business plan, business, Call Center, Call Center Business Plan

1. Bangladesh is full of resources ………………..
Resources
Resources

3. To use our human resources we are going to start our

5. II did this presentation in 2007
when I was in 3rd semester of
my BBA program .
Md. Muzahidul Islam
+8801818534962
muzahid41@gmail.com
Now I am with GMG Airlines Ltd. In Commercial Department.

6. The Presentation is on
Business Plan

7. Call Center
A call center is a physical
place where customer and
other telephone calls are
handled by an
organization, usually with
some amount of computer
automation.

8. Where is Pacific Call Center?
Pacific call center
House No. 34, Road No. 27/A, Dhanmondi, Dhaka- 1209.

9. Operational diagram of Pacific call center

10. Market Analysis
What is/will be the service's demand
Total world market is $ 65 billion
Bangladesh can capture now Tk.650000000
Projection of 4 years market in Bangladesh :
660000000+
1st year(2009)
690000000+
Tk. Million
2nd year(2010)
695000000+
3rd year(2011)
705000000+
4th year(2012)
Year

11. Company’s skill & Uniqueness
1.Employees will be trained
by our own training center
2. Skill labor force
3. Best technology will be used
4. Medical facilities for employee

12. Strength
• Price of the service is low
• Skill engineers are always on feet
• 100% security of data
• Quality service
• Dynamic strategy.

13. Opportunities
1. Huge Labor Force
2. Cheap Labor Cost
3. Cheap Office Rent
4. Low Electricity Bill

14. Problems & obstacle
1. Costly IPLC Connection
2. Load shading
3. No Financial Support (bank support)
4. Less amount of skill employee
5. Unskilled management
6. Bangladesh is not a brand name
7. Unskilled marketing
8. Complicated government administration
9. Political crisis
10. Small amount of information supplied by
government.

15. Segmented Targeted market:
Pacific Call Center mainly target US, UK & Australian big companies to
provide them customer care support.
We mainly target Telecommunication sector, Medical Center, Law firm &
Large manufacturing firms.

16. Customers
Customers are coming from USA, UK, Australia.
Those are service based and manufacturing company.
Microsoft Corporation
Voda phone
USA
UK Bangladesh
Australia
Sydney Medical Center

17. Competitors:
Mainly there is no competitors in Bangladesh.
Bangladesh
Philippine
Vietnam
India
But as country
India, Philippine, Vietna
m etc. are our
competitors.

18. Competitors strength

19. Competitors strength
1. Experience
2. Well infrastructure
3. Skill labor force
4. Permanent buyer
5. New technology

20. Competitors weakness
1.High salary
2.High Office rent
3.High electricity bill

21. 3. Marketing Strategy
 Management of Pacific Call Center
believe that providing quality service
is the first work to reach their target.
 Marketing department always
communicate with the company
management & with the customer
to know their comments.

22. Our target to capture market
528885000
2009 151110000
377775000
2010 226665000
226665000
2011 377775000
151110000
2012 528885000
09 10 11 12

23. Advertising-
>>> We are giving our advertisement through
internet, magazines & business newspaper.

24. Specific Sales Strategy
Pacific Call Center will set some agent
to US, UK, Australia to make new buyers.
During the first twelve months, both the
chief executive officer and vice president of
marketing will play key roles in establishing
contact with target customers.
We will provide some discount to the
company who will want to
Join with us within six months.

25. In which Stage the Company
is
Idea
Generation
Idea
Screening
Concept
Development
and testing
Marketing
strategy
development
Business
analysis
service
Development
Test
Marketing
Commercialization

26. 4. Services-
1. Order taking Services
2. Answering Services:
3. Information Supply
4. Appointment Settings
5. Mail receiving services
6. Market Survey::
• Customer Satisfaction
• Market Research
• Employee
• Question Pro Research.

27. 7. Data entry services
8. Content development services
9. Document Scanning & Sorting
10. Web search services

28. Future services
1. Database creation
2. Collection Services:
• Data collection debtors
• Debt Recovery services
3.B2B Telemarketing services
4. Data capture services
5. B2C Telemarketing services
6. Web site promotion services

29. International Private Leased Circuit
Automatic Call Distributor
Interactive Voice Response
Computer Telephone Integration
Customer Service Officer

30. How it will work?

31. Key personnel
Md. Muzahidul Islam, 23,
Chairman and Chief Executive Officer
Md. Safat Salehin , 23,
Vice President, Marketing
Fazlul Munim Chowdhury , 23,
Vice President, Engineering
Md. Saidul Islam, 23,
Director of Operation
S.M.M.A. Muhut, 23,
Controller

32. Capacity & future plan
Pacific call center will start it’s operation with 50 sits within 2009.
We will increase our sit capacity up to 175 within 2012 set by step.
175
125
75
50
2009 2010 2011 2012

33. In which position we want to reach
>>>Still we are not
starting our operation
but we are working to
capture leading
position.

34. Registration
To get license we had to do these works:
1. Filling registration form & submit Tk. 5000
2. Submit diagram
3. Tax Identification Number summation
which is collected from National Revenue Board (NRB)
4. Trade license

35. ACT
>>>We get our license as per Amendment
No. 1 of 2007 of the BTRC licensing
procedure regulations, 2004 .

36. Ownership
Md. Muzahidul Md. Safat S.M.M.A. Md. Saidul Fozlul Munim
islam Salahin Muhit Islam Chowdhury
Capital Ratio
1 : 1 : 1 : 1 : 1

37. Organization chart
HR
&
Admin
Health Care Operation
Pacific
Call Center
Accounting
& Marketing
Finance

38. HR & Admin Department
HR & Admin Manager
Training Manager
General Service Manager

39. Operation Department
Operation Director
Senior Engineer
Junior Engineer
Super visor
Call Operator

40. Marketing Department
Marketing Director
Marketing Manager
Marketing Agent

41. Accounting & Finance Department
Finance & Control Director
Legal & Vat manager
Manager - Financial Accounting

42. Health care department
Doctor
Nurse

43. HR Recruitment strategy
We are mainly recruiting University students to our call center operator
They should complete at least 2 years of their study
Employees have to be assigned at lest for 3 years

44. Salary
Call center Operator $1.5 per hour

45. Financial
Our total investment is Tk.20,000,000
.
Individual investment:
Md. Muzahidul
islam 4,000,000
Md. Safat
Salahin 4,000,000
Md. Saidul
Islam 4,000,000
S.M.M.A.
Muhit 4,000,000
Fozlul Munim
Chowdhury 4,000,000

46. Use of fund
For IPLC line Tk. 5600000
Computer Tk. 1750000
Furniture Tk. 250000
Decoration Tk. 500000
Registration Tk. 5000
Electricity line &
Tk. 100000
accessories
Cash on hand Tk. 6795000

47. Pacific Call Center
In come statement
4 Years projection
Particulars TK. TK. TK. TK.
(Year2009) (Year2010) (Year2011) (Year2012)
Sales 151110000 226665000 377775000 528885000
Less (Expenses):
Salaries 45333000 67999500 113332500 158665500
Doctors remuneration 240000 240000 240000 240000
House rent 270000 270000 270000 270000
IPLC bill 1200000 1200000 1200000 1200000
Telephone bill 100000 120000 150000 200000
Electricity bill 150000 200000 250000 300000
Water bill 50000 80000 100000 100000
Gas bill 4800 4800 4800 4800
Insurance 200000 300000 500000 800000
Installation expense 50000 25000 50000 25000
Repairing cost ----- 30000 50000 80000
Transportation cost 270000 270000 280000 290000
Stationeries 20000 30000 40000 50000
Entertainment expense 30000 50000 70000 100000
Gross margin 103192200 155845700 261237700 366559700
Less:
Selling and admin. Expense 1500000 1800000 2500000 3000000
Earning before tax 101692200 154045700 258737700 363559700
Less: Tax ------ ------ 12936885 18177985
Net income 101692200 154045700 245800815 345381715

48. Net Income
350000000
300000000
250000000
200000000
150000000 Net Income
100000000
50000000
0

49. Prevent upcoming dangers of declining net income
PLC
Sales & profit
New Service
2008 2009 2010 2011 2012 2013
Time line