Call Center Business Plan

Call Center Business Plan


VashonSolicitationServices’ mission is providing 24 hour, high quality call centre services to clients. This service gives clients the best chance to reach their customers. We offer both B2B services and B2C services, including outbound and inbound calls. Our customer support team is well-trained and dedicated. They are capable of providing excellent services in a timely manner and at a cost-effective price.

VSS has the resources and expertise to meet the needs of any client, regardless of their customer relations goals.

The Company

VSS will be a limited liability partnership registered in the state of Delaware for tax purposes. The founder of VSS is Mr. Martin Gibbs, who was formerly the telemarketing head at Medfone, Inc. He has assembled a respected group of telemarketing specialists and customer relations specialists with a combined 35 years of experience in this industry.

The company only has a small number private investors. The company has its main offices located in Gig harbor, Washington. The facilities include office spaces, conference rooms, and a phone center. In June of this year, the company will begin offering its services.

The Services

Vashon provides both outbound and inbound call center services. We provide bilingual services in both english and spanish. We can meet the following common requirements:

  • Generate sales leads
  • Schedule appointments
  • Market research
  • Surveys (including statistical analysis, political surveys, and other types of research)
  • First level help desk
  • Database or mailing list information
  • Business development
  • Point-of-sale product promotion
  • Invitations to seminar and conference

VSS isn’t a telemarketing firm and does not create marketing campaigns on behalf of our clients. It has been proven that companies often want to develop their own marketing campaigns because they already have marketing personnel with extensive industry contacts and experience.

The Market

Telemarketing is a rapidly growing industry. Most companies see an annual growth rate of 6.5% to 8.5%. This is due to companies becoming more aware of how important market information is and the desire for lower customer turnover rates in a tough economy. This industry has seen a significant shift in the way clients prefer to outsource their telemarketing functions to clients rather than developing this infrastructure internally. VSS is able to capitalize on this opportunity. VSS believes that this high growth rate will end as a result of a cyclical trend in long-term industry analysis.

VSS plans to enter into two market segments. The first is the medical services sector. They have a high demand for constant contact with patients. We will also work as a first-level help desk for small high-tech businesses and take on short-term projects like surveys from small clients.

Financial Considerations

The tables that accompany the Start-up Summary topic show the required start-up assets. This includes expenses and the cash needed to support operations until revenues reach an acceptable level. We have secured current borrowing from Bank of America Commercial Investments. This principal will be paid off in two year. Charter Bank of Tillamook has a long-term loan that will be paid back in ten year. Viking Bank has a line on credit that we may draw upon in the event of an emergency.

The company expects profitability to occur in year 2, and does not anticipate any major cash flow problems. We believe that approximately three continuous contracts per month will provide a break-even point for the company in the first three years.

1.1 Keys to Success

Vashon’s keys for long-term survival and profitability are:

  • Establish long-term contracts that require monitoring or on-call service.
  • To maintain a close relationship with clients and to establish a long-lasting, productive relationship with them in order to generate repeat business.

  • Provide a complete service experience for clients that includes consultations, progress reports and after-program feedback.
  • 1.2 Mission

    VSS’s mission is to provide 24 hour, high quality call center services that allow clients to communicate with their customers. We offer both B2B and C2C services, including both outbound and inbound 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.

    VSS can help you with any of your customer relations needs, such as taking orders, quantifying sales leads or responding to ad inquires, market research, general information requests, and more.

    1.3 Objectives

    Vashon SOlicitation Services LLC (VSS), aims to achieve the following three-year targets:

    • Break-even achieved by year 2.
    • You should establish long-term relationships with at least four customers
    • Establish minimum 95% customer satisfaction rate to form long-term relationships with our clients and create word of mouth marketing.

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