Proposed Business Plan

for establishing a

BPO - CALL CENTER

LAKED SOLUTIONS INC.

Prepared by:
Melrose Valerio
Executive Summary

MISSION & OBJECTIVES

MISSION

 Provide our clients with top quality call center services 24 hours-a-day to provide the greatest
chance of communicating with end customers - B2B and B2C services including both inbound
and outbound calls.

 Provide dedicated and well trained group of Customer Support Specialists who consistently
provide excellent services, in a timely and cost-effective manner.

 Meet the client's Customer Relations goals: quantifying sales leads, taking orders, responding
to ad inquiries, or general information requests, to professionally service their needs.

OBJECTIVES

The three year goals:

 Achieve break-even by year two-three.
 Establish long-term contracts with at least four to Five clients.
 Establish minimum 90% customer satisfaction rate to form long-term relationships with our
clients and create word of mouth marketing.
 AGENDA

o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
o VOIP SYSTEM
o Domestic and International Market
o Key Tools to start a BPO
 EXECUTIVE SUMMARY

o Introduction
o The Company
o The Services
o The Market

o Keys to success
o Mission
o Objectives
Executive Summary

INTRODUCTION
The Services

The LAKED SOLUTIONS INC. – Call Center shall offer a wide range of services for local,
both inbound and outbound calls, the most common needs that LSI can fulfill are:
Outbound calls - is one initiated by a call center agent to a customer on behalf of
a call center or client.
Inbound calls - An inbound call is one that a customer initiates to a call center or contact
center
1. Call Center Services/Customer Service(email, voice, chat)
• Sales
• Taking orders
• Billings
• Travel bookings
• Financial Services
• Insurance
• Telecom
2. Data Entry Services
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.

The company expects to reach profitability in year two-

three. We conservatively believe that during the two years.
three running major contracts will guarantee a break-even
point.
 BPO SUB-SECTOR

1. Knowledge Processing Outsourcing

2. Back offices
3. Animation
4. Graphic Design
5. Customer Support/Customer Service
6. Software Development
7. Game Development
8. Design Engineering
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
 AGENDA

o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
Services

PROPOSED SCOPE OF WORK

Detailed Scope of Work:

1. Provide Call-center and BPO services for Sales, Marketing and BPO activities for
several different business lines.

2. Promoting several products to potential clients in its market.

The Call-center and BPO activities shall:

 Identify potential customers and reach out to them;
 Offer the services to clients.
 BPO activities to include monthly reporting of actual contacts made, orders
procured, follow-up, etc.
Services

PROPOSED SCOPE OF WORK

BPO & Call Center Activities
1. Identify the prospective customers all
over Philippines.
2. Negotiate and close the deals
3. Receive the PO (Purchase Order)
4. Process the PO
5. Follow-up on Delivery Status
6. First level help desk - Assistance (sales)
7. First level help desk - Assistance
(Technical)
8. Reporting as per the agreed standard.
Services

PROPOSED SCOPE OF WORK

 When the products are ready for launch, market these to the respective sector.
 The proposed call-center and BPO activities are:
Identifying and marketing to suitable clients and procure orders
Reporting on a Monthly basis the details of all related activities

Detailed Scope of work (Proposed): Services

1. Customer Service (email, voice, chat)– inbound and outbound

• Sales – Sales customer’s products (Outbound)
• Taking orders – Restaurants, Online food ordering, Online shopping sites, Movie Tickets, Event
Tickets. Consumable items, Office Supplies.
• Billings - posting of cash/bank receipts, identification of billed orders, medical billings.
• Travel bookings – Hotels, Resorts, Airline travel reservation
• Financial Services – Banking, Loan associations, Insurance, and Mortgage companies.
• Insurance – Health plan, life plan, educational plan.
• Telecom companies – Globe, Smart, TM, Sun
Services
PROPOSED SCOPE OF WORK
2. DATA ENTRY - CUSTOMER SUPPORT

• Real Estate Data Entry (IDX system) • Medical data entry (EMR software)
• Data Entry of Surveys (SoGoSurvey, Zoho • Legal data entry
,proprofs)
• Finance and accounting data
• Online Data Entry (AutoEntry,
PhraseExpander)
entry

• Website Data Entry (AutoEntry, • Bulk order processing

PhraseExpander)
• PDF conversion / PDF data entry
• Offline Data Entry (AutoEntry,
PhraseExpander)
• Photograph data entry

• Insurance Claims Data Entry (Axxis systems) • Invoice & receipts data entry
• Catalog Data Entry (Uipath,ProntoForms) • Manual data entry
• Copy Paste Data Entry (Typing Master Pro)
• Market research data input
• Paper-based conversion / digitization
 AGENDA

o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
 PROPOSED BUSINESS MODEL
Standard Sales Model
 AGENDA

o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
 STRATEGY AND IMPLEMENTATION SUMMARY
Marketing Strategy: (using BPO / Call center)
a. Market to:
Banks, Hotels, Resorts, Loan Associations, Restaurants, Courier
Service, Insurance and Mortgage companies, Online ticket sites, Events
sites, Telecom companies.
 Sales Forecast:
Year 1 (0 to 12 months)
Design, develop and deploy-LSI BPO
Provide training (3 and 6 months programs) to 10-30 to employees
Employ trained and certified for LSI BPO / Call center

Sign 3 or 5 major projects

 AGENDA

o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
 INFRASTRUCTURE SUMMARY

The two major components for a BPO / Call-center business are:

 Call-center Physical Infrastructure
 Inbound call facilities
 Outbound call facilities
 Workstations and Server
VOIP SYSTEM

 Call-center Professionals
 BPO Manager on shift basis 1
 Call-center professionals 10 - 15
 Quality controller 1
 Back office staff (IT) 3
Marketing 3
 SYSTEM COMPARISON
(AVAYA VS. SHORETEL)

THE TOTAL COST OF OWNERSHIP (TCO) IS THE PURCHASE PRICE OF AN ASSET PLUS THE

COSTS OF OPERATION.
VOIP SYSTEM PRICING
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
DOMESTIC AND INTERNATIONAL
MARKET
 KEY TOOLS TO START A BPO

1. Business Plan
2. Business Registration & Permits, Licenses
3. Business Location
4. Team assemble
5. Choose Sub-sector
6. Training
7. Phone System (VOIP)
8. Ticketing System (Customer concerns)
9. HR Solution
10. Deployment
11. Launching
END