Call Center Business Plan
You’ve come to the right place to create your Call Center business plan.
We have helped over 1,000 entrepreneurs and business owners create business plans and many have used them to start or grow their Call Center businesses.
Below is a template to help you create each section of your Call Center business plan.
Executive Summary
Business Overview
TalkCentral is a new inbound call center located in San Antonio, Texas. Our call center will provide customer service and help desk support for customers of tech, software, and telecommunications companies. We can provide customers support through phone call or text and will always help customers with the utmost patience, compassion, and respect. Clients who work with us will experience a significant improvement in customer satisfaction and retention.
TalkCentral is founded by Dave Harper. Dave was previously a senior manager at one of the leading telecommunications companies in the country. However, his company had a horrible reputation for untimely and unhelpful customer service. Therefore, he was inspired to create a call center that would improve the support experience for customers of similar companies.
Product Offering
TalkCentral will provide customer support for the customers of our clients. Since we will work with clients in the tech, software, and telecommunications industries, we will primarily help their customers with billing services, questions regarding products and services, and technical issues. Customers can call or text our service lines for support. They will quickly be matched with an appropriate agent by answering the prompts from our automated system.
Customer Focus
TalkCentral will primarily serve tech, software, and telecommunications companies that are in need of a good customer support team. Though TalkCentral is located in San Antonio, we will assist any companies in these industries that are located in the United States.
Management Team
TalkCentral is founded by Dave Harper. Dave was previously a senior manager at one of the leading telecommunications companies in the country. Unfortunately, his company had a horrible reputation for untimely and unhelpful customer service. He found that the customer service team was inadequately trained and had a high turnover rate. This led to low customer satisfaction and retention scores. Since the company was slow to resolve these issues, Dave was inspired to create an inbound call center that would help provide quality customer support to similar companies.
Success Factors
TalkCentral is primed for success by offering the following competitive advantages:
- TalkCentral will provide quality customer service for a more affordable price than clients would pay hiring their own customer service team.
- The company will offer high-quality customer service that increases customer retention.
- TalkCentral has a management team with extensive experience running a multi-billion dollar telecommunications company.
Download the Call Center business plan template (including a customizable financial model) to your computer here <–
Financial Highlights
TalkCentral is currently seeking $700,000 to launch. The funding will be dedicated to the office build out, equipment and supplies, overhead, marketing expenses, and working capital. The breakout of the funding is below:
- Office design/build: $250,000
- Equipment, technology, and supplies: $100,000
- Three months of overhead (rent, utilities, salaries): $200,000
- Marketing expenses: $100,000
- Working capital: $50,000
The following graph below outlines the pro forma financial projections for TalkCentral.
Company Overview
Who is TalkCentral?
TalkCentral is a new inbound call center located in San Antonio, Texas. Our call center will provide customer service and help desk support for customers of tech, software, and telecommunications companies. We can provide customers support through phone call or text and will always help customers with the utmost patience, compassion, and respect. Clients who work with us will experience a significant improvement in customer satisfaction and retention.
When our clients’ customers call our number, their call will be answered quickly and efficiently. Customers can call in for questions regarding billing, services, or products as well as get answers and help to technical problems they are experiencing. We will have an easy phone system that will guide them to the perfect agent who can help them.
While working as a senior manager, Dave was inspired to create a call center that would provide quality customer support for tech, software, and telecommunications companies. He conducted a market analysis and surveyed his previous employer’s customers to see if there was demand for these services. The results from the analysis and survey were overwhelmingly positive, which inspired Dave to immediately start planning his new business.
TalkCentral’s History
After conducting his market analysis and survey, Dave Harper incorporated TalkCentral as an S-Corporation on May 1st, 2023. Since incorporation, Dave has achieved the following milestones for TalkCentral:
- Developed the company’s name, logo and website
- Finished the list of services the company will provide
- Determined equipment and inventory requirements
- Found a potential office location
TalkCentral’s Services
TalkCentral will primarily offer customer service and help desk support for customers of tech, software, and telecommunications companies. Customers can either call or text our support lines and will be guided to an appropriate agent to help them with their problem. We expect most customers will call to discuss billing or technical problems they are experiencing.
Industry Analysis
Revenue for the inbound call centers is expected to grow over the next five years. This growth is due to the increasing demand for quality customer support teams and the need to outsource these services. Poor customer support results in low customer retention. However, hiring and training a quality customer support team is expensive so many companies outsource these services to call centers to save money. Therefore, there is significant demand for these services and that demand is not expected to slow down anytime soon.
According to Research And Markets, the global call center outsourcing market was valued at $249 billion in 2021 and is expected to grow at a compound annual growth rate of 8.93% until 2027. This is significant growth for any industry and shows just how much companies will continue to depend on these services. Therefore, this is a great time to launch a new inbound call center as we are sure to be successful and profitable.
Download the Call Center business plan template (including a customizable financial model) to your computer here <–
Customer Analysis
Demographic Profile of Target Market
TalkCentral will primarily serve tech, software, and telecommunications companies that are in need of a good customer support team. Though TalkCentral is located in San Antonio, we will assist any companies in these industries that are located in the United States.
Customer Segmentation
TalkCentral will primarily target the following customer profiles:
- Tech companies
- Software companies
- Telecommunications companies
Competitive Analysis
Direct and Indirect Competitors
TalkCentral will face competition from other companies with similar business profiles. A description of each competitor company is below.
Fusion Support Services
Fusion Support Services has been a popular business process outsourcing company in San Antonio for 20 years. They offer numerous services for local companies, including inbound customer service, human resources, and marketing. Since they can offer a whole package of services, they have created several long-lasting relationships with medium and large sized businesses in the area. However, Fusion Support Services does not specialize in inbound customer support. Therefore, companies looking for professionals in this field will prefer our services.
Texas Tech Support
Texas Tech Support is an inbound call center that specifically helps tech companies with customer service and tech support services. Tech companies are usually more invested in the development of their products than providing customer support, so they need a partner company that can provide these services to their customers. Texas Tech provides a fully trained staff of professionals that can help customers with basic questions regarding billing, products, or technical difficulties. Every call is answered with compassion, patience, and incredible expertise that helps improve customer satisfaction and retention.
Genesis Support Services
Genesis Support Services is a highly fast-paced call center environment located in the heart of San Antonio. They offer a wide variety of outsourced inbound call center services and cater to numerous industries and businesses located in the San Antonio area. They have been in the business for 30 years and are often the first call center businesses think of when they need customer service support. However, their reputation has suffered in recent years, which gives TalkCentral an advantage as we enter the market.
Download the Call Center business plan template (including a customizable financial model) to your computer here <–
Competitive Advantage
TalkCentral will be able to offer the following advantages over the competition:
- Management: Our management team has extensive experience leading and managing telecommunications companies and providing customer support services.
- Affordability: We will provide quality services at a more affordable rate than the competition.
- Quality Service: TalkCentral is committed to providing quality customer service and support. We guarantee our services will help improve customer satisfaction and retention.
Marketing Plan
Brand & Value Proposition
TalkCentral will offer the unique value proposition to its clientele:
- High-quality customer support and help desk services
- Affordable rate
- Highly trained staff
- Guarantee of improved customer retention
Promotions Strategy
The promotions strategy for TalkCentral is as follows:
Website/SEO Marketing
TalkCentral will design an efficient and appealing website to attract clients. The website will be well organized, informative, and list the services that we provide. We will also invest in SEO so that we will appear at the top of search engine results when clients are searching for call centers to partner with.
Social Media
The company will have several social media accounts and invest in ads on all social media platforms. The company will also use targeted marketing to appeal to our target demographics.
Targeted Cold Calls
TalkCentral will initially invest significant time and energy into contacting potential clients via telephone. In order to improve the effectiveness of this phase of the marketing strategy, a highly-focused call list will be used, targeting startups and small businesses. As this is a very time-consuming process, it will primarily be used during the startup phase to build an initial client base.
Advertisement
Advertisements in print publications like newspapers, magazines, etc., are an excellent way for businesses to connect with their audience. TalkCentral will advertise its services in popular magazines and news dailies. Obtaining relevant placements in industry magazines and journals will also help in increasing brand visibility.
Pricing
The pricing of TalkCentral will be moderate and on par with competitors so clients feel they receive value when hiring our services.
Operations Plan
TalkCentral will utilize the following operations plan.
Operation Functions:
- Dave Harper will be the President of TalkCentral and will oversee the general operations of the company. To launch, he will need to hire the following staff:
- An Administrative Assistant to help with administrative functions.
- An Accountant who will manage all client invoicing, billing, and payables.
- A Human Resources Manager who will oversee all employee hiring, onboarding, payroll, retention, and benefits programs.
- A Marketing Manager to oversee all the marketing and promotional campaigns.
- Training Managers who will train the customer support staff.
- 50 customer support staff to provide our customer support and help desk services.
Download the Call Center business plan template (including a customizable financial model) to your computer here <–
Milestones:
TalkCentral will have the following milestones complete in the next six months:
- 6/1/202X – Finalize lease agreement for office space
- 7/1/202X – Office build out
- 8/1/202X – Hire and train essential staff
- 9/1/202X – Begin marketing campaign
- 10/1/202X – Launch TalkCentral
- 11/1/202X – Reach break even
Management Team
TalkCentral is founded by Dave Harper. Dave was previously a senior manager at one of the leading telecommunications companies in the country. Unfortunately, his company had a horrible reputation for untimely and unhelpful customer service. He found that the customer service team was inadequately trained and had a high turnover rate. This led to low customer satisfaction and retention scores. Since the company was slow to resolve these issues, Dave was inspired to create an inbound call center that would help provide quality customer support to similar companies.
As a former senior manager, Dave has extensive experience in the management and operations aspects of running a large, successful business. He will hire several staff to help him manage the administrative, marketing, accounting, and customer service functions of the company.
Financial Plan
Key Revenue & Costs
The key revenues for TalkCentral will come from charging our clients for our services.
The major cost drivers will include salaries, overhead, equipment purchasing and maintenance, and marketing expenses.
Funding Requirements and Use of Funds
TalkCentral is currently seeking $700,000 to launch. The funding will be dedicated to the office build out, equipment and supplies, overhead, marketing expenses, and working capital. The breakout of the funding is below:
- Office design/build: $250,000
- Equipment, technology, and supplies: $100,000
- Three months of overhead (rent, utilities, salaries): $200,000
- Marketing expenses: $100,000
- Working capital: $50,000
Download the Call Center business plan template (including a customizable financial model) to your computer here <–
Key Assumptions
The following outlines the key assumptions required in order to achieve the revenue and cost numbers in the financials and pay off the startup business loan.
- Number of clients:
- FY 1: 10
- FY 2: 20
- FY 3: 30
- FY 4: 40
- FY 5: 50
- Annual lease: $100,000
Financial Projections
Income Statement
| FY 1 | FY 2 | FY 3 | FY 4 | FY 5 | ||
|---|---|---|---|---|---|---|
| Revenues | ||||||
| Total Revenues | $360,000 | $793,728 | $875,006 | $964,606 | $1,063,382 | |
| Expenses & Costs | ||||||
| Cost of goods sold | $64,800 | $142,871 | $157,501 | $173,629 | $191,409 | |
| Lease | $50,000 | $51,250 | $52,531 | $53,845 | $55,191 | |
| Marketing | $10,000 | $8,000 | $8,000 | $8,000 | $8,000 | |
| Salaries | $157,015 | $214,030 | $235,968 | $247,766 | $260,155 | |
| Initial expenditure | $10,000 | $0 | $0 | $0 | $0 | |
| Total Expenses & Costs | $291,815 | $416,151 | $454,000 | $483,240 | $514,754 | |
| EBITDA | $68,185 | $377,577 | $421,005 | $481,366 | $548,628 | |
| Depreciation | $27,160 | $27,160 | $27,160 | $27,160 | $27,160 | |
| EBIT | $41,025 | $350,417 | $393,845 | $454,206 | $521,468 | |
| Interest | $23,462 | $20,529 | $17,596 | $14,664 | $11,731 | |
| PRETAX INCOME | $17,563 | $329,888 | $376,249 | $439,543 | $509,737 | |
| Net Operating Loss | $0 | $0 | $0 | $0 | $0 | |
| Use of Net Operating Loss | $0 | $0 | $0 | $0 | $0 | |
| Taxable Income | $17,563 | $329,888 | $376,249 | $439,543 | $509,737 | |
| Income Tax Expense | $6,147 | $115,461 | $131,687 | $153,840 | $178,408 | |
| NET INCOME | $11,416 | $214,427 | $244,562 | $285,703 | $331,329 |
Balance Sheet
| FY 1 | FY 2 | FY 3 | FY 4 | FY 5 | ||
|---|---|---|---|---|---|---|
| ASSETS | ||||||
| Cash | $154,257 | $348,760 | $573,195 | $838,550 | $1,149,286 | |
| Accounts receivable | $0 | $0 | $0 | $0 | $0 | |
| Inventory | $30,000 | $33,072 | $36,459 | $40,192 | $44,308 | |
| Total Current Assets | $184,257 | $381,832 | $609,654 | $878,742 | $1,193,594 | |
| Fixed assets | $180,950 | $180,950 | $180,950 | $180,950 | $180,950 | |
| Depreciation | $27,160 | $54,320 | $81,480 | $108,640 | $135,800 | |
| Net fixed assets | $153,790 | $126,630 | $99,470 | $72,310 | $45,150 | |
| TOTAL ASSETS | $338,047 | $508,462 | $709,124 | $951,052 | $1,238,744 | |
| LIABILITIES & EQUITY | ||||||
| Debt | $315,831 | $270,713 | $225,594 | $180,475 | $135,356 | |
| Accounts payable | $10,800 | $11,906 | $13,125 | $14,469 | $15,951 | |
| Total Liability | $326,631 | $282,618 | $238,719 | $194,944 | $151,307 | |
| Share Capital | $0 | $0 | $0 | $0 | $0 | |
| Retained earnings | $11,416 | $225,843 | $470,405 | $756,108 | $1,087,437 | |
| Total Equity | $11,416 | $225,843 | $470,405 | $756,108 | $1,087,437 | |
| TOTAL LIABILITIES & EQUITY | $338,047 | $508,462 | $709,124 | $951,052 | $1,238,744 |
Cash Flow Statement
| FY 1 | FY 2 | FY 3 | FY 4 | FY 5 | ||
|---|---|---|---|---|---|---|
| CASH FLOW FROM OPERATIONS | ||||||
| Net Income (Loss) | $11,416 | $214,427 | $244,562 | $285,703 | $331,329 | |
| Change in working capital | ($19,200) | ($1,966) | ($2,167) | ($2,389) | ($2,634) | |
| Depreciation | $27,160 | $27,160 | $27,160 | $27,160 | $27,160 | |
| Net Cash Flow from Operations | $19,376 | $239,621 | $269,554 | $310,473 | $355,855 | |
| CASH FLOW FROM INVESTMENTS | ||||||
| Investment | ($180,950) | $0 | $0 | $0 | $0 | |
| Net Cash Flow from Investments | ($180,950) | $0 | $0 | $0 | $0 | |
| CASH FLOW FROM FINANCING | ||||||
| Cash from equity | $0 | $0 | $0 | $0 | $0 | |
| Cash from debt | $315,831 | ($45,119) | ($45,119) | ($45,119) | ($45,119) | |
| Net Cash Flow from Financing | $315,831 | ($45,119) | ($45,119) | ($45,119) | ($45,119) | |
| Net Cash Flow | $154,257 | $194,502 | $224,436 | $265,355 | $310,736 | |
| Cash at Beginning of Period | $0 | $154,257 | $348,760 | $573,195 | $838,550 | |
| Cash at End of Period | $154,257 | $348,760 | $573,195 | $838,550 | $1,149,286 |
Call Center Business Plan FAQs
What Is a Call Center Business Plan?
A call center business plan is a plan to start and/or grow your call center business. Among other things, it outlines your business concept, identifies your target customers, presents your marketing plan and details your financial projections.
You can easily complete your Call Center business plan using our Call Center Business Plan Template here.
What are the Main Types of Call Center Businesses?Â
There are a number of different kinds of call center businesses, some examples include: Inbound Call Center, Outbound Call Center, and Automated Call Centers.
How Do You Get Funding for Your Call Center Business Plan?
Call Center businesses are often funded through small business loans. Personal savings, credit card financing and angel investors are also popular forms of funding.
What are the Steps To Start a Call Center Business?
Starting a call center business can be an exciting endeavor. Having a clear roadmap of the steps to start a business will help you stay focused on your goals and get started faster.
1. Develop A Call Center Business Plan - The first step in starting a business is to create a detailed call center business plan that outlines all aspects of the venture. This should include potential market size and target customers, the services or products you will offer, pricing strategies and a detailed financial forecast.Â
2. Choose Your Legal Structure - It's important to select an appropriate legal entity for your call center business. This could be a limited liability company (LLC), corporation, partnership, or sole proprietorship. Each type has its own benefits and drawbacks so it’s important to do research and choose wisely so that your call center business is in compliance with local laws.
3. Register Your Call Center Business - Once you have chosen a legal structure, the next step is to register your call center business with the government or state where you’re operating from. This includes obtaining licenses and permits as required by federal, state, and local laws.
4. Identify Financing Options - It’s likely that you’ll need some capital to start your call center business, so take some time to identify what financing options are available such as bank loans, investor funding, grants, or crowdfunding platforms.
5. Choose a Location - Whether you plan on operating out of a physical location or not, you should always have an idea of where you’ll be based should it become necessary in the future as well as what kind of space would be suitable for your operations.
6. Hire Employees - There are several ways to find qualified employees including job boards like LinkedIn or Indeed as well as hiring agencies if needed – depending on what type of employees you need it might also be more effective to reach out directly through networking events.
7. Acquire Necessary Call Center Equipment & Supplies - In order to start your call center business, you'll need to purchase all of the necessary equipment and supplies to run a successful operation.
8. Market & Promote Your Business - Once you have all the necessary pieces in place, it’s time to start promoting and marketing your call center business. This includes creating a website, utilizing social media platforms like Facebook or Twitter, and having an effective Search Engine Optimization (SEO) strategy. You should also consider traditional marketing techniques such as radio or print advertising.Â
Learn more about how to start a successful call center business: