PDF- -Call Center Services - Delaware - Call Center Proposal

Description

Executive Summary Introduction It is the mission of Vashon Solicitation Services to provide clients with top quality call center services 24 hours-a-day

A service that provides our clients with the greatest chance of communicating with their end customers

We do B2B and B2C services including both inbound and outbound calls

We have a dedicated and well trained cadre of customer support specialists who are able to consistently provide excellent services delivered in a timely and cost-effective manner

Whatever a client's customer relations goals are: quantifying sales leads,

or general information requests,

VSS has the people with the expertise to professionally service those needs

The Company VSS will be a limited liability partnership registered in the state of Delaware for tax purposes

Its founder is Mr

Martin Gibbs,

a former telemarketing head with Medfone,

Gibbs has brought together a highly respected group of telemarketing and customer relations specialists who have a total of 35 years of combined experience with this industry

The company has a limited number of private investors and does not plan to go public

The company has its main offices in Gig Harbor,

Washington

The facilities include office spaces,

The company expects to begin offering services in June of Year 1

The Services Vashon offers a wide range of call center service including both inbound and outbound calls

We provide bilingual services in both english and spanish

The most common needs that we 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

VSS iss not a telemarketing company,

we do nott create the e marketin g campaig gns for ents

Experience has s'shown tha at many co ompanies desire d'to ccreate theirr own our clie marketting campa aign since they t alread dy have marketing pe ersonnel w with extens sive contactt and expe erience in the t industryy

The Ma arket The tellemarketing industry is a growin ng industry y with most companiees having an annual growth be etween 6

This is due to busin nesses thaat are beco oming increassingly aware of the need for ma arket inform mation and d'the desiree to reduce e custom mer turnove er rates in a hard hit e economy

A significa ant trend inn this indus stry is the gro owing number of clien nts who wi sh to outso ource telem marketing ffunctions to t client compa anies instea ad of developing succh infrastructure in-ho ouse

This makes forr an ent opportu unity for VS SS

Howevver,

long-te erm analysis of growtth rates in this excelle industrry show a cyclical c'patttern and V VSS does not n expectt this high ggrowth rate e to continu ue

VSS pllans to entter into two o market se egments

F we will work in tthe medica al service es industryy since they y have a hiigh need to o maintain contact w with their pa atients at all tim mes

We will w also be e working a as a first lev vel help de esk for a nuumber of small s'high-te ech companies,

and be b taking o on short-term projects s'such as ssurveys fro om small cclients

Financ cial Consid derations Start-up assets re equired are e shown in n the tables s'accompa anying the Start-up Summa ary topic

This T includes expensses and the e cash nee eded to suppport opera ations until re evenues rea ach an acc ceptable le evel

Most of the com mpany's liabbilities will come utside priva ate investo ors and ma anagement investment,

we have from ou obtaine ed current borrowing from Bankk of Americ ca Comme ercial Invesstments,

th he principal to be pa aid off in tw wo years

A long-term m loan through Charteer Bank of Tillamo ook will be paid off in ten years

We also have h a line e of credit ffrom Viking g Bank that we e can draw w upon if ne eed be

The co ompany expects to re each profita ability in ye ear two and d'does nott anticipate e any seriouss cash flow w problems s

We consservatively believe tha at during thhe first thre ee years tthat about three ongo oing contra acts per mo onth will gu uarantee a break-eve en point

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Create e long-term m contracts that dema and constant monitoring or on-ccall service es

Keepin ng close co ontact with clients and d'establish hing a well functionin g long-term m relation nship with them to ge enerate rep peat busine ess and ob btain a top notch reputation

Establish a comp prehensive service exxperience for f our clie ents that in cludes consulttation,

prog gress repo orts and po ost-program m feedback k

We do B2B and B2C B servic ces includin ng both inb bound and outbound calls

We have a dedicatted and we ell trained cadre of cu ustomer su upport specialists whho are able e to consisttently provvide excelle ent service es delivered d'in a timely and costt-effective manne er

Whatevver a client's customer relationss goals are e: quantifying sales leeads,

or ge eneral inforrmation req quests,

VSS ha as the peo ople with th he expertise e to profes ssionally se ervice yourr needs

Achieve break-even by year two

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

Read more: http://www

com/call_center_business_plan/executive_summary_fc

Company Summary VSS will be a limited liability partnership registered in the state of Delaware for tax purposes

Its founder is Mr

Martin Gibbs,

a former telemarketing head with Medfone,

Gibbs has brought together a highly respected group of telemarketing and customer relations specialists who have a total of 35 years of combined experience with this industry

The company has a limited number of private investors and does not plan to go public

The company has its main offices in Gig Harbor,

Washington

The facilities include office spaces,

The company expects to begin offering its services in June of Year 1

The company's main clients will be companies that require high amounts of communication between themselves and their clients

This includes medical services,

and companies that wish to outsource first-level help desk support

By focusing on institutions such as these that have special needs,

we believe we will be able to better serve our clients and produce a superior service that is more effective that other call center firms

This includes expenses and the cash needed to support operations until revenues reach an acceptable level

Most of the company's liabilities will come from outside private investors and management investment,

we have obtained current borrowing from Bank of America Commercial Investments,

the principal to be paid off in two years

A long-

term lo oan through h Charter Bank B of Tilllamook will be paid off o in ten yeears

We also have a line of cre edit from Viking Bankk that we ca an draw up pon if needd be

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Start-u up Require ements Start-u up Expens ses Legal

$2,,000

Insuran nce

$1,,000

$3,,000

Accoun nting and bookkeepin b ng fees

$2,,000

Expenssed equipm ment

$8,,000

Advertiising

$3,,500

$8,,000

Total S Start-up Expenses

$27,,700

Start-u up Assets Cash R Required Other C Current Asssets Long-te erm Assetss

Total A Assets

$146,,300

Total R Requireme ents

$174,,000

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Start-u up Funding Start-up Expense es to Fund

$27,,700

Start-up Assets to o Fund

$146,,300

Total F Funding Required R

$174,,000

Assets s'Non-ca ash Assetss from Starrt-up Cash R Requireme ents from Start-up S Additio onal Cash Raised R

Cash Balance on Starting Date

$117,800

Total Assets

$146,300

Liabilities and Capital Liabilities Current Borrowing

$16,000

Long-term Liabilities

$55,000

Accounts Payable (Outstanding Bills) Other Current Liabilities (interest-free) Total Liabilities

Capital Planned Investment Mr

Martin Gibbs

$25,000

Mary Stuart

$20,000

Henry Hannover

$20,000

Nicolas Caput Others Additional Investment Requirement

Total Planned Investment

$100,000

Loss at Start-up (Start-up Expenses)

Total Capital

$72,300

Total Capital and Liabilities

$146,300

Total Funding

$174,000

The rest will be owned by the senior management including Mr

Martin Gibbs,

Mary Stuart (20%),

Henry Hannover,

Nicholas Caput (8%)

All other financing will come from loans

Read more: http://www

com/call_center_business_plan/company_summary_fc

Services Vashon offers a wide range of call center service including both inbound and outbound calls

We provide bilingual services in both english and spanish

The most common needs for call centers 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 VSS is not a telemarketing company we do not create the marketing campaigns for our clients

Experience has shown that many companies desire to create their own marketing campaign since they already have marketing personnel with extensive contact and experience in the industry

However,

the costs of carrying out such a telemarketing campaign can be prohibitive and often the firm does not wish to

develop the infrastructure to do so

This requires developing different skills and core competencies that divert management and resources from their primary duties

This is where VSS comes in

We either connect a prospective client with a telemarketing company (we have arrangements and contacts with three such consulting firms) or once such a campaign is designed we implement it for our clients

We work closely with our clients in the creation of the campaign's goals,

and costs so has to create as close a fit between the client needs and our capabilities

Read more: http://www

com/call_center_business_plan/services_fc

Market Analysis Summary The telemarketing industry is a growing industry with most companies having an annual growth between 6

5% and 8%

This is due to businesses that are becoming increasingly aware of the need for market information and the desire to reduce customer turnover rates in a hard hit economy

A significant trend in this industry is the growing number of clients who wish to outsource telemarketing functions to client companies instead of developing such infrastructure in-house

This makes for an excellent opportunity for VSS

However,

long-term analysis of growth rates in this industry show a cyclical pattern and VSS does not expect this high growth rate to continue

The telemarketing industry is quite fragmented with companies that vary greatly in size,

Many companies are general advertising agencies that offer telemarketing services along with a wide range of other consulting services

In addition,

still not realizing the potential advantages of outsourcing,

choose to develop their own telemarketing services

VSS plans to enter into two market segments

we will work in the medical services industry since they have a high need to maintain contact with their patients at all times

We also will be working as a first level help desk for a number of small high-tech companies

Gibbs and Ms

Stuart have already signed contracts with

Evergrreen Mediccal and Sno o-net,

to serve in n these cap pacities

W We will also o be erm projectts,

bo oth large a and small re equire som me form of telemarketing at some p point

Often n it is a surrvey to dettermine customer sattisfaction oor awarene ess

Sometiimes it is effectively e communica c'ating an up pcoming event such as a confe erence

Other ccompaniess wish to kn now if telem marketing is a feasib ble method of sales genera ation

One of the new w uses for ccall centers s'is in first level help desk services

About 7 75-80% off all technic cal problem ms faced by end custtomers cann be solved d'by non-tecchnical cusstomer serrvice repre sentatives who are fa amiliar withh a compu uter or techniccal system and who have h a scriipted set of o procedurres to solvee most com mmon occurin ng problem ms

This is where w an o outsourced d'call cente er can savee a client a large amoun nt of moneyy and allow w a reductio on in perso onnel need ded on calll 24 hours--a-day

VSS pllans to entter into two o market se egments

F we will work in tthe medica al service es industryy since they y have a hiigh need to o maintain contact w with their pa atients at all tim mes

We also a will be e working a as a first lev vel help de esk for a nuumber of small s'high-te ech companies

Gib bbs and Mss

Stuart have alread dy signed contracts c'with w Evergrreen Medic cal and Sno-ne et,

to serve s'in the ese capaciities

Our customer c'service reprresentative es are alreadyy in the pro ocess of re eceiving ha ands-on tra aining from these twoo companie es to meet th heir needs

We will also a be takiing on short-term pro ojects suchh as survey ys from small cclients

Once w we have esstablished a good wo orking relattionship with these innitial clients s,

we will leverage our reputation and profittability into new conta acts and coontracts with other lo ocal compa anies

Ourr ultimate g goal is to se ervice the entire wesst coast reg gion and be ecome the company with w a dom minant mark ket share

The ma arket analyysis table and a graph which follo ows shows s'the numbber of busin nesses within tthe state of o Washington

This w will be our initial geog graphical foocus for the first fou ur to five ye ears of ourr companyy's existanc ce

as a we expaand to a we est coast sscope,

our future bus siness plan ns will inclu ude all of our potentiaal clients in n this area

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Markett Analysis s'Year

Potenttial Custom mers

G Growth

High-te ech 2%

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5% and 8%

This is due to businesses that are becoming increasingly aware of the need for market information and the desire to reduce customer turnover rates in a hard hit economy

However,

long-term analysis of growth rates in this industry show a cyclical pattern and VSS does not expect this high growth rate to continue

The telemarketing industry is quite fragmented with companies that vary greatly in size,

Many companies are general advertising agencies that offer telemarketing services along with a wide range of other consulting services

In addition,

not realizing the potential advantages of outsourcing,

choose to develop their own telemarketing services

VSS believes that the greatest threat at the moment is in new entrants to the market who perceive an opportunity in a "high" growth industry

The most likely entrants will be pre-existing advertising agencies wishing to horizontally integrate and enter new sub-markets

The one major disadvantage to new entrants is that all firms engaged in contracting to telemarketing agencies face significant switching costs when bringing on a new partner

Furthermore,

VSS understands that in this industry there is a significant learning curve that creates declining "unit" costs as a firm gains more cumulative experience in the field itself and with long-term clients specifically

Finally there are significant start-up costs associated with creating a call center

Rivalry among different call center agencies is quite intense

The telemarketing industry as a whole is mature with long-term moderate growth

Most of the largest agencies are mutually dependent when it comes to jockeying for position and market share

The fact that there are so many diverse and seemingly "generic" or general telemarketing agencies makes this a cutthroat industry

The threat of clients backwardly integrating so as to have all their advertising done in-house is one of the major factors that buyers use to indirectly control price in this industry,

and increase competition among firms

This must always be foremost in the minds of Vashon's management when offering services and setting prices

In addition we have indirect competition from organizations that handle all their telemarketing in-house

Practically speaking,

this means we have the greatest threat from the largest telemarketing agencies such as Crouch & Weasley,

Berman Telemarketing,

nationwide call center companies that hold significant market share

The call center industry is highly fragmented,

with a large number of small companies that mainly cater to small firms and a few large companies that seek the largest contracts from companies such as Sprint,

This makes competition within the industry very intense

Through our focused strategy of serving niche markets such as help desk services,

we intend to avoid such a debilitating environment and avoid its drawbacks such as price wars,

Buying patterns and needs Companies usually enter into contracts with call center firms based on their reputation of professionalism and effective campaigns in the past

This reputation is difficult to obtain by new firms unless its personnel bring it with them from previous companies such as ours

Price and scope are also important reasons for accepting contracts,

especially if the company is small

Read more: http://www

com/call_center_business_plan/market_analysis_summary _fc

Strategy and Implementation Summary Vashon Solicitation Services' business strategy is to enter into a focused approach to its services rather than being everything to its clients

Our company does not intend to be a telemarketing consultation firm,

We are a call center firm that simply implements telemarketing campaigns or help desk functions for its clients

These services are where we can offer a higher standard of quality to our clients

This will allow us to charge a higher profit margin for these differentiated and more focused services

These will provid de us with initial i reven nue and thhe chance to build our rep putation

Our O compan ny intends to use testimonials from such cclients to build b further contracts

We have begun to e establish our o presenc ce using vaarious marrketing method ds such ass flyers,

B2 2B contacts,

and we will be atteending conven ntions and other even nts as well

Both B Mr

Gib bbs and Mr

Hannove er have be een in the in ndustry forr many yeaars and experie ence show ws that man ny of their e existing clients will sttill wish to w work with them despite e having to o establish a new con ntract with VSS

We also a underrstand that we may ne eed to lowe er costs in our first co ouple of ye ears in orde er to attracct new customers and clo ose deals

In addition to ourr first contra acts with E Evergreen Medical an nd Sno-nett,

Hannovver has be een actively y seeking tto acquire a large contract withh National Conven ntions & Events overr the past sseven mon nths

This company c'iss the largest event o organizing firm on the e West coa ast and has been see eking a calll center firrm for a custom mer survey project to be launche ed in the near n future

VSS belieeves that itts chance es for acqu uiring this contract c'are e excellentt

Revenues R are based d'on averag ge costs peer projectt/contract based b on estimated e ttime and co omplexity of o contractt plus and undiscllosed profiit margin

The T compa any does not n have an ny significaant direct costs c'of sales

at our most attractive e target ma arkets,

med dical servicces and he elp We antticipate tha desk cllients will provide p us with signifficant early y revenue

As time gooes on,

and we acquire e more cusstomers,

th he percenta age of sho ort-term and d'other proojects will increasse

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Sales Forecast Year 1

$132,000

$180,000

$270,000

Help desk services

$69,000

$120,000

$150,000

Short-term projects

$43,500

$65,000

$96,000

Other projects

$33,500

$58,000

$69,000

$278,000

$423,000

$585,000

Subtotal Direct Cost of Sales

Sales Medical call center services

Total Sales Direct Cost of Sales

Read more: http://www

com/call_center_business_plan/strategy_and_implementati on_summary_fc

Management Summary The company will have four officers including our president,

Martin Gibbs

Our head of operations will be Mr

Nicholas Caput,

plus 12 customer service representatives

Finances and general admin will be handled by Ms

The company plans to hire additional service representatives,

and administrative personnel as we begin to get large numbers of contracts

and a un nique combbination of skills drawn from otherr businesse es

Key Pe ersonnel Mr

Ma artin Gibbs is a gradu uate of the University y of Missouri where h e obtained d'his business degree degree in 1971

Sincce then,

M Gibbs ha as had exttensive experie ence in ma arketing,

T This include es experie ence in bud dgeting,

In 1996 he e obtained a graduate degree e in marketting from University U o of Washing gton

Gibbs G spentt the last fo our years a as the telem marketing departmen nt head witth Medfone e,

Niccholas Cap put graduatted from A Arizona Sta ate Univers sity with a bbachelors degree in markketing in 19 975

From 1978-198 8 Mr

Capu ut worked for Nelsonn Marketing g Consulltants

In 1989 he we ent to workk for Anderson Consu ulting in theeir marketing division n,

where he worked as a a projecct manager

Person nnel Plan Year 1

Ye ar 3

Ma artin Gibbs

0 $36,000

$36,000

$60,,000

Ma ary Stuart

$36,000 0

$36,000

$60,,000

Niccholas Cap put

$36,000 0

$36,000

$36,,000

$203,,000

Custom mer service e representatives Total P People Total P Payroll Financcial Plan

$359,,000

Our financial plan n anticipate es two yea ars of nega ative profits s'as we ga in sales vo olume

ed enough h investmen nt to coverr these loss ses and haave an add ditional We havve budgete credit line availab ble if sales do not ma atch predic ctions

T These are considered c'd'to be con nservative in case our predictio ns are erroneo ous

Genera al Assump ptions Ye ear 1

Ye ar 3

Curren nt Interest Rate R

Long-te erm Interesst Rate

Tax Ra ate

Plan M Month

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In oth her words,

we will hav ve insignificant direct ct cost of sa ales

Since e each contrract will be of differen nt scope,

it is diffic cult to assign and avera age per uniit revenue figure

How wever,

it is s'conservaatively belie eved that du uring the firrst three ye ears,

avera age profitab bility per month m per ssegment will w be modera ate

This iss because we will be dealing with smallerr companiees at first th hat have smaller con ntracts

We e expect that about th hree ongoing contraccts per mon nth will guaran ntee a brea ak-even po oint

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Break--even Ana alysis Monthly Revenue e Break-ev ven

$27,,234

mptions: Assum Averag ge Percentt Variable Cost C Estima ated Monthly Fixed Cost

Wee expect to o be paying higher cossts in mark keting and advertising than othe er compannies as we attemp pt to build sales s'volum me

As sho own in the table in the e Appendixx,

we expe ect monthly profits to o begin in December D'2003

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Pro Forma Profit and Loss Year 1

$278,000

$423,000

$585,000

Other Costs of Sales

Total Cost of Sales

$273,700

$417,000

$579,000

$209,050

$311,000

$359,000

$18,000

$10,000

$10,000

$18,000

$18,000

$18,000

Insurance

$13,200

$14,000

$15,000

Payroll Taxes

$31,358

$46,650

$53,850

$12,000

$18,000

$15,000

$15,000

$326,808

$430,650

$486,350

$92,650

Sales Direct Cost of Sales

Gross Margin Gross Margin % Expenses Payroll Sales and Marketing and Other Expenses Depreciation Rent Utilities

Total Operating Expenses

Profit Before Interest and

Taxes A EBITDA Interesst Expense e Taxes Incurred Net Prrofit Net Prrofit/Sales

$95,,150

$9,,100

$25,,065

$58,,485

We do not n expect to have an ny short-te erm cash flow f proble ems even tthough we will be ope erating at a loss for the first nine months

Ourr short-term m loan will be repaid in two equ ual paymennts in 2004 4-2005

Our lon ng-term loa an will be paid p off in tten years

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Pro Forma Cash Flow Year 1

$69,500

$105,750

$146,250

Cash from Receivables

$159,050

$291,458

$409,934

Subtotal Cash from Operations

$228,550

$397,208

$556,184

$20,000

New Long-term Liabilities

Sales of Other Current Assets

Sales of Long-term Assets

New Investment Received

Subtotal Cash Received

$251,550

$408,208

$556,184

$209,050

$311,000

$359,000

Cash Received Cash from Operations Cash Sales

Additional Cash Received Sales Tax,

HST/GST Received New Current Borrowing New Other Liabilities (interest-

Expenditures Expenditures from Operations Cash Spending

Bill Payyments

$135,385 5

$162,,552

Subtottal Spent on o Operattions

$446,385 5

$521,,552

$8,,000

Repaym ment

$4,,000

Purcha ase Other Current C As ssets

Purcha ase Long-te erm Assets s

Dividen nds

Subtottal Cash Spent S

$446,385 5

$533,,552

Net Ca ash Flow

$22,,632

Additio onal Cash Spent S Sales T Tax,

HST/GST Paid Out Princip pal Repaym ment of Current Borrow wing Other L'Liabilities Principal P Repaym ment Long-te erm Liabilitties Princip pal

Cash B Balance

$38,494

$22,,949

Pro Fo orma Balance Sheett Year 1 Assets s

Ye ar 3

Current Assets Cash

$38,494

$22,949

Accounts Receivable

$49,450

$75,242

$104,058

Other Current Assets

Total Current Assets

$91,444

$79,059

$130,507

$25,000

$25,000

$25,000

$25,000

$25,000

$22,500

$116,444

$104,059

$153,007

Accounts Payable

$11,435

$11,100

$13,563

Current Borrowing

$36,000

$42,000

$34,000

Subtotal Current Liabilities

$47,435

$53,100

$47,563

Long-term Liabilities

$55,000

$55,000

$51,000

Total Liabilities

$102,435

$108,100

$98,563

Paid-in Capital

$103,000

$108,000

$108,000

Retained Earnings

Long-term Assets Long-term Assets Accumulated Depreciation Total Long-term Assets Total Assets Liabilities and Capital Current Liabilities

Other Current Liabilities

Earning gs Total C Capital Total L'Liabilities and Capittal Net Wo orth

$58,,485

$54,,444

$1 116,444

$104,059

$153,,007

$54,,444

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These ratios r are as a closely m matched to o our industrry as mana agement co ould find,

h however th here are so ome significcant differe ences,

especia ally in sale es growth,

long g-term asse et investmeents and net n worth

However,

our projec ctions indiccate a healtthy company that wil l'be able to o obtain and retain long-term profitabilitty

Analysis Ratio A Indusstry Yearr 1 Sales G Growth

Pro ofile

00 % 52

16% % 38

47 7% 72

31% % 68

Percen nt of Totall Assets Accoun nts Receivable Other C Current Asssets

Total C Current Asssets

53 3% 75

98% % 85

Long-te erm Assetss

47 7% 24

02% % 14

Total Assets

00% 100

00% 100

Current Liabilities

Long-term Liabilities

Total Liabilities

97% 103

Net Worth

00% 100

00% 100

50% 104

Percent of Sales Sales Gross Margin Selling,

General & Administrative Expenses Advertising Expenses

Profit Before Interest and Taxes

Main Ratios Current

97% 103

Total Debt to Total Assets

Pre-tax Return on Net Worth 437

51% 570

43% 153

61% Year 1

Net Profit Margin

00% 107

Return on Equity

Activity Ratios Accounts Receivable Turnover

Debt to Net Worth

Current Liab

Collection Days Accounts Payable Turnover Payment Days Total Asset Turnover Debt Ratios

Liquidity Ratios Net Working Capital Interest Coverage

Assets to Sales

Current Debt/Total Assets

Acid Test

Additional Ratios

Sales/Net Worth

Divide end Payout

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php p#ixzz1 Wi7rzsslZ Append dix

Sales F Forecast Mont Mont Mon n Mont Mo ont Mont Mont Mont Mont M Mont Mon nt Mont h1

Sales Medic al call center servic 0 $8,00 $8,00 $ $8,0 0 $12,0 $1 2,0 $12,0 $12,0 $12 2,0 $12,0 $$12,0 $12,0 0 $12,0 es

Help desk servic 0 es

Shortterm $ projec 0 $2,00 $2,50 ts

Other projec

Direct Cost of

Mont Mont Mon n Mont Mo ont Mont Mont Mont Mont M Mont Mon nt Mont h 2 th 3

Subto tal Direct Cost of Sales

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Person nnel Plan Mont Mont Mont M Mont Mont Mon nt Mont Mont Mont Mont Mon nt Mont h1

Ma artin Gibbs

Preside ent % Ms

Office Manag ger Mr

Nichola as Caput 3,0 $3,0 $3,0 $ $3,0 $3,0 $3,0 $3,0 $3,0 $ $3,0 $3,0 $3,0 $3,0 Operattion 0 $3 s

Custom mer service e represe ent 0 $5 5,7 $5,7 $5,7 $ $5,7 $5,7 $7,6 $9,6 $10,

$11 atives

People e

00 000 000

Payrolll

Genera al Assump ptions Mont Mo ont Mont Mont Mo nt Mont Mont M Mon nt Mont M Mont Mont Mont h1

Plan Mont h

Curre nt Intere st

00 1 10

0 00 10

00 0 10

Rate Longterm Intere st

0 00 10

00 1 10

0 00 10

00 0 10

Rate Tax

0 00 30

00 3 30

0 00 30

00 0 30

orma Profiit and Los ss Pro Fo on Mon Mon Mo Mon nt Mont Mont M Mon nt Mont Mo ont Mon Mon M Mon h1

Direct Cost off Sales

Other Costs of Sale es

Total of Cost o Sales

Gross Margin

Expens es $14,7 $14,7 $14,7 $14,

Payroll

Sales and Marketi ng and Other $1,50 $1,50 $1,50 $1,5 $1,5 $1,5 $1,5 $1,5 $1,5 $1,5 $1,5 $1,5

Expens es

Depreci ation

Utilities

Insuran

Payroll 15 $2,21 $2,21 $2,21 $2,2 $2,2 $2,5 $2,7 $2,8 $2,8 $2,8 $3,0 $3,3 Taxes Travel

Total Operatti ng Expens es

Profit Before Interesst and

274) 274)

82) 8 $910

($7,3 3 ($5,4 ($6 6,6 EBITDA A

274) 274)

50 $72 25

82) 8 $910

60 $1,4

50 $72 25

Interesst Expenss e

Taxes Incurre e d

Net S Profit/S ales

866) 866)

00 6% %

Pro Forma Cash Flow Mon Mon Mon Mont Mont Mont Mont Mon Mon Mon Mon Mon h1

Cash Receive d'Cash from Operatio ns Cash

Cash from Receiva

$0 $275

Subtota l'Cash from $2,75 $3,27 $10,2 $13,1 $10,

Operati ons

Addition al Cash Receive d

Sales Tax,

HST/GS T Receive d'New Current Borrowi ng

New Other Liabilitie s'(interest

$1,5 $1,5

Investm

ent Receive d'Subtota l'Cash Receive d

Expendi tures

Mont Mont Mont Mont Mon Mon Mon Mon Mon h1

Expendit ures from Operatio ns Cash Spendin g

Bill Paymen ts

Subtota l'Spent on Operati ons Addition al Cash

Spent Sales Tax,

HST/GS T Paid Out

Principal Repaym ent of Current Borrowi ng Other Liabilitie s'Principal Repaym ent Longterm Liabilitie s'Principal Repaym ent Purchas e Other Current

Assetss as Purcha e Long gterm Assetss

4,8 $24,

Net Cash

($8,9 ($ $4,2 ($1,0 ($71 ($133

0)) $942

Balanc ce

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Pro Fo orma Balance Sheett Mo on Mon Mont M Montt Mont Mont Mont Mont M Mont Mont Mon nt Mont th h 1 th 2 Start ing Asset Bala s

Curren t Assets $117 $102 $80,

Accou nts Receiv able

$8,2 $16,

Other Curren t Assets

Total Curre nt Asset $121 $114 $101 $84,

Longterm Assets Longterm

Accum ulated Depre ciation

Total Longterm Asset

Total Asset $146 $139 $126 $109 $101 $100 $98,

Liabili ties and Capita

Mon Mon Mont Mont Mont Mont Mont Mont Mont Mont Mont Mont

Curren t Liabiliti es Accou nts Payabl $3,0 $9,8 $9,7 $9,7 $9,8 $10,

Curren t Borrow $16,

Other Curren t Liabiliti

Longterm Liabiliti $55,

Total Liabili

Paid-in $100 $100 $100 $100 $100 $100 $100 $101 $103 $103 $103 $103 $103 Capital ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,500 ,000 ,000 ,000 ,000 ,000 Retain ed Earnin ($27,

Total Capita $72,

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Plan Outline •

0 Services

Appendix

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