BPO Business

1. IT Enabled Services - Business Plan
Business Entity: Nortica ITES
Headquarter: Tallinn, Estonia, EU
Prepared By- Kaushik
For the course of CB-002

2.  We provide turnkey solutions to all the industries who
outsources their support activities (for cost
effectiveness) to concentrate more on their core
business like Healthcare, Telecom, General Insurance,
Banking, HR, Payroll Processing, Accounts receivables,
Retail, Communications, Financial services and many
more.
 Our range of services includes Document
Management, Customer Help Desk, Contact Center
Solution, Collections, Coding, Outbound Support, Back
Office Support, Software Solutions and more.
Nortica ITES

3. Management context analysis
Context analysis is a method used to analyze the internal ecosystem in which an business operates.
The resolution of this breakdown is to make sure a venture is up-to-date by all of the background
factors that might touch its execution and sustainability.
Here in this institution we have considered the External and Internal Context for this analysis.
After analyzing the PESTLE & Market factors we have come in a point to specify the location needs of
this organization. After that we have considered the internal company objectives & capacity to
develop the standard operating procedure for this.
 Here in this institution, there will be some different teams primarily operation site would be
Tallinn, Parnu Mnt. One team will lead the business development part another team will be
responsible for overall operational activities. Besides this there will be some support lines like IT,
Administration and HRM.
 According to the business demand this combination will be re-modified time to time and may
introduce other teams as dynamically.

4. Business Objectives:
 Reach break-even by first year
 Inaugurate long-term contracts with
at least four clienteles in first year
 Form minimum 99% customer
satisfaction rate to system long-term
dealings with our clienteles and
create word of mouth promotion, so
that at least 40% of our client base is
recurrence business.
 To make available the best service
accessible to the community at an
reasonable price from the very
beginning
 Establishing a brand identity and
generating brand recognition
through marketing in some business
forum through the year.

5. Mission
 Being the market leader within next 5 years in this sector in Estonia and of course
create Nortica ITES as a brand so that this business can play a vital role to this
ongoing technological race.
 To set an image so that the purchasers select us for their users, employees feel
proud as well investors feel secure to invest and live long.

6. Scope of Services
 Voice Processes:
 » Customer Service
 » Retention / Cancellations
 » Tele-Sales
 » Order Taking
 » Appointment Setting
 » Lead Generation
 » L0 / L1 / L2 Technical Support
 » Infomercials
 » Direct Response
 » Customer Loyalty Programs
 » Call Quality Audit Program
 » Market Research & Surveys
 Non- Voice Processes:
 » Order Processing
 » Billing
 » Transcription
 » Customer Service - Email / Chat based
 » Technical Support - Email / Chat based

7. Market Segmentation
Business
Processes
•Inbound &
Outbound
•Generate
sales leads
•Set
appointments
•Market
research
•Data Entry
Services
•Seminar and
conference
invitations

8. USP (Unique Selling Point) of Nortica
At Nortica ITES, we focus on given that business-centric brilliances to clients over and
done with various domains expertise and advanced technologies which confirm the
best consequences.
 Listed benefits will be gained by the clients:
 Scalable solutions
 Smooth, efficient and predictable functioning operations with no unanticipated events
 Improved process management and effectiveness
 Reoriented operations that are based on changes in business focus and strategy

9. Transparency and efficiency: our keywords
 Reduced risk and improved quality
 High yields on investments
 Reduced operating cost and time
 Boosted productivity of agents
 Business Process Management
 Amplified client satisfaction
 Approach towards business:
 Service based approach
 Process flow
 Transition management
 Technology

10. Sales Strategy
 Nortica will be focusing on
leveraging its employee's established
reputations and contacts in the
telemarketing industry to generate
contracts. We also understand that
we may need to lower costs in our
first couple of years in order to
attract new customers and close
deals.
 Besides this, we have some contacts
in Philippines, Bangladesh, UK, USA
and Indian Market which will help us
to make close deal based on
commission.

11. Sales Forecast
 Sales are based on the various indenture projects we antedate gaining in the
several market fragments. Returns are based on average costs per
project/contract based on expected time and involvedness of contract desirable
and unrevealed profit margin. The company does not have any significant direct
costs of deals.

12. Financial Plan
 Our financial plan forestalls one year of negative profits as we gain sales
volume. We have budgeted enough investment to cover these losses and have
an additional credit line available if sales do not match predictions.

13. Important Assumptions of Financial
Analysis
Plan Month Year -1
Current Interest Rate 7.00%
Long-term Interest Rate 14.00%
Tax Rate 30.00%
Other 0
Primary Investments Amount
Office Rent & Contact € 1,080.00
Office Set-up & IT Set-up € 8,680.00
Salary of Employee (One Month) € 2,750.00
Grand Total € 12,510.00

14. Break-even Analysis
 Our break-even analysis is based on the assumptions that our gross margin
is approximately 100%. In other words, we will have insignificant direct cost
of sales. Since each contract will be of different scope, length, and
complexity, it is difficult to assign and average per unit revenue figure.
However, it is conservatively believed that during the first three years,
average profitability per month per segment will be moderate. This is
because we will be dealing with smaller companies at first that have smaller
contracts. We expect that about three ongoing contracts per month will
guarantee a break-even point.

15. Demo Work:
https://www.youtube.com/watch?v=9oC_wvQkwW8
 Business Category:
 STANDARDIZED COMPANY
 Legal form: Private Limited Company
(osaühing or OÜ)
 Paid-in minimum capital requirement:
EUR 2,500
 City: Tallinn
 Why Estonia:
 http://www.doingbusiness.org/data/e
xploreeconomies/estonia/starting-a-
business/

16. Responsibility Description of Manager
 Think Strategic
 Big Picture Perspective:
• Understands the process & functions vision & has the ability to translate the same to the team
• Demonstrates an understanding of the impact of team's performance on process/project
objectives
• Reviews own actions against the process objectives
• Identifies long term issues, problems or opportunities for the team
 Business Acumen:
• Appreciates the inter-dependencies between teams/functions
• Suggests solutions based on inferences from the data
• Demonstrates expertise in functional knowledge
• Demonstrates functional expertise to coach/mentor peers/team members

17. Drive Results
 Accountability:
• Analyzing team performance; identifying plans for improvements; and
maintaining a track of the same.
• Implementation and familiarization of IT Policies and processes
• Conduct One on One to improve performance
 Problem Solving & Decision making:
• Is able to identify problems and take decisions independently
• Provides solutions to individual and organizational problems
• Address disciplinary issues and conflicts, advise business owners on the
right process while handling such issues
• Effective implementation of Corrective Action Policy
• Be an expert counselor
 Planning & Organizing:
• Sets tasks and activities in order of importance
• Comes out with new ideas for process improvements to
enhance employee engagement
• Responsible for preparation of process budget and
manpower.
• Follow up on skip level actionable to closure
• Manages the Rewards & recognition program to improve
engagement
 Directing & Monitoring:
• Setting realistic targets, monitoring & taking corrective steps
for the team
• Ensure all IT policies and procedures are implemented
consistently and fairly
• Reviewing all trackers, dashboards regularly

18. Partner with Customers
 Relationship Building:
• Coordinating with the business heads on
updating any process related change that
might impact employees and then
effectively implementing
• Driving Career progression mechanism for
employees through IJPs and internal
transfers
 Passion for excellence:
• Suggesting various practices to improve IT
performance and optimization
• Giving appropriate advice to business
leaders for cost reduction and increase of
uptime
 . Lead People
• Managing Self
• Identify and participate in training /
developmental programs
• Assumes responsibility for work activities
and coordinating efforts

19. Stirring others & Running teams
Transition Planning:
 Approachable and supportive
towards the team. Also should have
the ability to motivate the team in
the right direction to achieve the
targets
 Works with Cross-Functional Teams
to ensure that both internal and
external customers needs are met.
 Coaches and mentors team members
and other employees
 Interview candidates to ensure
quality of Hire.
 Conducting performance appraisals
 Identify key people and mentor
leaders
 Conducting team reviews, submitting
progress reports of the team to the
stake holders

20. Designed Motivation Process for the
employees':
 Happy work force = happy customers
 A positive attitude
 The right tools and skills for the job
 Keep things fresh
 Small ‘quick fix’ prizes
 Training is always good, it keeps people up
to date and focused on the job
 Offer a nice clean working environment
 We all like to be rewarded or praised for
doing it well
 Use both sides of the brain
 Positive immediate consequences
 A team huddle at the start of the shift
 Rewards to share with the family
 Regular review sessions
 Introduce color in the work space
 Need fix-up & Exploring Ways to Fulfill the
Need
 Consequence Management

21. Key Performance Indicators:
 KPIs for Agent Level Employees
 Average Speed of Answer
 Average Handle Time
 Average After Call Work Time
 First Call Resolution
 Customer Satisfaction
 Occupancy Rate
 Agent Absenteeism
 KPIs for Leadership Level Employees:
 Service Level
 Agent Turnover Rate
 Workforce Management
 Forecast Accuracy
 Hygiene Factors
 Agent Satisfaction Rate

22. Expected Leaders in this company:
 Strong Language and Communication Skills
 Competence
 Thirst for success
 Keep calm and have Patience
 Reliability
 End to end Visibility
 Strategic
 Empathetic
 Attitude to prove own capability, confident in any situation

23. Organizational Communication Process:
Email
Regular
Communication
Verbal
Email
Product &
Process Update
Verbal
Email Hierarchy wise
Text &
Voice
Formal
Meeting
Client
Communication
Email

24. Organizational Structure:

25. Office Design:

26. Thank you for your valuable time.

27.  For further asking:
 Estonian Entrepreneurship University of Applied Sciences
 +37256305319
 Saha_Kaushik@hotmail.com