A and A Company Business Case For [Call Center (Bell Canada Campaign]

Presented By:

Mian Obaid ur rehman Mohi ud din Baloch Syed Talha hassan Waleed Arshad

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Abdul Fattah

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Table of Contents

1. Executive Summary 2.Business Summary 2.1 Environmental Analysis 2.2 Problem analysis 3. Option 3.1 Benefit 3.2 Cost 3.3 Risks 3.4 Issues 3.5 Assumptions 4. Implementation Approach 4.1 Project Initiation 4.2 Project Planning 4.3 Project Execution 4.4 Project closure 4.5ProjectManagment

1 Executive Summary
A and A is textile company ,The board of directors of A and A want to expand its business and looking to start a call center business as well, For that BOD assigned a task ,whether this Business is profitable or not! There is different option for us whether to choose which format is suitable for our call center. International out bound, National outbound, international inbound and national in bound, According to market ,international outbound is generating more revenue other then else, and in international outbound Bell Canada campaign is one of the famous campaign in market now ,through which we can generate a lot of revenue. Basically Bell Canada is Telecommunication Company in Canada. Bell Canada is going to expand its business in different Provinces i.e. Alberta, Ontario , British Colombia , and Manitoba . In order to expand its business they need more and more sales in the respective provinces, For this bell Canada telecommunication wants to give its sales campaign to any of the call center in Pakistan. Bell Canada need 200 sales in a day and Bell Canada is offering 50 $ per sales and if we made sales according to their requirements then we can easily hit the revenue of 10,000 $ a day. All the expenses regarding the call center is fully funded from A and A company

2 Business Problem

2.1 Environmental Analysis:

A and A company is basically a textile garment company, The B.O.D of A and A want to invest its money in any sector in order to earn profit, As call center industry is very famous for revenue generating , so they are going for this project, Now the question is this for which campaign A and A company is going to launched in their call center in order to earn maximum revenue, lets have a look on bell Canada campaign Basically Bell Canada is one of the oldest Telecommunication in Canada but there are a lot of other competitors working in the respective provinces of canada .Telus and Roger is one of the famous telecommunication company in that provinces and some how they are offering some special packages as compared to Bell Canada. So making sales on that situation is bit difficult for the beginner telesales representative. For this our call center should hire experienced Telesales representative.

2.2 Problem Analysis

Business Problem Bell Canada needs at least 200 sales a day and for that our call center should hire at least 100 agents. For that our call center should also buy new computers and other items related to IT. Our call center also Buy new dialer for making consecutive calls to Canada Business Opportunity Bell Canada campaign is the best opportunity for our call center as they are offering 50 $ for 1 sales and if we made sales according to their requirements then we can easily hit the revenue of 10,000 $ a day

3 Options

This business case recommends purchasing Bell Canada campaign that will earn about Rs. 24570000 in a month.

3.1 Benefits
If this campaign run successfully then this campaign will earn up to Rs. 24570000 in a month and its cost is not too much .

3.2 Costs

Category
People

Cost
Salaries of project staff Training courses Building premises for project team Equipment and materials Tools (computers, phones)

Value
Rs 1500000 Rs 10000 Rs 100000 Rs 100000 Rs 1000000 Rs 5000

Budgeted
YES YES YES YES YES YES

Physical

Campaign cost Total Equipment and tools expense will not be included after 1st month

Rs 2715000

3.3 Risks
As Bell Canada campaign is new in the market so it is very difficult to judge the reaction of customers about this. It will be very huge risk for our call center to start the business with out predicting it

3.4 Issues
Hiring 100 experienced agents is a big issue for the HR department of our call center. For this our call center should organize different batches for interview on weekly basis

3.5 Assumptions
As bell Canada is working smoothly in the future our call center can also hire more agents in order to earn more revenue. Our call center can not negotiate with the bell Canada telecommunication for per sale rates

4 Implementation Approach
3.6 Project Initiation
This Bell Canada campaign will be run in our call center which is located in Telecom Foundation named as TF Complex. This office has a capacity of about 300 employees

3.7 Project Planning

Bell Canada campaign is easily available from Bell Canada Telecommunication Client. As soon it will be purchased from the client, it will be workable

3.8 Project Execution

Our management team will made different department in order to made this operating. First HR department should be established which conduct interviews and hire agents for this campaign, after ward account department and other department should also be established.

3.9 Project Closure

As 100 agents are very huge strength so agents should be divided into 10 different group s and each group is leaded by a team leader, this team leader should submit the reports of their concerning agent to Manager (sales). Account department should made their accounts (regarding sales) on daily basis

3.10 Project Management

Timing of call center :

The Call center timing should be from 9.00 pm to 6 am. There should be a fine to those agents who did not follow the timing of the call center Quality Management:

Our agent should have to follow the script which will be provided to them from the Team leads. The calls of the agent will be recorded in order to check the quality of sales and agents will be evaluated on this basis Risk Management:

Every agents which will be hired is on the probation period, if he is not achieving his target and he will fired, in order to avoid any hazard for the call center Communications Management

In the end of every week all agents will be invited in the meeting room in which Manager (sales), & team leads were also present, The agenda of this meeting is to discuss the main hurdles which are facing by the agents regarding the sales, and management should address the solution to the agents.