BUSINESS MODEL

“CUSTOMER SERVICE: CALL

ON DUTY”

Group 1 | BSBA-3/BLK-2 |
December 02, 2021
1. Business Concept

MISSION STATEMENT

It is the mission of Call on Duty 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 (Business to Business) and B2C (Business to Customer) Services including both inbound and
outbound calls. We have a dedicated and well-trained customer support specialist who are able to
consistently provide excellent services delivered in a timely and cost-effective manner with their needs
with regards to Structural Building Materials used for Construction.

KEY VALUES TO THE BUSINESS

-The Key Values we would like to bring is to maintain Integrity, Loyalty and Accountability to our clients
and build Trust, Honesty and Respect towards our client and employees. From our customers view
point, we want to build loyalty and trust and establish commitment to our dead valued customer.

KEY OBJECTIVES

• Our Goal is to quantify our sales leads, taking orders, responding to ad inquiries, market
research, or general information requests, Call on Duty has the people with the expertise to
professionally service your needs.
• Call On Duty to long-term survivability and profitability are:
• Create long-term contracts that demand constant monitoring or on-call services.
• 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.

KEY GOALS

The three-year goals for CALL ON DUTY are:

1.Achieve break-even by year two.
2.Establish long-term contracts with at least Five clients.
3.Establish minimum 95% customer satisfaction rate to form long-term relationships
with our clients and create word of mouth marketing.

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2. The Value Proposition

Based on industry research, why is this an opportunity?

Delivering of service could have certain strengths and opportunity to build more customer loyalty.
Call on Duty gives an opportunity of making things easy for customer to avail emergency help in
things and service they needed. Somethings are needed to be fixed twice and some assistances are
not only needed once. So, when customer required the service of the same company we call on or
the person we send to them, the customer behavior only state that they have assurance and have
gain loyalty to the service. Sometimes sticking with the same company/person/professionals who
gives service gives them assurance and customer most likely don’t like to explore more.

What are the macro trends that support this opportunity?

According to Zendesk’s (an American company headquartered in San Francisco, California. It

provides software-as-a-service products related to customer support, sales, and other customer
communications) in 2021 Customer Experience Trends Report, customers care most about:

1. Quick resolutions

2. Helpful and empathetic agents

3. 24/7 support

4. Being able to use preferred channels

5. Proactive support

77% of customers say they're more loyal to businesses that offer top-notch service. Thus, this model
strives to provide the best option and fast delivery of services needed as possible. These days they
want more from their interactions with support agents. In fact, empathy, the biggest growth area,
now matters just as much as a team that's available around the clock.

Customer service trends 2021 (https://www.zendesk.com/blog/customer-service-trends/)

After a volatile year, one thing is certain: customer service matters more than ever before. Here are
the seven customer service trends that are helping companies up their support game through 2021
and beyond:

✓ Customer service becomes the brand

✓ Speed up your digital timeline
✓ Customers expect companies to lead with their values
✓ The rise of messaging
✓ Automation improves experiences for customers and agents
✓ Emphasis on agility
✓ The data transparency advantage

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 What are the more focused localized trends that tie into industry trends above?

Customers expect companies to lead with their values

As a global pandemic transformed the way we live, collaborate, and connect, economic and social
disruptions also forced customers to reexamine their values, and what they expect from the
companies they do business with. It’s not enough for companies to simply provide fast, convenient
service. Now, more than ever before, companies must connect with their customers on the issues
they care about:
✓ 63% of customers want to buy from socially responsible companies
✓ 54% want to buy from companies that prioritize diversity, equity, and inclusion in their
communities and workplaces
✓ 49% want to talk to an empathetic customer service agent
Thus, this model supports the macro trends in customer service. By taking the time to better
understand the customers, the company will get a better sense of the issues that matter most to
them. COD will ensure that the clients will feel valued by providing helpful, comprehensive and
personable service to them.

What "pain" in the market does the business address?

This model might be confusing for the start, some might think it’s just similar to any business that
offers delivery or this is just another call center that will be launch in the market. Today, many
businesses have already indulged in delivery as part of their company/business function, but as we
say, this model offers deliveries of services instead of product. But see to it that today, the world has
come to technology based. Companies might be same in some way but for instance, a company
couldn’t have proper IT department, the system/website would likely to crash from time to time
unable to take the customer purchase. Companies/ business need to adapt and evolve constantly as
the world continuous its rotation. Without a proper research and development, the business would
likely to fail and fall behind its step to the next level.

So, with that saying, there are various of hindrance our business model will encounter as its
competitors could be highly advance in any aspects and we are just starting to the bottom. There
could be more problem not just the advantage or not being likely to keep up with the other
business, but like having pain points in financial, productivity, process and support.
But being able to view the business pain points in these categories, it allows us to start thinking
about how to position the company or service as a solution to the prospects’ problems, and what is
needed to keep them happy.

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3. Target Market (1 page max)

Who are they?

Call on Duty tends to help those clients who are unbale to do such hard work on such
specific situation. The objective of our model is to supply all types of services that every
individual in the country requires, which implies that our model can help all people in the
country who require expertise that they cannot provide themselves. The purpose of this concept
was to supply the individuals serving with everything they needed at any given time. The
employee families and other individuals who have a trouble completing such hard work were
the most prominent targets of this concept.

Why are they your target?

Every customer's target and potential who is unable to complete such difficult tasks is
taken by Call on Duty. With this model, all group of ages was targeted.
This model will contain technology when it comes to requesting services, or they can call by
phone and be guided by our call center professionals. This model can reach customers in any
region of the country anytime they require assistance.

What are the key attributes that drive their decision to purchase to our services?
One of the aspects of this model's scope is for individuals who are in an emergency
situation. Like doing things that they are not capable of.

Who are your main competitors and how well do they address customer preferences above?
Call on duty may be a difficult model to arrange and give timely services, but that will be
our advantage when it comes to having a competition, but for the time being, we are just having
this type of model. This concept can be handy for any type of person at any moment because
they are able to effortlessly make things happen with us.

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4. The Communication and Distribution Channels (1 page max)

COD will have an indirect channel of distribution where the companies will work with one or more
distribution partners or intermediaries to services to customers. We may not directly profit from the
sale of services, but we can be powerful intermediaries all the same, influencing clients to buy or
purchase the service. COD is an intermediary partner that will serve as a connection between a
company and its customers.

Where do your customer get their information to make a purchase decision?

Digital technology has altered the concept of distribution on many levels. Customers can now access
media content products like movies, music, television shows, books and audiobooks, magazines, and
newspapers in seconds via digital distribution.

What form do they prefer this information in?

How do they want you to get the product or service to them?

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5. The Relationships Established with Clients

How important is customer service in the business?

Customer service may seem like a straightforward aspect of any business, but many complex decisions
go into how a company provides customer service to its customer. Customer service interactions offer a
great way to maintain communication with customers and build lasting business relationships.

To create a long-lasting client relationship, COD will establish the following:

• An open, consistent lines of communication with the client. Offer them multiple ways to get in
touch with the business, such as a cell phone number, office phone number and email address.
• Establish regular communication to assess the project and answer any questions. COD are
available to speak with the clients to show them that we care about our customer.

Customer service is hugely important in the business because it provides an opportunity for customers
to give feedback and ask questions about purchases, they make. This only means that customer service
interactions are typically more personal and offering effective customer service can help customer feel
appreciated and might prompt them to return to the business and make more purchases of service in
the future.

Do we need to deal with each customer on a personal basis?

Our client may have requests or suggestions for the service. COD well do what it can to incorporate the
client's needs and wants into the process. Accommodate their needs to the best ability, and remain
open-minded when fielding their suggestions and wishes.

COD recommend the following guidelines on how to deal on each customer:

• Regularly get in contact with the clients to make sure the company is meeting their needs.
• Offer support or assistance if they call for it and continue to check-in, even if they have
everything they need.
• Ask the clients for feedback throughout the transactional process. See if there are ways we can
improve communication, processes or procedures for future interactions.

Do they just want us to get them the product and leave them alone?

We are responsible for providing certain information and deliverables to our client, and they are
responsible for the same. We assure to set up clear lines of communication to maximize accountability.

Our client's time is valuable, as is our own. Set clear, consistent timelines for meetings, deliverables and
other project elements. Communicate if timelines will change.

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6. The revenue streams

What generates revenues for the business?

When it comes to providing various types of services, call on duty appears to be difficult. When a
customer requests services, we are not the one who provide the services; instead, we are the ones who
call another company to provide those services to the client, we can generate some sort of percentage
for each service they provide.

What will pricing strategies would be?

This is a primary pricing approach that involves high price points based on the services provided to the
client.

What is our pricing structure?

Our pricing structure is determined by the service that will be offered; If the service will take too long
and require the use of instruments to perform such difficult job for the customer, our pricing structure
will be determined by the amount of time that we spend with each client.

Our worth in comparison to competitors is great because of the services that we provide; we are the
ones who take on the challenges that the client will require in order to make their work as simple as
possible. And we can guarantee that every service we provide is priced reasonably when it comes to
payment.

Call on Duty can provide you with services that will save you time and effort in any situation. We prefer
to assist clients who are unfamiliar with such work. We guarantee that every service is fair and
worthwhile at all times.

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7. The Key Resources and Activities Needed to Make the Business Model Possible (2

page max)

• Resources

1. People/Staff/Employee
COD is vital to focus on having a good personnel team to handle business operations. Estimated
cost for staffing depends on the number of employees the organization will hire to work. But for a start-
up, the basic staff are the only one needed:
The COD intends to hire the following staff to enable the business carry out its operations.
• Call Center Manager
• Operations Manager
• Two Marketing Executives
• Five Customer Service Representatives
• Successful candidates will undergo intensive training to understand procedures and
expectations.
Average Staff Salaries
COD plans to pay its staff the following salaries in the first three years of operations.
Personnel Plan
Year 1 Year 2 Year 3
Manager 50,000 55,000 60,000
Cashier 30,000 35,000 40,000
Administrator 28,000 34,000 38,000
1 Sales and Marketing Executive 30,000 35,000 40,000
5 Customer Care Representatives 90,000 105,000 120,000
Cleaner 20,000 25,000 30,000
Assitant Manager 40,000 45,000 50,000
Total Salaries 288,000 333,000 378,000
(Note: This is in the dollar form.)
In case in the future of company/business growth, adding more people is necessary.

2. Equipment
Most likely to be needed to establish the business are the following common equipment in a call
center are:

• Desktop/Laptop/Telephone
• USB Headset
• Data Handler
• Call Recording Software
• Predictive Dialer
• ACD Software

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For the start-up, the only equipment needed are; Telephone/Laptop (since we only need an equipment
for the customer and employee to reach and contact each other for the services)

3. Start Up Inventory.

Start-up Expenses
Legal 200 000
Consultants 150 000
Insurance 755 000
Rent 500 000
Research and Development 400 000
Expensed Equipment 1 500 000
Signs 50 000
TOTAL START-UP EXPENSES 3 055 000
Start-up Assets 0
Cash Required 4 000 000
Start-up Inventory 1 250 000
Other Current Assets 1 500 000
Long-term Assets 400 000
TOTAL ASSETS 1 250 000
Total Requirements 1 000 000
START-UP FUNDING 0
START-UP FUNDING 5 000 000
Start-up Expenses to Fund 1 500 000
Start-up Assets to Fund 1 610 000
TOTAL FUNDING REQUIRED 0
Assets 1, 000 000
Non-cash Assets from Start-up 750 000
Cash Requirements from Start-up 0
Additional Cash Raised 3 000 000
Cash Balance on Starting Date 1 000 000
TOTAL ASSETS 5 000 000
Liabilities and Capital 0
Liabilities 0
Current Borrowing 0
Long-term Liabilities 0
Accounts Payable (Outstanding Bills) 0
Other Current Liabilities (interest-free) 0
TOTAL LIABILITIES 0
Capital 0
Planned Investment 0
Investor 1 1 000 000
Investor 2 755 000

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 Other 0
Additional Investment Requirement 0
TOTAL PLANNED INVESTMENT 1 755 000
Loss at Start-up (Start-up Expenses) 2 750 000
TOTAL CAPITAL 995 000
TOTAL CAPITAL AND LIABILITIES 2 000 000
Total Funding 2 995 000

4. Physical space
- Building (Lease agreement could cost for 500-1k, per square foot
- Workstation (it could cost for 60-70k with right furniture’s, cables and other
equipment)

6. Suppliers
The suppliers are more like a business partner to us. Since, we do not produce a
product we don’t need manufacturing company or a wholesaler. Suppliers are the business or
department we call on for their service, or any individual/ professional person who perform or
execute the service.

• Activities
What are the "must do's" to get this ready to launch?
Research & Development. This is required to liaise with all other functions of the company
whether it be production, marketing or sales. Its typical function to the business is:
• New Service Research: Before a new customer service can be produced, it must first go through
the research and development department which will explore what the design of the service
should be, the expected production costs and how long it will take to launch the service. It also
looks into how much customers want or need the service.
• New Service Development: the research phase naturally leads to the service being developed
due to the results achieved from the research phase.
• Existing Customer Service Updates: This activity looks into existing customer service to see if
they require an upgrade based on evolving consumer needs or new entrants into the service
provided category in the market.
• Customer Service Checks: Companies can ask the research departments to conduct quality
checks or they may require the department to collaborate with the Quality Assurance team of
the service and are ideal for evaluating whether all service is up to the quality standards set by
the company.
• Innovation: This department must be responsible for keeping an eye on innovations and new
trends within the industry and ensuring that their service stays abreast of these trends.

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 Manage Production
Production management consists of a number of activities which are outlined below;
• Selection of service and design: the first step is to select the right service and the right design
for the service.
• Selection of Service Process: this stage consists of deciding what service process the
organization will be using including the right technology, machines, inventory management
system, etc.
• Selecting Right Production Capacity: The production management must have full knowledge
of the expected demand for the service and set the production capacity accordingly, since
either a dearth or a surplus of the service may lead to problems for the company. Break-even
analysis is the most popular tool used by production managers to predict capacity.
• Production Planning: The production manager must decide on the routing and scheduling of
the service. Routing is aimed at creating a smooth flow of work by discovering the easiest and
most economical flow of work. Scheduling, on the other hand, refers to the timing of activities
by mentioning a start and end time for each.
• Quality and Cost Control: The production manager to not only ensure that he is continuously
improving the quality of the service but also to reduce costs so their service can remain
competitive in the market in terms of price.
• Inventory Control: Inventory Control is fundamental to a production driven business because
it prevents overstocking or understocking. Overstocking means the company will be spending
more money on materials that will ultimately go to waste. Understocking will affect
production and result in late deliveries.

What are the "must do's" to get the first customer?

1. Recognize a new customer. Before you can provide a new customer with an exceptional
experience, you have to identify them as new. This can (and should) be relatively simple and
straightforward. An effective greeting by a host, salesperson, or server. Likewise, if a salesperson
receives a call about the availability of a certain item, the salesperson can ask the same question.
If the time to ask this question has passed, seek non-verbal cues: Is the customer paying especially close
attention to scenery or the menu? Are they viewing a product for an unusually long time? Is there a
puzzled look on their face or are they pointing things out to their fellow guests? Do they have multiple
questions? The earlier you recognize a new customer, the sooner you can seize control and take steps to
ensure their experience is exceptional.

2. Put your best foot forward. Once you’ve identified a new customer, ensure you put your best
foot forward. This means taking early action by assigning a quality salesperson or server to the new
customer, and where available, oversight by a floor manager. This may mean arranging for a salesperson
with broad knowledge of your offerings to assist a first-time customer and treat them with extra
attention. If the customer inquiries about a specific item, assure them that your resident expert on that
item is available to assist. A customer will happily wait a reasonable amount of time for the expert if
they are busy, and will appreciate the special attention if delivered honestly and in a straightforward
manner.

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 3. Put your best product front and center. Along with providing a more positive experience,
ensuring a customer experiences your best product firsthand also increases the likelihood of a personal
recommendation to their friends and family, which is the most effective form of advertising.

4. Educate with differentiating, positive details. You know why your product or service is
superior or distinguishable to competitors, but does your customer? If they are a first-time customer,
they probably don’t. Highlight positive elements of your offering to draw their attention to it. Giving
your customer a piece of information that differentiates you from the competition gives them
something positive to focus on, and the cost is only a few seconds of your time. It is a simple, effective
device to enhance a first-time customer’s experience and ensure your strongest assets do not go
overlooked.

5. Plant a seed to ensure future customer interactions. Once you’ve ensured a first-time
customer has an exceptional experience, plant a seed with that customer for a second interaction.
Planting a seed is more involved and requires follow-up, but it’s an effective tool in creating a trusting
relationship between an establishment and a customer. You can plant a seed to ensure a second
interaction with your customer in various ways, but common threads are assertiveness and persistence.
Customers appreciate when a business is straightforward about their intentions.

What are the "must do's" to keep customers coming in the door and to keep
them from leaving us?
1. Embrace the changing expectations of your customer: This one I’ve touted every year. The
customer expects more than ever. They no longer compare you to just your competitors. They
compare you to any company they like doing business with. So, be prepared to keep up.
2. Personalize the experience: The concept of personalization has been around for a long time.
Make recommendations that are specific to each customer. Whether you invest in sophisticated
software that tracks and analyzes customer data, or you simply remember them when they walk
through your doors, recognize your customers want and expect you to give them a personalized
experience.
3. React quickly, especially on social media: When a customer needs support or a question
answered and they email it to you, they don’t want to wait two days to get a response. They
don’t want to call and be put on hold for an hour. They want a resolution now. If you don’t
already offer good self-service solutions that will get customers their answers immediately, at
least be able to respond to them in a reasonable amount of time, not hours or days.
4. Don’t let technology pass you by: Invest in the right technology to drive a better customer
experience. High cost is no longer an excuse. Many software solutions have come so far down in
cost that even the smallest businesses can afford them. Stay up-to-date with the solutions
available to you that can help drive a better customer experience.
5. Be more convenient than you’ve ever been before: If you want to separate yourself from your
competition, be more convenient. How easy are you to do business with? It could be extended
business hours, more locations, or an easy-to-use website. The company that makes it easier and
more convenient for the customer wins.

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 What are the "must do's" to support growth?
Marketing
The Marketing department is responsible for the growth of the company by getting word of the
company’s existence and the value it provides to its customers. The functions of the marketing
department are explained below;

• Market Research: The Marketing department must have full knowledge of the market the
company is operating in including the strengths and weaknesses of the service provided according
to the customer, potential competitors in the market to whom the company may lose market
share or weaker competitors from whom company can get market share.
• Service Development: Identifying possible gap areas in the market for which the company can
develop a service to address an unmet need. They are the ones with their fingers on the customer
pulse and are a source of insight into consumer needs and feelings. Once a new service is
developed, the marketing team is also involved in creating the price.
• Communications: The marketing team is responsible for all communication to go out in the market
regarding the service. The nature of this communication varies from press releases to online
service reviews, advertisements, e-mails, etc.
• Sales Support: Marketing also works closely with the Sales team by providing them with customer
leads, as well as promotional service for potential customers.
• Events: Marketing is also responsible for organizing and executing events such as seminars,
product launches, exhibitions, etc. they will typically call key or prospective customers to such
events as well.

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8. Key Stakeholders (1 page max)

• Who are your most critical stakeholders and what will get them to work with you?

The key stakeholders wherein the most critical language assessment outcomes are typically HR
personnel, communications trainers, client account managers, team leaders, and quality assurance
personnel. Between them, we decide who will be hired and which accounts they go to, what they are
trained for and how they are measured for training success; and who gets coached and how judgments
are arrived at for quality success. At all stages, of course, the COD’s and applicants for COD positions are
also stakeholders. Call on Duty (COD) developed our screening tests without help from experts. We use
private language centers which offer language tests via telephone calls. Whether it is appropriate or not,
it is always mandated by the customer assistant representative.

Customers, suppliers, investors, employees, among others, are committed to the survival of the company
and have a relationship of interdependence between the stakeholders. People will work for you when
you let them know they’re being heard. It sounds simple enough, but it’s something many leaders don’t
bother to do. Deliver praise and appreciation often. Everyone wants to be appreciated and recognized
for their efforts, but when things get frantic—as they often do—leaders too often forget the power of
simple encouraging people to wellness and health by supporting positive steps in areas like exercise, diet,
and meditation will create a lot of happiness.

Engage in meaningful dialogue. It’s important to engage in meaningful conversations—not only about
work but also about deeper issues and what’s going on in people’s lives. Refrain from
micromanaging. Employees who feel trusted and supported, without being hovered over, are more
relaxed and confident in the work they do. And finally, Prioritize work-life balance. It is important that
people understand you value them as a person.

Many sale funnels are designed in a way that customers in a way that customers just drop out the
bottom as an afterthought once the sale is made. This means that many companies overlook the
importance of serving their customers well. As result companies with high priorities on the customers
are often linked to a customer service company in which the services, they provide are well suited to the
company. Some examples of this are logistics companies, manufacturing companies, etc. these types of
companies require top-quality customer service assurance, as they need to have establish a successful
transaction to their customer.

One of our companies’ partners is the LBC Logistic Company. This kind of Logistic customers service
company is specific to logistics operations including fulfilment, speed, quality, and cost. The term
fulfilment process has been described as the entire process of filling the customer’s order and fulfilling
their needs.

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9. The cost structure (1 page max)

When we say cost structure it means the type and relative proportions of fix and variable cost incurred
by the business. The concept can be smaller units such as by product. Service, customer, product line
Division or geographic region. In Cost Structure in employed means to fix prices if you are using a cost-
based pricing strategy. In a call of duty business, it depends areas in which cost can be reduced or at
least have better control.

In a call of duty, it is important to known the overhead expenses that cost on the income statement like
accounting fees, advertising, insurance, interest, legal fees, labor burden, rent supplies, taxes telephone
bills, travel expenditures and utilities.

We also need to know the sales commission, product cost, cost of labor and raw materials used in
manufacturing.

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