Proposed Business Plan for establishing a BPO - CALL CENTER atPURA Prepared by: Resources International, Inc. 895 Edgewater Drive Lexington KY 40502-3159.

Proposed Business PlanProposed Business Plan

for establishing afor establishing a

BPO - CALL CENTER BPO - CALL CENTER at at

PURAPURA

Prepared by:

Resources International, Inc.895 Edgewater Drive

Lexington KY 40502-3159 USA

Ph: 859 – 268 212 Fax: 859 -268 8076 [email protected]

https://riinc.net

MISSION & ObjectivesMISSION & ObjectivesMISSIONMISSION

Provide our clients with top quality call center services 24 hours-a-day to provide the 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 greatest chance of communicating with end customers - B2B and B2C services including both inbound and outbound calls. including both inbound and outbound calls.

Provide dedicated and well trained cadre of Customer Support Specialists who Provide dedicated and well trained cadre of Customer Support Specialists who consistently provide excellent services, in a timely and cost-effective manner.consistently provide excellent services, in a timely and cost-effective manner.

Meet the client's Customer Relations goals: quantifying sales leads, taking orders, Meet the client's Customer Relations goals: quantifying sales leads, taking orders, responding to ad inquiries, market research, or general information requests, to responding to ad inquiries, market research, or general information requests, to professionally service their needs.professionally service their needs.

OBJECTIVESOBJECTIVES

The three year goals:The three year goals: Achieve break-even by year three. Achieve break-even by year three. Establish long-term contracts with at least four clients. Establish long-term contracts with at least four clients. Establish minimum 95% customer satisfaction rate to form long-term relationships Establish minimum 95% customer satisfaction rate to form long-term relationships

with our clients and create word of mouth marketing.with our clients and create word of mouth marketing.

Executive Summary Executive Summary

AGENDAAGENDA

o Executive SummaryExecutive Summaryo ServicesServiceso Proposed Business ModelProposed Business Modelo Strategy and Implementation SummaryStrategy and Implementation Summaryo Infrastructure SummaryInfrastructure Summary

Executive SummaryExecutive Summary

o IntroductionIntroductiono The CompanyThe Companyo The ServicesThe Serviceso The MarketThe Market

o Keys to successKeys to successo MissionMissiono ObjectivesObjectives

IntroductionIntroductionThe ServicesThe Services

The PURA-KY BPO – Call Center shall offer a wide range of services, both inbound and 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 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 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:Activities. The most common needs that PURA-KY can fulfill are:

Generate sales leads Generate sales leads Set appointments Set appointments Market research Market research Surveys (including statistical analysis and political surveys) Surveys (including statistical analysis and political surveys) First level help desk First level help desk Database or mailing list information Database or mailing list information Business development Business development Point-of-sale product promotion Point-of-sale product promotion Seminar and conference invitationsSeminar and conference invitations Business Process ActivitiesBusiness Process Activities

Executive SummaryExecutive Summary

BPO - propositionBPO - proposition

Financial ConsiderationsFinancial Considerations

Start-up needs are shown in the tables accompanying the Start-up needs are shown in the tables accompanying the Infrastructure Summary. This includes expenses and the cash Infrastructure Summary. This includes expenses and the cash needed to support operations. needed to support operations.

The company expects to reach profitability in year three. We The company expects to reach profitability in year three. We conservatively believe that during the first three years, three conservatively believe that during the first three years, three running major contracts will guarantee a break-even point.running major contracts will guarantee a break-even point.

Executive SummaryExecutive Summary

Keys to SuccessKeys to Success

Business Services: Business Services: Keys to long-term survivability and profitability:Keys to long-term survivability and profitability:

Create long-term contracts that demand constant monitoring or Create long-term contracts that demand constant monitoring or on-call serviceson-call services

Establish a comprehensive service experience for our clients Establish a comprehensive service experience for our clients including consultation, progress reports and feedback including consultation, progress reports and feedback

Keep close contact with clients Keep close contact with clients Establish a well-functioning long-term relationshipEstablish a well-functioning long-term relationship Generate repeat business Generate repeat business Obtain a top notch reputation Obtain a top notch reputation

Executive Summary | IntroductionExecutive Summary | Introduction

AGENDAAGENDA

o Executive SummaryExecutive Summaryo ServicesServiceso Proposed Business ModelProposed Business Modelo Strategy and Implementation SummaryStrategy and Implementation Summaryo Infrastructure SummaryInfrastructure Summary

Proposed scope of work Proposed scope of work Detailed Scope of Work:Detailed Scope of Work:

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

1.1. Promoting several products to potential clients in its marketPromoting several products to potential clients in its market2.2. Call-center and BPO services, including Digitization of documents Call-center and BPO services, including Digitization of documents

business process activitiesbusiness process activities3.3. Call-center and BPO services for Tele-Education, e-Governance, Tele-K Call-center and BPO services for Tele-Education, e-Governance, Tele-K

Presence, Virtual-Medix, Smart ERP, BPM, CRM, SRM, VRM, Medical Presence, Virtual-Medix, Smart ERP, BPM, CRM, SRM, VRM, Medical Transcription, Tele-Marketing, Data Management, Bookkeeping, Transcription, Tele-Marketing, Data Management, Bookkeeping, Accounting, Web design- development-maintenance, and several other Accounting, Web design- development-maintenance, and several other business activities. business activities.

ServicesServices

Proposed scope of workProposed scope of workCall-center and BPO services for EMR, Digitization of Documents Call-center and BPO services for EMR, Digitization of Documents

Digitization of existing documents in a format the customer wants Digitization of existing documents in a format the customer wants Storage and archival services in an off-site serverStorage and archival services in an off-site server

Targeted sectors: Targeted sectors: Health care, Legal, Accounting, Judicial sectors.Health care, Legal, Accounting, Judicial sectors.

Potential clients: Potential clients: Doctors, Clinics, Hospitals, Diagnostic centers, Imaging Doctors, Clinics, Hospitals, Diagnostic centers, Imaging centers, Attorney offices, Courts, Legal establishments, Accountants centers, Attorney offices, Courts, Legal establishments, Accountants and and related professionals. related professionals.

The Call-center and BPO activities shall:The Call-center and BPO activities shall: Identify potential customers and reach out to them; Identify potential customers and reach out to them; Offer digitization and organizing the data in a format and style the Offer digitization and organizing the data in a format and style the

customer wants customer wants BPO activities to include monthly reporting of actual contacts made, BPO activities to include monthly reporting of actual contacts made,

orders procured, follow-up, etc.orders procured, follow-up, etc.

ServicesServices

Proposed scope of workProposed scope of work

Detailed Scope of work (Proposed):Detailed Scope of work (Proposed):

Call-center and BPO services for Call-center and BPO services for Digitization of Documents Digitization of Documents

EFFORTS Segregation: We see EFFORTS Segregation: We see two scope of functions that two scope of functions that need to be performed to fulfill need to be performed to fulfill the activity for selling the the activity for selling the concept of “Digitization of concept of “Digitization of Documents”.Documents”.

ServicesServices

Call Center ActivitiesCall Center Activities

1.1. Identify the prospective customers all Identify the prospective customers all over USA.over USA.

2.2. Educate the customer on the product and Educate the customer on the product and convince them to buyconvince them to buy

3.3. Conduct Online or Onsite demosConduct Online or Onsite demos4.4. Negotiate and close the dealsNegotiate and close the deals

BPO ActivitiesBPO Activities

1.1. Receive the POReceive the PO2.2. Process the PO Process the PO 3.3. Follow-up on Delivery StatusFollow-up on Delivery Status4.4. Follow-up on Installation and TestingFollow-up on Installation and Testing5.5. First level help desk - Assistance (sales)First level help desk - Assistance (sales)6.6. First level help desk - Assistance First level help desk - Assistance

(Technical)(Technical)7.7. Reporting as per the agreed normsReporting as per the agreed norms

Proposed scope of workProposed scope of work

Detailed Scope of work (Proposed):Detailed Scope of work (Proposed):

For Example: For Example: Tele-Education e-Governance Tele K-Presence Virtual-MedixTele-Medicine

When the products are ready for launch, market these to the respective sector. When the products are ready for launch, market these to the respective sector.

The proposed call-center and BPO activities are:The proposed call-center and BPO activities are:

Identifying and marketing to suitable clients and procure ordersIdentifying and marketing to suitable clients and procure orders

Reporting on a Monthly basis the details of all related activitiesReporting on a Monthly basis the details of all related activities

ServicesServices

Proposed scope of workProposed scope of workDetailed Scope of work (Proposed):Detailed Scope of work (Proposed):

EFFORTS Segregation: Two EFFORTS Segregation: Two functions to be performed to fulfill functions to be performed to fulfill the activity for marketing the the activity for marketing the following Products:following Products:

1.1. Tele-educationTele-education2.2. e-Governancee-Governance3.3. Tele K-PresenceTele K-Presence4.4. Virtual-MedixVirtual-Medix5.5. Tele-MedicineTele-Medicine

ServicesServices

Call Center ActivitiesCall Center Activities

1.1. Identify the prospective customers all Identify the prospective customers all over USA.over USA.

2.2. Educate the customer on the product for Educate the customer on the product for an informed decision to buyan informed decision to buy

3.3. Conduct Online or Onsite demosConduct Online or Onsite demos4.4. Negotiate and close the dealsNegotiate and close the deals

BPO ActivitiesBPO Activities

1.1. Receive the POReceive the PO2.2. Process the PO Process the PO 3.3. Follow-up on Delivery StatusFollow-up on Delivery Status4.4. Follow-up on Installation and TestingFollow-up on Installation and Testing5.5. First level help desk - Assistance (sales)First level help desk - Assistance (sales)6.6. First level help desk - Assistance First level help desk - Assistance

(Technical)(Technical)7.7. Reporting as per the agreed normsReporting as per the agreed norms

AGENDAAGENDA

o Executive SummaryExecutive Summaryo ServicesServiceso Proposed Business ModelProposed Business Modelo Strategy and Implementation SummaryStrategy and Implementation Summaryo Infrastructure SummaryInfrastructure Summary

Proposed Business ModelProposed Business Model

Standard Sales ModelStandard Sales Model

AGENDAAGENDA

o Executive SummaryExecutive Summaryo ServicesServiceso Proposed Business ModelProposed Business Modelo Strategy and Implementation SummaryStrategy and Implementation Summaryo Infrastructure SummaryInfrastructure Summary

Strategy Strategy andand Implementation Summary Implementation Summary

o Marketing StrategyMarketing Strategyo Training & Certification ProgramTraining & Certification Programo Sales StrategySales Strategyo Sales ForecastSales Forecast

StrategyStrategy andand Implementation SummaryImplementation Summary

Marketing Strategy: Marketing Strategy: (using RURAL BPO / Call center)(using RURAL BPO / Call center)

a. Market to individuals (> 6,000 in our database): a. Market to individuals (> 6,000 in our database): Digitization, storage, retrieval of recordsDigitization, storage, retrieval of records Disaster Recovery SolutionDisaster Recovery Solution Private (Medical / Legal / Financial / Accounting / Personal) RecordsPrivate (Medical / Legal / Financial / Accounting / Personal) Records Expand the database to reach more potential customersExpand the database to reach more potential customersb. Market to small, mid and large scale businesses, corporates and industries: b. Market to small, mid and large scale businesses, corporates and industries: Market and promote Data Management services, ERP, BPM, CRM, etc. Market and promote Data Management services, ERP, BPM, CRM, etc. Tele-Ed, Tele-Conference, Tele-Knowledge, etc. Tele-Ed, Tele-Conference, Tele-Knowledge, etc. Market private, public and hybrid cloud computing services Market private, public and hybrid cloud computing services c. PURA Enterprise: c. PURA Enterprise: Contact embassies, consulates and international non-profits Contact embassies, consulates and international non-profits PURA-KY, PURA-Kenya and others in the preliminary design phasePURA-KY, PURA-Kenya and others in the preliminary design phase Contact educational, healthcare, financial, industrial entities to join PURA Contact educational, healthcare, financial, industrial entities to join PURA

Strategy Strategy andand Implementation Summary Implementation Summary (Contd)(Contd)

Sales Forecast: Sales Forecast: Year 1 (0 to 12 months) Year 1 (0 to 12 months)

Design, develop and deploy PURA – KYDesign, develop and deploy PURA – KYProvide training (3 and 6 months programs) to 150 to 200 enrolleesProvide training (3 and 6 months programs) to 150 to 200 enrolleesEmploy trained and certified folks for Rural BPO / Call center Employ trained and certified folks for Rural BPO / Call center 100 individuals & 5 businesses as PURA-KY customers100 individuals & 5 businesses as PURA-KY customersSign one major project (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)Sign one major project (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)

Year 2 – 4 (13 to 48 months)Year 2 – 4 (13 to 48 months)500 individuals & 50 businesses as PURA-KY customers500 individuals & 50 businesses as PURA-KY customersSign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)Sign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)Expand Cloud Computing to several regions and countriesExpand Cloud Computing to several regions and countries

Year 5 to 7 (49 to 84 months)Year 5 to 7 (49 to 84 months)2000 individuals & 150 businesses as PURA-KY customers2000 individuals & 150 businesses as PURA-KY customersSign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)Sign ten major projects (Tele-Med / Tele-Ed / Cloud Computing / ERP, etc.)Expand Cloud Computing to several regions and countriesExpand Cloud Computing to several regions and countries

AGENDAAGENDA

o Executive SummaryExecutive Summaryo ServicesServiceso Proposed Business ModelProposed Business Modelo Strategy and Implementation SummaryStrategy and Implementation Summaryo Infrastructure SummaryInfrastructure Summary

Infrastructure SummaryInfrastructure Summary

The two major components for a successful BPO / Call-center business are:The two major components for a successful BPO / Call-center business are:

Call-center Physical InfrastructureCall-center Physical Infrastructure Inbound call facilities Inbound call facilities 15 lines15 lines Outbound call facilitiesOutbound call facilities 15 lines15 lines Toll-free International number for inbound call facility – 5 linesToll-free International number for inbound call facility – 5 lines Workstations and ServersWorkstations and Servers 15 minimum + Tele-commuting15 minimum + Tele-commuting

Call-center Professionals – per every 800 customers Call-center Professionals – per every 800 customers BPO Manager on shift basisBPO Manager on shift basis 11 Call-center professionals Call-center professionals 10 - 1510 - 15 Quality controllerQuality controller 11 Back office staffBack office staff 22