma Cash Flow
Year 1 Year 2 Year 3
Cash Received
Cash from
Operations
Cash Sales $69,500 $105,750 $146,250
Cash from
Receivables
$159,050 $291,458 $409,934
Subtotal Cash from
Operations
$228,550 $397,208 $556,184
Additional Cash
Received
Sales Tax, VAT,
HST/GST Received
$0 $0 $0
New Current
Borrowing
$20,000 $6,000 $0
New Other Liabilities
(interest-free)
$0 $0 $0
New Long-term
Liabilities
$0 $0 $0
Sales of Other
Current Assets
$0 $0 $0
Sales of Long-term
Assets
$0 $0 $0
New Investment
Received
$3,000 $5,000 $0
23. Page 23 of 24
Subtotal Cash
Received
$251,550 $408,208 $556,184
Expenditures Year 1 Year 2 Year 3
Expenditures from
Operations
Cash Spending $209,050 $311,000 $359,000
Bill Payments $121,806 $135,385 $162,552
Subtotal Spent on
Operations
$330,856 $446,385 $521,552
Additional Cash Spent
Sales Tax, VAT,
HST/GST Paid Out
$0 $0 $0
Principal Repayment
of Current Borrowing
$0 $0 $8,000
Other Liabilities
Principal Repayment
$0 $0 $0
Long-term Liabilities
Principal Repayment
$0 $0 $4,000
Purchase Other
Current Assets
$0 $0 $0
Purchase Long-term
Assets
$0 $0 $0
Dividends $0 $0 $0
Subtotal Cash
Spent
$330,856 $446,385 $533,552
Net Cash Flow ($79,306) ($38,177) $22,632
Cash Balance $38,494 $317 $22,949
Pro Forma BalanceSheet
Year 1 Year 2 Year 3
Assets
Current Assets
Cash $38,494 $317 $22,949
Accounts Receivable $49,450 $75,242 $104,058
Other Current Assets $3,500 $3,500 $3,500
Total Current Assets $91,444 $79,059 $130,507
Long-term Assets
Long-term Assets $25,000 $25,000 $25,000
Accumulated
Depreciation
$0 $0 $2,500
Total Long-term
Assets
$25,000 $25,000 $22,500
Total Assets $116,444 $104,059 $ $153,007
Liabilities and
Capital
Year 1 Year 2 Year 3
Current Liabilities
Accounts Payable $11,435 $11,100 $13,563
24. Page 24 of 24
Current Borrowing $36,000 $42,000 $34,000
Other Current
Liabilities
$0 $0 $0
Subtotal Current
Liabilities
$47,435 $53,100 $47,563
Long-term Liabilities $55,000 $55,000 $51,000
Total Liabilities $102,435 $108,100 $98,563
Paid-in Capital $103,000 $108,000 $108,000
Retained Earnings ($27,700) ($88,991) ($112,041)
Earnings ($61,291) ($23,050) $58,485
Total Capital $14,009 ($4,041) $54,444
Total Liabilities
and Capital
$116,444 $104,059 $153,007
Net Worth $14,009 ($4,041) $54,444
THE END