Download - Blue star call center case study Final
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