Investment Opportunities Map. Call Center

Transcription

1 Investment Opportunities Map Jordan Investment Board Call Center IT Sector Project Profile MMIS Management Consultants December 2004 PO Box 7976 Amman Jordan Tel: Fax: info@mmis.net

2 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P. 1 The Project at a Glance Project Name Call Center Project Service Capacity 100 Participants Manpower 27 Total Investment Cost US$381,000 Initial Working Capital US$48,000 Internal Rate of Return (IRR) 27% Breakeven Point 62% of capacity

3 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P. 2 Call Center Project 1. Introduction 1.1 Project Description A call center is an umbrella term that refers to reservation centers, helpdesks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. Usually, this service refers to a sophisticated voice operations environment that provides a full range of high volume, inbound or outbound call handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing services, interactive voice response and web-based services. A call center should not be viewed as a necessary support mechanism but rather as a full fledged channel for aiding customers in maximizing their interactions with the associated business. The call center requirements are envisaged to include: - Call center ACD/Switch - CTI software - Call center agent application (Telephone, web and fax enabled) - Headsets - Agent workstations - Fax, and telephone integration - Hardware including services, PABX - Agent scheduling software - Voice recording Additional functionality that can be integrated as needed including: - CRM software - VoIP

4 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P. 3 - Voice recognition - Data analysis and mining software Note: Call center applications are continuously changing. Currently, numerous applications include switching and ACD functionality, which eliminates the need for certain hardware. Moreover, today s supervisory staff with little technical knowledge can manage the majority of available applications. 1.2 Potential Clients: The following groups represent the project s potential clients: - Telecommunication companies - Banks and financial enterprises - Ministries and Governmental institutions - Universities and colleges - Hospitals and hotels - Airlines and tourism agencies - Large companies and others 2. Market Aspects 2.1 Local Demand In 2004, the local demand have been generated by the following major clients: Table (1) Major Call Center Potential Clients (2004) Client Type Number Banks 24 Universities 18 Telecom Co. & ISPs 10 Hotels ( Star ) 39 Private Hospitals 56 Ministries 25 Total 172

5 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P. 4 When considering other large companies like airlines, tourism agencies etc., the number of potential clients will increase to about 200 companies. 2.2 Competition Currently, there are very few local and regional competitors for the services of this project. 2.3 Project Advantages The project will have the following advantages: - Many banks are thinking of establishing call centers within their operations or outsource the service. - Hotels are in need for the services of such a project. - Ministries and governmental institutions need to have call center services as part of the requirements of the e-government project. - Universities require call centers to add value to their services. - Hospitals are willing to invest in such a project to enhance customer satisfaction. 2.4 Project Forecasted Revenues The project revenues will be generated from the annual fees paid by the different users of the call center services, including banks, hospitals, government institutions, etc. The forecasted annual fee is expected to be US$5,000 per client. The number of clients registered with the project is expected to reach 100 in the third year of the project. The following table indicate the demand and revenue developments of the project in the first three years of operations. Table (2) Forecasted Revenues Year Participants US$ 250, , ,000

6 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P Technical Aspects 3.1 Project Location The project is proposed to be located within Amman area due to the following reasons: Most of the major project clients including Banks, hospitals, ministries, hotels etc, are located within Amman area. Availability of all the different services and facilities that are needed by the project. 3.2 Manpower The manpower requirements of the project are as follows: Management : 5 Skilled: 7 Semi-skilled: Land & Building The building area required for the project is estimated at about 600 m 2. The area required is office type and will be rented against an annual fee. 3.4 Inputs & Consumables The consumables required by the project are stationary and IT equipment consumables.

7 Jordan Investment Board / Investment Opportunities Map / Call Center Project (IT Sector) P Financial Aspects 4.1 Project Investment Cost The following table demonstrates the required investment cost. Table (3) Total Investment Cost Item US$ Equipment & Software 250,000 Transportation Vehicles 25,000 Sub- Total ( Fixed Assets ) 275,000 Contingency, 10% 28,000 Pre Operating Expenses 30,000 Initial Working Capital 48,000 Total Investment Cost 381, Financial Indicators The following are the project financial indicators: ROI = 28.5% IRR = 27% NPV = US$335,000 BEP = 62% of capacity Payback Period = 4 Years