Introduction
VashonSolicitationServices’ mission is providing 24 hour, high quality call centre services to clients. We offer a service that allows our clients to have the most effective communication with their customers. We offer both B2B services and B2C services, including outbound and inbound calls. Our customer support team is well-trained and dedicated. They are capable of providing excellent services in a timely manner and at a cost-effective price.
VSS has the staff to help you with your customer service needs.
The Company
VSS will be a limited liability partnership registered in the state of Delaware for tax purposes. Its founder, Mr. Martin Gibbs, was previously a telemarketing chief with Medfone, Inc.. Mr. Gibbs brought together a highly regarded group of customer relations and telemarketing specialists, each with a combined 35-years of experience in this area.
The company currently has only a small number of private investors. They do not plan on going public. The company has its main offices in Gig Harbor, Washington. These facilities include conference rooms, offices, and a telephone center. The company expects to begin offering services in June of Year 1.
The Services
Vashon provides a variety of call center services, including outbound and inbound calls. We provide bilingual services both in spanish or english. We can meet the following common requirements:
- Generate sales leads
- Make appointments
- Market research
- Surveys (including analysis of statistical data and political surveys).
- First level help desk
- Information about databases or mailing lists
- Business development
- Point-of-sale product promotion
- Invitations to seminar or conference
VSS is not a telecom company and we don’t create marketing campaigns for clients. Many companies want to create their own marketing campaigns, as they have experienced marketing staff with extensive contacts in the industry.
The Market
Telemarketing is an industry that is growing with companies experiencing between 6.5% to 8% annual growth. This is due to businesses that are becoming increasingly aware of the need for market information and the desire to reduce customer turnover rates in a hard hit economy. The industry is witnessing a growing trend of clients opting to outsource telemarketing functions rather than building this infrastructure in-house. VSS has a unique opportunity here. VSS is not expecting this high growth rate to continue, however, the long-term growth rates for this industry have shown a cyclical pattern.
VSS will enter two market segments. The first is the medical services sector. They have a high demand for constant contact with patients. We will also serve as a first-level help desk to a few small high-tech firms and may take on short-term assignments such as surveys for small clients.
Financial Considerations
Start-up assets required are shown in the tables accompanying the Start-up Summary topic. This includes expenses and the cash needed to support operations until revenues reach an acceptable level. Most of the company’s liabilities will come from outside private investors and management investment, however, we have obtained current borrowing from Bank of America Commercial Investments, the principal to be paid off in two years. Charter Bank of Tillamook is offering a long-term mortgage that will be repaid in ten. We also have a line of credit from Viking Bank that we can draw upon if need be.
The company anticipates that it will be profitable by year two. It does not expect any serious cash flow problems. Our conservative estimate is that the company will achieve profitability within three years with three to four ongoing contracts per year.
1.1 Keys to Success
Vashon’s key to profitability and long-term survival are:
- You can create long-term contracts which require constant monitoring and on-call services.
- Maintaining close contact with clients, and building a strong long-term relationship with them, will help you generate repeat business and build a stellar reputation.
1.2 Mission
VSS has the mission to provide top-quality call center services 24/24 that give our clients the best chance of communicating with customers. Both B2B- and B2C service are available, with both inbound or outbound calls. We have a highly skilled and trained team of customer support specialists who are able provide outstanding services that are both timely and cost-effective.
VSS can help you with any of your customer relations needs, such as taking orders, quantifying sales leads or responding to ad inquires, market research, general information requests, and more.
1.3 Objectives
The three year goals for Vashon Solicitation Services LLC (VSS) are:
- By year two, break-even is achieved.
- You should establish long-term relationships with at least four customers
- To build long-lasting relationships with clients and encourage word of mouth marketing, we must achieve a minimum 95% customer satisfaction rate
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