05 Mar Call Center Business Plan

Introduction

Vashon Solicitation Services’ mission is to provide 24 hour call center services for clients. A service that provides our clients with the greatest chance of communicating with their end customers. We provide B2B and C2C services. This includes both outbound and inbound calls. Our customer support team is well-trained and dedicated. They are capable of providing excellent services in a timely manner and at a cost-effective price.

VSS can help clients with their customer relations needs.

The Company

VSS will be a limited-liability partnership that is registered in Delaware for tax purposes. The founder of VSS is Mr. Martin Gibbs, who was formerly the telemarketing head at Medfone, Inc. He has assembled a respected group of telemarketing specialists and customer relations specialists with a combined 35 years of experience in this industry.

The company currently has only a small number of private investors. They do not plan on going public. The company’s main office is located in Gig Harbor, Washington. There are conference rooms and office space, as well as a phone centre. The company hopes to offer services by June 1, 2001.

The Services

Vashon offers many call center services including inbound and outbound calls. We provide bilingual services both in spanish or english. Our most popular services are:

• Generate sales leads
• Establish appointments
• Market research
• Surveys (including statistics analysis and surveys on politics)
• First level help desk
• Information from databases and mailing lists
• Business development
• Point-of-sale product promotion
• Invitations to Seminars and Conferences

VSS is not a telemarketing company, we do not create the marketing campaigns for our clients. Many companies want to create their own marketing campaigns, as they have experienced marketing staff with extensive contacts in the industry.

The Market

Telemarketing is an industry that is growing with companies experiencing between 6.5% to 8% annual growth. Businesses are becoming more aware that they need market information and want to decrease customer turnover rates in a difficult economy. There is a rising trend in this sector: clients are opting to outsource telemarketing functions, rather than develop such infrastructure in house. VSS sees this as a great opportunity. VSS doesn’t expect this high growth rate in the future, but long-term analyses of growth rates in this sector show a cyclical pattern.

VSS plans to enter two market segments. Because medical services professionals are very dependent on their patients, we will be working in this market. We will also work as a first-level help desk for small high-tech businesses and take on short-term projects like surveys from small clients.

Financial Considerations

Start-up assets required are shown in the tables accompanying the Start-up Summary topic. This includes expenses as well as the cash needed for operations to reach a satisfactory level of revenue. While most of the company’s liabilities are expected to come from management investment and outside private investors, we have taken out current borrowing from Bank of America Commercial Investments. The principal is due to be repaid in two years. A long-term loan through Charter Bank of Tillamook will be paid off in ten years. Viking Bank has a line on credit that we may draw upon in the event of an emergency.

The company anticipates that it will be profitable by year two. It does not expect any serious cash flow problems. The company believes that three monthly contracts will be enough to guarantee break-even within the first three year.

1.1 Keys for Success

Vashon’s key ingredients to long-term sustainability and profitability include:

• Long-term contracts should be able to provide on-call or constant monitoring.
• Maintaining close contact with clients, and building a strong long-term relationship with them, will help you generate repeat business and build a stellar reputation.

1.2 Mission

VSS’s mission is to provide 24 hour, high quality call center services that allow clients to communicate with their customers. We provide both B2B as well B2C services. This includes both outbound and internal calls. Our customer support team is well-trained and dedicated. They are capable of providing excellent services in a timely manner and at a cost-effective price.

VSS is able to provide professional service for any client, regardless of their customer relations goals.

1.3 Objectives

Vashon Solicitation Service LLC (VSS), has three-year goals

• Breakeven within two years
• At least four clients should be signed up for long-term agreements.
• Establish minimum 95% customer satisfaction rate to form long-term relationships with our clients and create word of mouth marketing.