BLUE STAR CO.Call Center Agency“Case Study”

Group C:• Adel Ahmed• Esraa Younis• Khaled Tarek• Islam Al Attar• Mohamed Diab• Noha Adel• Omar Ashraf

Vision & Mission

VISION:To be one of the leading companies in sales, CS in Egypt

MISSION:Provide a unique sales and CS experience for both customers and agents.

Core Values

• Equality• Develop our people• Pursue excellence• Grow Profitably

PEST Analysis

• Political:• Political situation• Taxation system• Government changes• Renting policies

• Economic:• Unemployment rate• Foreign currency exchange rate• Inflation rate

• Social:• Working hours • Age range• Employees attitude • Education Level

• Technological:• Internet Speed, access and stability• R & D activity• Automation process

Name Market ShareCGS 30%

UTOPIA 10%Yearly Revenue growth

CGS 5%UTOPIA 1.30%

Major strength· Perfect location

· High salaries· Door to door transportation for females

· Good environment· The lowest % of turnovers in the market

Weakness· Big % of undergrads and unexperienced

· Low benefits

Major strength· Perfect location

· Highest salaries in the market· Low taxation “ less than 5 years company”

WeaknessHigh % of turnoversNo other benefits

weak calibers on the phoneGrowth opportunities

· Will move to a new building within 2 years· Expand to 650 seats in 2015

Expand to 200 seats in 2015invest in HR, recrutitment and training

Competitors analysis

CGS

UTOPIA

CGS

UTOPIA

Supplier power analysisCost of leads " High"

Cost of providing lists " High"diversification in leads and availibility whenever needed " High"

Buyer power analysisCS availbility on the phone " High"

Good CS service effect " High"CS loyality " Medium"

Prices effect " Low"

Threat of a new entryMarket availbility for other companies to operate "Low"

Cost of entry " High"Access to databases with Age and insurance specif. "Low"

Porter Forces

Final Verdict

HIGH •Competitors •Suppliers

LOW •Buyers •New entry

SWOT ANALYSIS STRENGTH 1- High percentage of youth welling to develope and learn 2- Good salaries 3- Good bonuses 4- Equal enrvironment

Weakness 1- Far location 2- no transportation 3- weak IT infrastructure 4- High TELECO cost

Opportunities 1- High chance of expansion and have more clients 2- Taxation system for first 5 years 3- US pharmacy and medical market changes 4- New insurance policies. 5- New indian TELECO. companies provides services with lower prices

Threats 1- New US governmental insurance regulations 2- big competitors controls most of the market share 3- Local TELECO companies regulations for abandon rate 4- Advertisment impact on american seniors provided a wrong image on all Medical providers 5- Higher Difficulties of getting the insurance info from PTs.

TWOS ANALYSIS

SO Recruite more people to have more chance of acquiring more clients

ST 1- Having a back up telephony system using the advantage of the new indian softwares 2- increase agents soft and sales skills to overcome CS's concerns regarding releasing their info over the phone

WO Decrease TELECO cost by acquiring new telephony system

WT Revisit the IT infrastructre and TELECO cost

Goals & Objectives

1. Reach net profit of 20% • Decrease the overhead cost “IT, facilities, etc.” – 1st year• Reducing TELECO cost with 3% in first year• Increase sales targets quarterly• Change the commission structure quarterly

2. Expand to 200 seats • Increase customer satisfaction to 99% - 2 years• Measure and increase client satisfaction to 99% - 3 years• Acquire another floor first 4 years

Goals & Objectives (continue…)

3. Have 3 different marketing and sales clients1. Acquire ISO 9001 certificate 2 years2. Open business development department 4 years

4. Provide different managerial training and courses for agents to enhance their skills

1. Provide COPC training to agents and managers 2. Increase training department budget with 10%

Corporate strategy

• As it’s a start-up company, so the corporate strategy will be Growth Strategy• Within the next 5 years the company will own its own supplier.

Business Strategy

• For the time being the company is “stuck in the middle” because our business still in its first step, but we don’t intend to be stuck forever, the previews strategy that we planed will make the company having a big edge over the market and that put us in the FOCUS level

Function strategyHR Strategy

•Recruiting and selection function:• Geared towards fulfilling the company's Manpower requirements

with the best available caliber of experienced staff as well as young graduates to ensure the delivery of the business plan.

•Attracting candidate process:• Employment Fairs.• Career Web-sites.• Internal referrals.

.

Function strategyHR Strategy

•Screening Process:• CVs screening.• Testing.• Interviews.

•Allocating process:• Packages offering• Hiring Positioning

Function strategyHR Strategy

•Training team function:• Geared towards developing Blue Star staff through providing

qualified training and tools to enhance their performance thus achieve the business objectives and grow within the organization.

•Orientation:• Orienting the new employees is an important step in the hiring

process for new employees that which prepares new hires for their roles, also it’s important in building loyalty between the company and its employees.

Function strategyHR Strategy

•Compliance Training:• This training assures employees know how certain situations are

handled. Policies and procedures are outlined, and the consequences are clearly spelled out. Offering this type of training puts employees on alert, and helps the company avoid costly lawsuits.

Sample of Training Programs:• Soft skills training.• Managerial training.• Technical training.

Function strategyHR Strategy

•Compensation & Benefits Functions:• Compensation and Benefits play the role of the HR Controlling,

setting the rules and procedures around the salaries, variable pay and benefits.• Compensation & Benefits responsibilities:• Staff salary and payroll.• Personnel Records& Documents.• Staff vacations.

President

Accounting

Finance director

Project management

support

Financial accountant

Accounts payable

Accounts Receivable

Credit control

Treasurer Management Accountant

Cost Accountant

Sales and Marketing

Lead generation

Advertising

Public Relations

Referrals

Lead Conversion

Sales

Nurturing

Transaction

Customer service

Loyalty

Community

Referrals

Human Resources

Training

Recruiting

Compensation and benefits

Vice President

Organizational Structure

Challenges & Implementation

• After assigning responsibilities of the tasks and the processes to the individual teams and establishing cross functional teams. We faced many implementation challenges :

1. Continuous work overload as the top managers assigning a lot of tasks to the subordinates which needs more time to do it which negatively impacted our quality

2. Insufficient reward for the staff which made them demotivated because the top managers are seeking high profit and reducing costs over employees rewards.

3. Lake of control as many processes needs to be revised as some grey areas appeared after implementation and need to create a new dept. for monitoring and controlling

4. Change to handle challenges5. Decreasing our net profit goal to be 15% instead of 20% which will affect the

reward system and diversified the rewards tangible and nontangible rewards and find suitable budget for the new dept. of the monitoring.

Monitoring and Evaluation

•Balance score card•KPI’S for the CSRs, and sales agents

Financial: what should we do to succeed financially, also what method should we adapt to satisfy our shareholders.

Internal Process: to satisfy our shareholders and customer’s needs, and what business process should we excel to achieve this.

Learning and Growth: to achieve our vision how will we sustain our ability to change and improve, and how oriented are our employees on customer satisfaction.

Customer: to achieve our vision and mission how should we appear to our customer and well we treat them

Balance Score Card

KPI’S for the CSRs, and Sales Agents

Final conclusion

• We except to have rapid growth in the first 5 years based on the following: • Making sure all layers are following the company vision and mission • Observing the market and avoiding threats and enhance strength points• Focusing on efficiency and getting the best out of the current resources and

circumstances, • Focusing on quantity and quality

Thank You