Table of Contents

Introduction. 2

Mission Statement 2

Vision Statement 2

Objectives of Business. 2

Competencies & Strength. 2

Challenges. 3

Business Analysis & Market Research. 3

Customer Analysis. 3

Industry Trends. 3

Porter 5 Forces Analysis. 4

Threat of Substitute Product 4

Bargaining Power of Supplier 4

Threat of New Entrant 5

Bargaining Power of Buyers. 5

Rivalry among Competitors. 5

PESTLE Analysis. 5

Political factors. 6

Economic Factors. 6

Social Factors. 6

Technological Factors. 7

Legal Factors. 7

Environmental Factors. 7

SWOT Analysis. 8

Strength. 8

Weaknesses. 8

Opportunities. 9

Threat 9

Marketing Plan. 9

Target customers. 9

Competition Analysis. 10

Marketing Mix. 10

Financial Plan

Introduction of the Call Center Business Plan
Mission Statement of the Call Center Business Plan

The mission of the call center is to provide” best call center services to the customers. The goal of the business is to provide both inbound and outbound call center services to the customers. The customers will be the utmost priority of the business and the business will keep on focusing on the needs and preferences of the customers.”

Vision Statement of the Call Center Business Plan

The vision of the call center is to be” the largest call center in the country of Nigeria that provides both inbound and outbound call center services to its customers”

Objectives of Business of the Call Center Business Plan

The objective of the business is to provide call center services to the customers. The call center will call the customers and provide information about the product/services. The customers can call on the call center number so that the customer service representative can entertain the queries of the customers. Customer services have huge significance for the organization because through this the organization makes its relationship with their customer stronger.

Competencies & Strength of the Call Center Business Plan

One of the major strengths of the call center startup is that it provides both inbound and outbound customer services to its customers. The customer service representative will be available 24/7 for entertaining the queries of the customers. The call center will be located in a prominent location in Lagos Nigeria. The call center will utilize the latest technologies such as customer analytics for analyzing the needs and preferences of the customers. The latest technology will also be going to be used for maintaining the record of the customers so that the customers can be given the best services. The customer-centric approach of the call center is a major strength of the startup.

Challenges of the Call Center Business Plan

The rising competition is a major challenge for the business. There are many call centers in Lagos Nigeria which can tough time to the startup. The high competition in the market can reduce the market share of the business. The changing needs and preferences of the customer is also a major challenge for the business. The call center will have to keep on focusing on the needs and preferences of the customers so that it can provide high-quality customer services to its customers. The external environment changes are also a major challenge for the business.

Business Analysis & Market Research of the Call Center Business Plan
Customer Analysis of the Call Center Business Plan

The target customers are going to be the customers who live in the city of Lagos Nigeria. The call center will entertain customers from different age groups. In the beginning the call center will only take the queries from the city of Lagos however in the upcoming years the business has decided to expand into other cities of Nigeria as well.

Industry Trends of the Call Center Business Plan

The call center industry has experienced rapid growth in different parts of the world. The outsourcing of customer services has become a major reason for the growth in the call center industry. In the upcoming future it can be said that the call center industry will experience further growth. The chart below is showing call center growth in different regions of the world

Source: https://www.statista.com/statistics/881054/projected-call-center-market-size-region/

Porter 5 Forces Analysis
The threat of Substitute Product

The threat of substitute products is quite high because there are lots of Call centers in Lagos that might be providing both inbound and outbound services to the customers. if the customers will not get satisfied with the services of this call center than they might switch to such a company that offers better customer services to its customers. The switching cost for the customer is quite low therefore they can easily switch to another company.

Bargaining Power of Supplier

The bargaining power of suppliers will be moderate to high because the call center will be new in the market and it will take time to establish a relationship with the suppliers of the business. The existing call centers however are in the position to negotiate the price with the suppliers because they are in the market for a longer time period. In addition the existing call centers have established their name in the market.

The threat of New Entrant

Establishing a call center does not require a huge amount of investment therefore the threat of new entrants is high in this industry. In the future new call, centers can be established in the city Lagos that can decline the market share of the business.

Bargaining Power of Buyers

The bargaining power of suppliers will be moderate to high because there are lots of call centers in the city of Lagos that might be providing the same services to the customers. Also the switching cost is quite low which means that the customer can easily shift from one company to another.

Rivalry among Competitors

The rivalry among competitors is high. The competitors are competing with each other so that they can increase their market share. The competitors are using different techniques for aiming for a competitive edge over their competitors. Overall it can be said that the competition is quite high in the call center industry.

PESTLE Analysis of the Call Center Business Plan

The external environment factors have a significant impact on the performance, efficiency, and profitability of the businesses. It is important for the call center startup to analyze the external environment of the country Nigeria so that the business can know how external environmental factors will affect the performance of the business. PESTLE Analysis can be used for analyzing the external environment factors.

Political factors of the Call Center Business Plan

The country of Nigeria is experiencing political stability. Political factors include the rules and regulations which the governments of the country impose for regulating the businesses. As there is political stability in Nigeria the business will not face issues regarding political instability. The government of Nigeria is also taking initiatives to diversify the economy. Overall it can be said that the call center has the opportunity to take benefit from a stable political environment and the growing economy of the country. The population of Nigeria is quite high and there are a huge number of customers to whom the call center can provide inbound and outbound customer services.

Economic Factors of the Call Center Business Plan

The economic factors have a huge influence on the businesses because due to economic factors changes the expenses and profits of the business can change. The economic factor like inflation rate, foreign exchange rate, tax rate, and the unemployment rate can decline the purchasing power of the customer. The economy of Nigeria is experiencing growth which will be a plus sign for the business. The call center can take benefit from the growing economy and large market size. However the high inflation rate and the unemployment rate in the country can become an issue for the business. The business can create such a strategy from which it can counter external environment factors.

Social Factors of the Call Center Business Plan

The social factors include the taste and preferences of the customers. In Nigeria there are people who belong to different ethnicities. Different people have different cultures, traditions, and beliefs. The call center will have to analyze the needs and preferences of the customers so that it can meet the requirements of the people efficiently. It is important for the business to focus on the market and social trends so that they can know what customers are actually looking for. The businesses or organizations who do not focus on customer needs do not achieve success. The customer should be the utmost priority of the business.

Technological Factors of the Call Center Business Plan

The technology is becoming advanced day by day and in order to stay ahead of the competitors and providing maximum customer satisfaction it is important to focus on the latest technology. The technologies today are not improving the efficiency and performance of the businesses but also helping the businesses to stand out in the market. With the help of technology the call center not only can analyze the needs of the customers effectively but also can maintain the data of the customers. For call center businesses the technology can play an important role and the call centers should utilize the latest technologies so that they can sustain in the long run.

Legal Factors of the Call Center Business Plan

The legal factors include the rules and regulations which the government develops for regulating the businesses. The call center in Nigeria will have to follow the rules and regulations which the government is going to create. The rules and regulations are necessary for regulating the businesses and have a major impact on their operations. The government in recent years has created such rules and regulations through which different businesses can experience growth and the economy of the country can be diversified.

Environmental Factors of the Call Center Business Plan

It is important for any business to protect the environment in which it operates. In many countries around the world, the governments have created such rules which allow the organizations to strictly implement environment protection initiatives. The customers around the world have also become aware of environmental protection and only support those organizations that are active in environmental protection or corporate social responsibility. If the call center wants to sustain in the long run than it will have to take environment protection initiatives so that it can provide maximum benefit to its customers and society.

SWOT Analysis
Strength of the Call Center Business Plan

One of the major strengths of the call center startup is that it provides both inbound and outbound customer services to its customers. The customer service representative will be available 24/7 for entertaining the queries of the customers. The call center will be located in a prominent location in Lagos Nigeria. The call center will utilize the latest technologies such as customer analytics for analyzing the needs and preferences of the customers. The latest technology will also be going to be used for maintaining the record of the customers so that the customers can be given the best services. The customer-centric approach of the call center is a major strength of the startup.

Weaknesses of the Call Center Business Plan

One of the major weaknesses of the call center is that there are lots of call centers that are working in Nigeria which can easily follow the business strategy which this Startup is using. The business model of this startup can be easily followed by other call centers. Another major weakness of the call center is that relying on the latest technologies will increase the cost of the business up to a lot of extents. Upgrading technology is not as easier it seems because the employees of the business also have to be trained so that they can get familiar with the latest technology.

Opportunities of the Call Center Business Plan

There are many opportunities for the call center in the future. The call center can take benefit from the government’s initiatives of diversification of the economy. The call center can expand its business into other cities in Nigeria. The business has the opportunity to provide the best customer service to its customers. The business can increase its profitability by focusing on market trends and the needs of the customers.

Threat of the Call Center Business Plan

The rising competition is a major threat to the business. There are many call centers in Lagos Nigeria which can tough time to the startup. The high competition in the market can reduce the market share of the business. The changing needs and preferences of the customer is also a major challenge for the business. The call center will have to keep on focusing on the needs and preferences of the customers so that it can provide high-quality customer services to its customers. The external environment changes are also a major threat to the business.

Marketing Plan
Target customers of the Call Center Business Plan

The target customers are going to be the customers who live in the city of Lagos Nigeria. The call center will entertain customers from different age groups. In the beginning the call center will only take the queries from the city of Lagos however in the upcoming years the business has decided to expand into other cities of Nigeria as well.

Competition Analysis

The competition in the call center industry is quite high because there are a number of call centers in the city of Lagos. Differentiating the call center services from the rest of the call centers will be a major challenge for the business.

Marketing Mix of the Call Center Business Plan

The call center will be located in the prominent location of Lagos so that the employees can reach the call center without any difficulty. The price of the services will be kept competitive and after analyzing the prices of the services of existing call centers. Social media websites such as Facebook, Twitter, and Youtube are going to be used for the purpose of promotion.

Financial Plan of the Call Center Business Plan