Business Plan Request

[Moderator]

We are opening a very small call center and I need to write a business plan. I was hoping you could give me some direction. Currently I am a manager of one of our banking offices and will be the manager of the call center. Our bank is a local bank with wonderful customer service and we want to continue this in the call center. Thank you.

Posted on behalf of: mharrigan

[4x6lm]

To build a plan we need more information about your Call Center and your company.

S. Mussali
Call Center Professional Consulting

http://www.iarc.org/~4x6lm/ccpc

[mhaqqi]

Key components of the strategic buisiness plan include:

1. Situational analysis : Strengths/weekness/oportunities/threats (SWOT)

2. Performance objectives: Current objectives for each role, Gaps in meeting performance objectives, Steps to minimize or eliminate gaps and key performance indicators.

3. Customer profile and segmetation strategies: Planned changes in profile and segmentation strategies, customer valuation plans and implications for agent group design, training, processes and system requirements.

4. Organizational design: Site selection, facilities projects and plans, organizational design, major job roles and associated.


5. Communication plans: Target audience, media, key information to be exchanged.

6. Equipping people to support strategic objectives: Recruiting, hiring, training and development plans, full-time equivalent, workforce mix, managing turnover, monitoring coaching, career and skill paths and compensations.

7. Planning processes: Forecasting, staffing, scheduling, real-time management, quality improvements and service level agreements.

8. Supporting technologies: Upgrades, integration projects, acquisitions, maintenance costs and self-service system.

9. Crossfunctional teams: Crossfunctional improvements opportunities, establishing and strenghtening teams and team performance objectives.

10. Fulfilling promises to customers: Customer expectations, customer satisfaction and loyalty surveys, data warehousing and data mining and voice of the customer analysis and communication.

11. Budgetary requirements: Current requirements, planned changes in capital investments and operational budgets, budgetary allocations and variance trends.

12. Legal requirements: Human resources, facilities and employement.

13. Disaster recovery: people, processes, technologies and facilities.

14. Health, safety and security issues: Security of building, Ergonomics, workers compensation, insurance, workplace safety, health and safety training.


Hope this information is helpful to you.

Best Regards,
Mohamed Haqqi
Call Center Manager
CookDoor
mhaqqi@hotmail.com