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 msviji 2020@riinc. net
Executive Summary MISSION & Objectives MISSION Ø Provide our clients with top quality call center services 24 hours-a-day to provide the greatest chance of communicating with end customers - B 2 B and B 2 C services including both inbound and outbound calls. Ø Provide dedicated and well trained cadre of Customer Support Specialists who consistently provide excellent services, in a timely and cost-effective manner. Ø 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: Ø Achieve break-even by year three. Ø Establish long-term contracts with at least four clients. Ø Establish minimum 95% customer satisfaction rate to form long-term relationships with our clients and create word of mouth marketing.
AGENDA o o o Executive Summary Services Proposed Business Model Strategy and Implementation Summary Infrastructure Summary
Executive Summary o Introduction The Company o The Services o The Market o Keys to success o Mission o Objectives o
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: Ø Generate sales leads Ø Set appointments Ø Market research Ø Surveys (including statistical analysis and political surveys) Ø First level help desk Ø Database or mailing list information Ø Business development Ø Point-of-sale product promotion Ø Seminar and conference invitations Ø 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. Ø 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: Ø Ø Ø 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
AGENDA o o o 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 Ø Ø 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: Ø Ø Ø 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. Ø 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 Ø When the products are ready for launch, market these to the respective sector. Ø The proposed call-center and BPO activities are: ü Identifying and marketing to suitable clients and procure orders ü Reporting on a Monthly basis the details of all related activities
Services Proposed scope of work Detailed Scope of work (Proposed): Ø 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 o o o Executive Summary Services Proposed Business Model Strategy and Implementation Summary Infrastructure Summary
Proposed Business Model Standard Sales Model
AGENDA o o o Executive Summary Services Proposed Business Model Strategy and Implementation Summary Infrastructure Summary
Strategy and Implementation Summary o o Marketing Strategy Training & Certification Program Sales Strategy Sales Forecast
Strategy and Implementation Summary Ø Marketing Strategy: (using RURAL BPO / Call center) a. Market to individuals (> 6, 000 in our database): ü Digitization, storage, retrieval of records ü Disaster Recovery Solution ü Private (Medical / Legal / Financial / Accounting / Personal) Records ü Expand the database to reach more potential customers b. Market to small, mid and large scale businesses, corporates and industries: ü Market and promote Data Management services, ERP, BPM, CRM, etc. ü Tele-Ed, Tele-Conference, Tele-Knowledge, etc. ü Market private, public and hybrid cloud computing services c. PURA Enterprise: ü Contact embassies, consulates and international non-profits ü PURA-KY, PURA-Kenya and others in the preliminary design phase ü Contact educational, healthcare, financial, industrial entities to join PURA
Strategy and Implementation Summary (Contd) Ø 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 o o o 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: Ø § § § § 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 1 10 - 15 1 2
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