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 msviji2020@riinc.net

https://riinc.net
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 cadre 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, 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
o Executive Summary
o Services
o Proposed Business Model
o Strategy and Implementation Summary
o Infrastructure Summary
 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 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:

 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.

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

1. Promoting several products to potential clients in its market

2. Call-center and BPO services, including Digitization of documents
business process activities
3. 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
 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:

 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
1. Identify the prospective customers all
Call-center and BPO services for
over USA.
Digitization of Documents 2. Educate the customer on the product and
convince them to buy
 EFFORTS Segregation: We see 3. Conduct Online or Onsite demos
two scope of functions that 4. Negotiate and close the deals
need to be performed to fulfill BPO Activities
the activity for selling the
1. Receive the PO
concept of “Digitization of
2. Process the PO
Documents”.
3. Follow-up on Delivery Status
4. Follow-up on Installation and Testing
5. First level help desk - Assistance (sales)
6. First level help desk - Assistance
(Technical)
7. 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

 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
Services

Proposed scope of work

Detailed Scope of work (Proposed): Call Center Activities
 EFFORTS Segregation: Two 1. Identify the prospective customers all
functions to be performed to fulfill over USA.
the activity for marketing the 2. Educate the customer on the product for
following Products: an informed decision to buy
3. Conduct Online or Onsite demos
1. Tele-education
4. Negotiate and close the deals
2. e-Governance
BPO Activities
3. Tele K-Presence
4. Virtual-Medix 1. Receive the PO
5. Tele-Medicine 2. Process the PO
3. Follow-up on Delivery Status
4. Follow-up on Installation and Testing
5. First level help desk - Assistance (sales)
6. First level help desk - Assistance
(Technical)
7. Reporting as per the agreed norms
 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

o Marketing Strategy
o Training & Certification Program
o Sales Strategy
o Sales Forecast
 Strategy and Implementation Summary
 Marketing Strategy: (using RURAL BPO / Call center)
a. Market to individuals (> 6,000 in our database):
 Digitization, storage, retrieval of records
 Disaster Recovery Solution
 Private (Medical / Legal / Financial / Accounting / Personal) Records
 Expand the database to reach more potential customers
b. Market to small, mid and large scale businesses, corporates and industries:
 Market and promote Data Management services, ERP, BPM, CRM, etc.
 Tele-Ed, Tele-Conference, Tele-Knowledge, etc.
 Market private, public and hybrid cloud computing services
c. PURA Enterprise:
 Contact embassies, consulates and international non-profits
 PURA-KY, PURA-Kenya and others in the preliminary design phase
 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
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 successful BPO / Call-center business are:
 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 1
 Call-center professionals 10 - 15
 Quality controller 1
 Back office staff 2