Free Outsourced Call Center Business Plan
For Raising Capital from Investors, Banks, or Grant Companies!
Please note that the financials
in this complete free business plan are completely fictitious and may not
match the text of the business plan below. This free business plan demonstration
purposes only. If you are interested in purchasing the completed editable MS Word
and Excel documents for this business plan, please click the button below! Also,
the text of the business plan is formatted with a fully automated
table of contents.
It should be noted that there is no special software required to use these
templates. All business plans come in Microsoft Word and Microsoft Excel format.
Each business plan features:
- Excecutive Summary
- Company and Financing Summary
- Products and Services Overview
- Strategic Analysis with current research!
- Marketing Plan
- Personnel Plan
- 3 Year Advanced Financial Plan
- Expanded Financial Plan with Monthly Financials
- FREE 30 Page Sample Private Placement Memorandum
- FREE PowerPoint Presentation for Banks, Investors,
or Grant Companies!
1.0 Executive Summary
The purpose of this business plan is to raise $200,000 for the development of an outsourced call center while showcasing the expected financials and operations over the next three years. The Outsourced Call Center, Inc. (“the Company”) is a New York based corporation that will provide call center services for medium sized businesses and large corporations in its targeted market. The Company was founded by John Doe.
1.1 Products and Services
As stated above, Outsourced Call Center, Inc. intends to develop a facility that will act in an outsourced capacity for medium sized businesses and large corporations that are seeking to trim costs by removing non-core business functions from their infrastructures. The business, through its call center, will be able to provide sales, technical, and customer service support on behalf of its clients. The customers that call the service center will not know that the client company is using an outsourced call center. Initially, the business intends to develop its first call center within the Untied States. After the business establishes its domestic operations, Mr. Doe may seek to develop a facility in a rapidly developing nation such as China or India, which have become popular locations for outsourcing non-core business functions. The third section of the business plan will further describe the services offered by the Outsourced Call Center.
1.2 The Financing
Mr. Doe is seeking to raise $200,000 from as a bank loan. The interest rate and loan agreement are to be further discussed during negotiation. This business plan assumes that the business will receive a 10 year loan with a 9% fixed interest rate.
1.3 Mission Statement
The Outsourced Call Center’s mission is to become one of the leading suppliers of outsourced call center management and business functions among its targeted demographic of medium sized businesses and large corporations.
1.4 Mangement Team
The Company was founded by John Doe. Mr. Doe has more than 10 years of experience as an entrepreneur. Through his expertise, he will be able to bring the operations of the business to profitability within its first year of operations.
1.5 Sales Forecasts
Mr. Doe expects a strong rate of growth at the start of operations. Below are the expected financials over the next three years.
1.6 Expansion Plan
The Founder expects that the business will aggressively expand during the first three years of operation. Mr. Doe intends to implement marketing campaigns that will effectively target medium sized businesses and large corporations within the target market.
2.0 Company and Financing Summary
2.1 Registered Name and Corporate Structure
Outsourced Call Center, Inc. The Company is registered as a corporation in the State of New York.
2.2 Required Funds
At this time, the Outsourced Call Center requires $200,000 of debt funds. Below is a breakdown of how these funds will be used:
2.3 Investor Equity
Mr. Doe is not seeking an investment from a third party at this time.
2.4 Management Equity
John Doe owns 100% of the Outsourced Call Center, Inc.
2.5 Exit Strategy
If the business is very successful, Mr. Doe may seek to sell the business to a third party for a significant earnings multiple. Most likely, the Company will hire a qualified business broker to sell the business on behalf of the Outsourced Call Center. Based on historical numbers, the business could fetch a sales premium of up to 4 times earnings.
3.0 Products and Services
As stated in the executive summary, the Company will provide call center solutions in an outsourced capacity for medium sized businesses and large corporations throughout the United States. With VoIP technology, the business will be able to provide off-site management of customer service issues, technical support issues, and sales support for corporate clients. Each new client will provide the Company with specific instructions on how they want their calls answered while concurrently providing information for the sales, technical support, and customer service protocols. At all times, Outsourced Call Center, Inc. will strictly adhere to the operating protocols requested by clients. The Company will bill its clients on a per hour basis (in five minute increments) for calls handled on their behalf. Based on market rates for this service, the Company will charge $15 per phone hour for outsourced call support. The business intends to have a staff of 12 to 14 people that will handle calls on behalf of clients. Additionally, the business may seek to eventually establish an outside of the US based call center to reduce personnel costs. Many countries like India, China, Vietnam, and Korea have developed entire industries regarding outsourced business solutions for US and European based companies. This would only occur after the third year of operations.
4.0 Strategic and Market Analysis
4.1 Economic Outlook
This section of the analysis will detail the economic climate, the outsourced call center and support industry, the customer profile, and the competition that the business will face as it progresses through its business operations. Currently, the economic market condition in the United States is in recession. This slowdown in the economy has also greatly impacted real estate sales, which has halted to historical lows. Many economists expect that this recession will continue until mid-2010, at which point the economy will begin a prolonged recovery period. However, outsourced call centers operate with a strong degree of economic stability as large corporations and medium sized businesses will continue to reduce their personnel and customer service expenditures by outsourcing these operations to companies like the Outsourced Call Center, Inc. This is especially true in today’s difficult economic climate.
4.2 Industry Analysis
Within the United States, there are 3,400 companies that provide outsourced call center solutions for other businesses within the United States. Each year, these businesses aggregately generate more than $12 billion of revenue while concurrently providing jobs to more than 350,000 people. In each of the last five years, annual payrolls have exceeded $6 billion. This is a relatively new and rapidly expanding industry. All businesses are continually looking for ways to reduce their personnel and operating expenditures, and there has been a tremendous trend among medium sized businesses and large corporations to outsource non-core business functions like customer services support to third party companies. As stated earlier, an additional trend within this industry is to establish operations outside of the United States, where personnel expenditures can be further reduced.
4.3 Customer Profile
In this section of the analysis, you should describe the type of customer you are seeking to acquire. These traits include income size, type of business/occupation; how far away from your business is to your customer, and what the customer is looking for. In this section, you can also put demographic information about your target market including population size, income demographics, level of education, etc.
4.4 Competitive Analysis
This is one of the sections of the business plan that you must write completely on your own. The key to writing a strong competitive analysis is that you do your research on the local competition. Find out who your competitors are by searching online directories and searching in your local Yellow Pages. If there are a number of competitors in the same industry (meaning that it is not feasible to describe each one) then showcase the number of businesses that compete with you, and why your business will provide customers with service/products that are of better quality or less expensive than your competition.
5.0 Marketing Plan
Outsourced Call Center, Inc. intends to maintain an extensive marketing campaign that will ensure maximum visibility for the business in its targeted market. Below is an overview of the marketing strategies and objectives of the business.
5.1 Marketing Objectives
• Establish relationships with consulting firms that advise large businesses on reducing personnel and overhead costs.
• Develop an online presence by developing a website and placing the Company’s name and contact information with online directories.
5.2 Marketing Strategies
Management intends on using a broad based marketing strategy that will target the medium sized businesses and corporations discussed in the previous chapter of the business plan. Outsourced Call Center, Inc. will place advertisements in industry related periodicals and trade journals as well as maintaining an extensive internet based marketing infrastructure. Among its traditional advertisements, the Company will target product distribution companies, technology product companies, and companies that maintain extensive call centers for their sales operations. Mr. Doe has begun to source advertising agencies that will place the Company’s advertisements in the appropriate journals and periodicals. The Outsourced Call Center will also develop an expansive internet based marketing platform that will showcase the services the Company, how a client can enroll in the business’ outsourced call center solution programs, and information about the Company’s Management Team. In time, this website will also feature functionality that will allow clients to see the activity and balance of their account. In order to market this website, the business will hire a search engine optimization firm that will ensure that the Outsourced Call Center’s website is properly ranked through major search engines and through pay per click marketing campaigns.
In this section, describe the pricing of your services and products. You should provide as much information as possible about your pricing as possible in this section. However, if you have hundreds of items, condense your product list categorically. This section of the business plan should not span more than 1 page.
6.0 Organizational Plan and Personnel Summary
6.1 Corporate Organization
6.2 Organizational Budget
6.3 Management Biographies
In this section of the business plan, you should write a two to four paragraph biography
about your work experience, your education, and your skill set. For each owner or
key employee, you should provide a brief biography in this section.
7.0 Financial Plan
7.1 Underlying Assumptions
• The Outsourced Call Center will have an annual revenue growth rate of 16% per year.
• The Owner will acquire $200,000 of debt funds to develop the business.
• The loan will have a 10 year term with a 9% interest rate.
7.2 Sensitivity Analysis
The Company’s revenues are mildly sensitive to changes in the general economy. Outsourcing has become a new way of doing business for many businesses, and during times of economic difficulty, the business may actually see an increase in its revenues as businesses seek to reduce overhead and personnel expenditures by outsourcing to third party companies like the Outsourced Call Center.
7.3 Source of Funds
7.4 General Assumptions
7.5 Profit and Loss Statements
7.6 Cash Flow Analysis
7.7 Balance Sheet
7.8 General Assumptions
7.9 Business Ratios
Expanded Profit and Loss Statements
Expanded Cash Flow Analysis