Proposed Business Plan
for establishing a
BPO - CALL CENTER
at
PURA
Prepared by:
Resources International, Inc.
895 Edgewater Drive
Lexington KY 40502-3159 USA
Ph: 859 – 268 212
Fax: 859 -268 8076
https://riinc.net
[email protected]
Executive Summary
MISSION & Objectives
MISSION
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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.
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Provide dedicated and well trained cadre of Customer Support Specialists who
consistently provide excellent services, in a timely and cost-effective manner.
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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 by year three.
 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.
AGENDA
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Executive Summary
Services
Proposed Business Model
Strategy and Implementation Summary
Infrastructure Summary
Executive Summary
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Introduction
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The Company
The Services
The Market
Keys to success
Mission
Objectives
Executive Summary
Introduction
The Services
The PURA-KY BPO – Call Center shall offer a wide range of services, both inbound and
outbound calls, as part of its Rural Development and Employment Generation
initiatives. The PURA-KY shall provide services for both IT and Non-IT Product Sales
Activities. The most common needs that PURA-KY can fulfill are:
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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
Business Process Activities
Executive Summary
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.
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The company expects to reach profitability in year three. We
conservatively believe that during the first three years, three
running major contracts will guarantee a break-even point.
Executive Summary | Introduction
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
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AGENDA
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Executive Summary
Services
Proposed Business Model
Strategy and Implementation Summary
Infrastructure Summary
Services
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.
2.
3.
Promoting several products to potential clients in its market
Call-center and BPO services, including Digitization of documents
business process activities
Call-center and BPO services for Tele-Education, e-Governance, Tele-K
Presence, Virtual-Medix, Smart ERP, BPM, CRM, SRM, VRM, Medical
Transcription, Tele-Marketing, Data Management, Bookkeeping,
Accounting, Web design- development-maintenance, and several other
business activities.
Services
Proposed scope of work
Call-center and BPO services for EMR, Digitization of Documents
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Digitization of existing documents in a format the customer wants
Storage and archival services in an off-site server
Targeted sectors: Health care, Legal, Accounting, Judicial sectors.
Potential clients: Doctors, Clinics, Hospitals, Diagnostic centers, Imaging
centers, Attorney offices, Courts, Legal establishments, Accountants
and related professionals.
The Call-center and BPO activities shall:
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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
Proposed scope of work
Detailed Scope of work (Proposed):
Call Center Activities
Call-center and BPO services for
Digitization of Documents
1.
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EFFORTS Segregation: We see
two scope of functions that
need to be performed to fulfill
the activity for selling the
concept of “Digitization of
Documents”.
2.
3.
4.
Identify the prospective customers all
over USA.
Educate the customer on the product and
convince them to buy
Conduct Online or Onsite demos
Negotiate and close the deals
BPO Activities
1.
2.
3.
4.
5.
6.
7.
Receive the PO
Process the PO
Follow-up on Delivery Status
Follow-up on Installation and Testing
First level help desk - Assistance (sales)
First level help desk - Assistance
(Technical)
Reporting as per the agreed norms
Services
Proposed scope of work
Detailed Scope of work (Proposed):
For Example:
Tele-Education
e-Governance
Tele K-Presence
Virtual-Medix
Tele-Medicine
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When the products are ready for launch, market these to the respective sector.
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The proposed call-center and BPO activities are:
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Identifying and marketing to suitable clients and procure orders
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Reporting on a Monthly basis the details of all related activities
Services
Proposed scope of work
Detailed Scope of work (Proposed):
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EFFORTS Segregation: Two
functions to be performed to fulfill
the activity for marketing the
following Products:
1.
2.
3.
4.
5.
Tele-education
e-Governance
Tele K-Presence
Virtual-Medix
Tele-Medicine
Call Center Activities
1.
2.
3.
4.
Identify the prospective customers all
over USA.
Educate the customer on the product for
an informed decision to buy
Conduct Online or Onsite demos
Negotiate and close the deals
BPO Activities
1.
2.
3.
4.
5.
6.
7.
Receive the PO
Process the PO
Follow-up on Delivery Status
Follow-up on Installation and Testing
First level help desk - Assistance (sales)
First level help desk - Assistance
(Technical)
Reporting as per the agreed norms
AGENDA
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Executive Summary
Services
Proposed Business Model
Strategy and Implementation Summary
Infrastructure Summary
Proposed Business Model
Standard Sales Model
AGENDA
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Executive Summary
Services
Proposed Business Model
Strategy and Implementation Summary
Infrastructure Summary
Strategy and Implementation Summary
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Marketing Strategy
Training & Certification Program
Sales Strategy
Sales Forecast
Strategy and Implementation Summary
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Marketing Strategy: (using RURAL BPO / Call center)
a. Market to individuals (> 6,000 in our database):
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Digitization, storage, retrieval of records
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Disaster Recovery Solution
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Private (Medical / Legal / Financial / Accounting / Personal) Records
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Expand the database to reach more potential customers
b. Market to small, mid and large scale businesses, corporates and industries:
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Market and promote Data Management services, ERP, BPM, CRM, etc.
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Tele-Ed, Tele-Conference, Tele-Knowledge, etc.
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Market private, public and hybrid cloud computing services
c. PURA Enterprise:
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Contact embassies, consulates and international non-profits
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PURA-KY, PURA-Kenya and others in the preliminary design phase
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Contact educational, healthcare, financial, industrial entities to join PURA
Strategy and Implementation Summary
(Contd)
 Sales Forecast:
Year 1 (0 to 12 months)
Design, develop and deploy PURA – KY
Provide training (3 and 6 months programs) to 150 to 200 enrollees
Employ trained and certified folks for Rural BPO / Call center
100 individuals & 5 businesses as PURA-KY customers
Sign one major project (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)
Year 2 – 4 (13 to 48 months)
500 individuals & 50 businesses as PURA-KY customers
Sign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)
Expand Cloud Computing to several regions and countries
Year 5 to 7 (49 to 84 months)
2000 individuals & 150 businesses as PURA-KY customers
Sign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)
Expand Cloud Computing to several regions and countries
AGENDA
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Executive Summary
Services
Proposed Business Model
Strategy and Implementation Summary
Infrastructure Summary
Infrastructure Summary
The two major components for a successful BPO / Call-center business are:
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Call-center Physical Infrastructure
Inbound call facilities
15 lines
Outbound call facilities
15 lines
Toll-free International number for inbound call facility – 5 lines
Workstations and Servers
15 minimum + Tele-commuting
Call-center Professionals – per every 800 customers
BPO Manager on shift basis
Call-center professionals
Quality controller
Back office staff
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10 - 15
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2