BUSINESS MODEL

CUSTOMER SERVICE: CALL ON DUTY

GROUP 1 – BSBA-2, BLK-1| ENTREPRENURIAL MANAGEMNET | December 02, 2021

1. Business Concept

MISSION STATEMENT

It is the mission of Call on Duty to provide clients with top quality call center services 24 hours-a-
day. A service that provides our clients with the greatest chance of communicating with their
end customers. We do B2B (Business to Business) and B2C (Business to Customer) Services
including both inbound and outbound calls. We have a dedicated and well-trained customer
support specialist who are able to consistently provide excellent services delivered in a timely
and cost-effective manner with their needs with regards to Structural Building Materials used
for Construction.

KEY VALUES TO THE BUSINESS

-The Key Values we would like to bring is to maintain Integrity, Loyalty and Accountability to our
clients and build Trust, Honesty and Respect towards our client and employees. From our
customers view point, we want to build loyalty and trust and establish commitment to our dead
valued customer.

KEY OBJECTIVES

• Our Goal is to quantify our sales leads, taking orders, responding to ad inquiries, market
research, or general information requests, Call on Duty has the people with the
expertise to professionally service your needs.
• Call On Duty to long-term survivability and profitability are:
• Create long-term contracts that demand constant monitoring or on-call services.
• Keeping close contact with clients and establishing a well-functioning long-term
relationship with them to generate repeat business and obtain a top-notch reputation.
• Establish a comprehensive service experience for our clients that includes consultation,
progress reports and post-program feedback.

KEY GOALS

The three-year goals for CALL ON DUTY are:

1.Achieve break-even by year two.
2.Establish long-term contracts with at least Five clients.
3.Establish minimum 95% customer satisfaction rate to form long-term
relationships
with our clients and create word of mouth marketing.

PAGE 1
2. The Value Proposition

Based on industry research, why is this an opportunity?

Delivering of service could have certain strengths and opportunity to build more customer
loyalty. Call on Duty gives an opportunity of making things easy for customer to avail
emergency help in things and service they needed. Somethings are needed to be fixed twice
and some assistances are not only needed once. So, when customer required the service of
the same company we call on or the person we send to them, the customer behavior only
state that they have assurance and have gain loyalty to the service. Sometimes sticking with
the same company/person/professionals who gives service gives them assurance and
customer most likely don’t like to explore more.

According to Zendesk’s (an American company headquartered in San Francisco, California. It

provides software-as-a-service products related to customer support, sales, and other
customer communications) in 2021 Customer Experience Trends Report, customers care
most about:

1. Quick resolutions

2. Helpful and empathetic agents

3. 24/7 support

4. Being able to use preferred channels

5. Proactive support

77% of customers say they're more loyal to businesses that offer top-notch service. Thus,
this model strives to provide the best option and fast delivery of services needed as
possible. These days they want more from their interactions with support agents. In fact,
empathy, the biggest growth area, now matters just as much as a team that's available
around the clock.

Customer service trends 2021 (https://www.zendesk.com/blog/customer-service-trends/)

After a volatile year, one thing is certain: customer service matters more than ever before.
Here are the seven customer service trends that are helping companies up their support
game through 2021 and beyond:

✓ Customer service becomes the brand

✓ Speed up your digital timeline
✓ Customers expect companies to lead with their values
✓ The rise of messaging
✓ Automation improves experiences for customers and agents
✓ Emphasis on agility
✓ The data transparency advantage

PAGE 2
 What are the more focused localized trends that tie into industry trends above?

Customers expect companies to lead with their values

As a global pandemic transformed the way we live, collaborate, and connect, economic and
social disruptions also forced customers to reexamine their values, and what they expect
from the companies they do business with. It’s not enough for companies to simply provide
fast, convenient service. Now, more than ever before, companies must connect with their
customers on the issues they care about:
✓ 63% of customers want to buy from socially responsible companies
✓ 54% want to buy from companies that prioritize diversity, equity, and inclusion in
their communities and workplaces
✓ 49% want to talk to an empathetic customer service agent
Thus, this model supports the macro trends in customer service. By taking the time to better
understand the customers, the company will get a better sense of the issues that matter
most to them. COD will ensure that the clients will feel valued by providing helpful,
comprehensive and personable service to them.

What "pain" in the market does the business address?

This model might be confusing for the start, some might think it’s just similar to any
business that offers delivery or this is just another call center that will be launch in the
market. Today, many businesses have already indulged in delivery as part of their
company/business function, but as we say, this model offers deliveries of services instead of
product. But see to it that today, the world has come to technology based. Companies might
be same in some way but for instance, a company couldn’t have proper IT department, the
system/website would likely to crash from time to time unable to take the customer
purchase. Companies/ business need to adapt and evolve constantly as the world
continuous its rotation. Without a proper research and development, the business would
likely to fail and fall behind its step to the next level.

So, with that saying, there are various of hindrance our business model will encounter as its
competitors could be highly advance in any aspects and we are just starting to the bottom.
There could be more problem not just the advantage or not being likely to keep up with the
other business, but like having pain points in financial, productivity, process and support.
But being able to view the customer pain points in these categories, it allows us to start
thinking about how to position the company or service as a solution to the prospects’
problems, and what is needed to keep them happy.

PAGE 3
3. Target Market (1 page max)

Who are they?

Call on Duty tends to help those clients who are unbale to do such hard work on
such specific situation. The objective of our model is to supply all types of services that
every individual in the country requires, which implies that our model can help all
people in the country who require expertise that they cannot provide themselves. The
purpose of this concept was to supply the individuals serving with everything they
needed at any given time. The employee families and other individuals who have a
trouble completing such hard work were the most prominent targets of this concept.

Why are they your target?

Every customer's target and potential who is unable to complete such difficult
tasks is taken by Call on Duty. With this model, all group of ages was targeted.
This model will contain technology when it comes to requesting services, or they can call
by phone and be guided by our call center professionals. This model can reach
customers in any region of the country anytime they require assistance.

What are the key attributes that drive their decision to purchase to our services?
One of the aspects of this model's scope is for individuals who are in an emergency
situation. Like doing things that they are not capable of.

Who are your main competitors and how well do they address customer preferences
above?
Call on duty may be a difficult model to arrange and give timely services, but that
will be our advantage when it comes to having a competition, but for the time being, we
are just having this type of model. This concept can be handy for any type of person at
any moment because they are able to effortlessly make things happen with us.

PAGE 4
4. The Communication and Distribution Channels (1 page max)

Where do your customer get their information to make a purchase decision?

The stages of the buyer decision process are the recognition of the problem, the search for
information, an evaluation of all available alternatives, the selection of the final product and its
supplier (of course services are included) and then ultimately the post-purchase evaluation.

If you work in sales or marketing, make more of an impact by putting yourself in the
customer’s shoes and reviewing the steps in the consumer decision-making process.

The consumer decision process is composed of problem recognition, search, evaluation, and
purchase decision. Post-purchase behaviors is the result of satisfaction or dissatisfaction that
the consumption provides. The buying process starts when the customer identifies a need or
problem or when a need arises

What form do they prefer this information in?

- Before you consult with a tax advisor or consultant you may want to do some research
yourself. One of your first decisions as a business owner is what form of business you choose.
This decision is very important because it can affect how much you pay in taxes, the amount of
paperwork your business is required to do, the personal liability you face and your ability to
borrow money. Business formation is controlled by the law of the state where your business is
organized.

How do they want you to get the product or service to them?

- Marketing is more than just an advertising campaign; it should result in revenue for your
business. Understanding the different ways to promote your product or service can help
you make the right choice for your business.

Use reality to alter perception. For example, our "new cookies" taste the same as what you are
currently eating, but they have 50 percent fewer calories and contain no fat. Clearly, the
subjective factor here is taste; and taste is a matter of personal opinion.

PAGE 5
5. The Relationships Established with Clients

How important is customer service in the business?

Customer service may seem like a straightforward aspect of any business, but many complex
decisions go into how a company provides customer service to its customer. Customer service
interactions offer a great way to maintain communication with customers and build lasting
business relationships.

To create a long-lasting client relationship, COD will establish the following:

• An open, consistent lines of communication with the client. Offer them multiple ways to
get in touch with the business, such as a cell phone number, office phone number and
email address.
• Establish regular communication to assess the project and answer any questions. COD
are available to speak with the clients to show them that we care about our customer.
Customer service is hugely important in the business because it provides an opportunity for
customers to give feedback and ask questions about purchases, they make. This only means that
customer service interactions are typically more personal and offering effective customer
service can help customer feel appreciated and might prompt them to return to the business
and make more purchases of service in the future.
Do we need to deal with each customer on a personal basis?

Our client may have requests or suggestions for the service. COD well do what it can to
incorporate the client's needs and wants into the process. Accommodate their needs to the best
ability, and remain open-minded when fielding their suggestions and wishes.
COD recommend the following guidelines on how to deal on each customer:

• Regularly get in contact with the clients to make sure the company is meeting their
needs.
• Offer support or assistance if they call for it and continue to check-in, even if they have
everything they need.
• Ask the clients for feedback throughout the transactional process. See if there are ways
we can improve communication, processes or procedures for future interactions.
Do they just want us to get them the product and leave them alone?

We are responsible for providing certain information and deliverables to our client, and they are
responsible for the same. We assure to set up clear lines of communication to maximize
accountability.
Our client's time is valuable, as is our own. Set clear, consistent timelines for meetings,
deliverables and other project elements. Communicate if timelines will change.

PAGE 6
6. The revenue streams

What generates revenues for the business?

When it comes to providing various types of services, call on duty appears to be difficult. When
a customer requests services, we are not the one who provide the services; instead, we are the
ones who call another company to provide those services to the client, we can generate some
sort of percentage for each service they provide.

What will pricing strategies would be?

This is a primary pricing approach that involves high price points based on the services provided
to the client.

What is our pricing structure?

Our pricing structure is determined by the service that will be offered; If the service will take too
long and require the use of instruments to perform such difficult job for the customer, our
pricing structure will be determined by the amount of time that we spend with each client.

Our worth in comparison to competitors is great because of the services that we provide; we are
the ones who take on the challenges that the client will require in order to make their work as
simple as possible. And we can guarantee that every service we provide is priced reasonably
when it comes to payment.

Call on Duty can provide you with services that will save you time and effort in any situation. We
prefer to assist clients who are unfamiliar with such work. We guarantee that every service is
fair and worthwhile at all times.

PAGE 7
7. The Key Resources and Activities Needed to Make the Business Model Possible Resources

1. People/Staff/Employee
COD is vital to focus on having a good personnel team to handle business operations.
Estimated cost for staffing depends on the number of employees the organization will hire to
work. But for a start-up, the basic staff are the only one needed:
The COD intends to hire the following staff to enable the business carry out its
operations.
• Call Center Manager
• Operations Manager
• Two Marketing Executives
• Five Customer Service Representatives
• Successful candidates will undergo intensive training to understand procedures
and expectations.
Average Staff Salaries
COD plans to pay its staff the following salaries in the first three years of operations.
Personnel Plan
Year 1 Year 2 Year 3
Manager 50,000 55,000 60,000
Cashier 30,000 35,000 40,000
Administrator 28,000 34,000 38,000
1 Sales and Marketing Executive 30,000 35,000 40,000
5 Customer Care Representatives 90,000 105,000 120,000
Cleaner 20,000 25,000 30,000
Assistant Manager 40,000 45,000 50,000
Total Salaries 288,000 333,000 378,000
(Note: This is in the dollar form.)
In case in the future of company/business growth, adding more people is necessary.

2. Equipment
Most likely to be needed to establish the business are the following common equipment
in a call center are:
• Desktop/Laptop/Telephone
• USB Headset
• Data Handler
• Call Recording Software
• Predictive Dialer
• ACD Software
For the start-up, the only equipment needed are; Telephone/Laptop (since we only need an
equipment for the customer and employee to reach and contact each other for the services)

PAGE 8
3. Start Up Inventory.

Start-up Expenses
Legal 200 000
Consultants 150 000
Insurance 755 000
Rent 500 000
Research and Development 400 000
Expensed Equipment 1 500 000
Signs 50 000
TOTAL START-UP EXPENSES 3 055 000
Start-up Assets 0
Cash Required 4 000 000
Start-up Inventory 1 250 000
Other Current Assets 1 500 000
Long-term Assets 400 000
TOTAL ASSETS 1 250 000
Total Requirements 1 000 000
START-UP FUNDING 0
START-UP FUNDING 5 000 000
Start-up Expenses to Fund 1 500 000
Start-up Assets to Fund 1 610 000
TOTAL FUNDING REQUIRED 0
Assets 1, 000 000
Non-cash Assets from Start-up 750 000
Cash Requirements from Start-up 0
Additional Cash Raised 3 000 000
Cash Balance on Starting Date 1 000 000
TOTAL ASSETS 5 000 000
Liabilities and Capital 0
Liabilities 0
Current Borrowing 0
Long-term Liabilities 0
Accounts Payable (Outstanding Bills) 0
Other Current Liabilities (interest-free) 0
TOTAL LIABILITIES 0
Capital 0
Planned Investment 0
Investor 1 1 000 000
Investor 2 755 000
Other 0
Additional Investment Requirement 0

PAGE 9
 TOTAL PLANNED INVESTMENT 1 755 000
Loss at Start-up (Start-up Expenses) 2 750 000
TOTAL CAPITAL 995 000
TOTAL CAPITAL AND LIABILITIES 2 000 000
Total Funding 2 995 000

4. Physical space
- Building (Lease agreement could cost for 500-1k, per square foot
- Workstation (it could cost for 60-70k with right furniture’s, cables and
other equipment)

6. Suppliers
The suppliers are more like a business partner to us. Since, we do not
produce a product we don’t need manufacturing company or a wholesaler. Suppliers
are the business or department we call on for their service, or any individual/
professional person who perform or execute the service.

• Activities
What are the "must do's" to get this ready to launch?
Research & Development
Before a new customer service can be produced, COD must first go through the research and
development department which will explore what the design of the service should be, the
expected production costs and how long it will take to launch the service. It also looks into how
much customers want or need the service. COD can ask the research departments to conduct
quality checks or they may require the department to collaborate with the Quality Assurance
team of the service and are ideal for evaluating whether all service is up to the quality standards
set by the company. The department must be responsible for keeping an eye on innovations and
new trends within the industry and ensuring that the service stays abreast from the trends.

Manage Production
COD select the right service and the right design for the service. Properly decide what service
process the organization will be using including the right technology, machines, inventory
management system, etc. The production management must have full knowledge of the
expected demand for the service and set the production capacity accordingly, since either a
dearth or a surplus of the service may lead to problems for the company. COD will use Break-
even analysis to predict the capacity. COD production manager must ensure the continuously
improving quality of the service but also to reduce costs so the service can remain competitive
in the market in terms of price. Conduct inventory control to prevent overstocking and
understocking.

PAGE 10
What are the "must do's" to get the first customer?
• Recognize a new customer. Before COD can provide a new customer with an
exceptional experience, we must first have to identify them as new. This can (and
should) be relatively simple and straightforward. The earlier you recognize a new
customer, the sooner you can seize control and take steps to ensure their experience is
exceptional.
• Put your best foot forward. Once you’ve identified a new customer, ensure you put
your best foot forward. This means taking early action by assigning a quality salesperson
or server to the new customer, and where available, oversight by a floor manager. This
may mean arranging for a salesperson with broad knowledge of your offerings to assist
a first-time customer and treat them with extra attention.
• Put your best service front and center. Along with providing a more positive
experience, ensuring a customer experiences your best service firsthand also increases
the likelihood of a personal recommendation to their friends and family, which is the
most effective form of advertising.
• Educate with differentiating, positive details. Giving your customer a piece of
information that differentiates you from the competition gives them something positive
to focus on, and the cost is only a few seconds of your time.
• Plant a seed to ensure future customer interactions. Planting a seed is more involved
and requires follow-up, but it’s an effective tool in creating a trusting relationship
between an establishment and a customer.

What are the "must do's" to keep customers coming in the door and to keep
them from leaving us?

1. Embrace the changing expectations of your customer

2. Personalize the experience
3. React quickly, especially on social media
4. Don’t let technology pass you by
5. Be more convenient than you’ve ever been before

What are the "must do's" to support growth?

Marketing department is responsible for the growth of the company by getting word of the
company’s existence and the value it provides to its customers. Creating marketing strategy is
adding value in marketing the service. Thus, COD will conduct promotion via website, social
media etc. to generate demand and purchase of service. The following are also the “must do’s”
for the growth of the business:
• Do a market research
• Create Service Development
• Communications
• Sales Support
• Launch an Events

PAGE 11
8. Key Stakeholders (1 page max)

Who are your most critical stakeholders and what will get them to work with you?

The key stakeholders wherein the most critical language assessment outcomes are typically HR
personnel, communications trainers, client account managers, team leaders, and quality
assurance personnel. Between them, we decide who will be hired and which accounts they go
to, what they are trained for and how they are measured for training success; and who gets
coached and how judgments are arrived at for quality success. At all stages, of course, the COD’s
and applicants for COD positions are also stakeholders. Call on Duty (COD) developed our
screening tests without help from experts. We use private language centers which offer
language tests via telephone calls. Whether it is appropriate or not, it is always mandated by the
customer assistant representative.

Customers, suppliers, investors, employees, among others, are committed to the survival of the
company and have a relationship of interdependence between the stakeholders. People will work
for you when you let them know they’re being heard. It sounds simple enough, but it’s something
many leaders don’t bother to do. Deliver praise and appreciation often. Everyone wants to be
appreciated and recognized for their efforts, but when things get frantic—as they often do—
leaders too often forget the power of simple encouraging people to wellness and health by
supporting positive steps in areas like exercise, diet, and meditation will create a lot of happiness.

Engage in meaningful dialogue. It’s important to engage in meaningful conversations—not only

about work but also about deeper issues and what’s going on in people’s lives. Refrain from
micromanaging. Employees who feel trusted and supported, without being hovered over, are
more relaxed and confident in the work they do. And finally, Prioritize work-life balance. It is
important that people understand you value them as a person.

Many sale funnels are designed in a way that customers in a way that customers just drop out
the bottom as an afterthought once the sale is made. This means that many companies overlook
the importance of serving their customers well. As result companies with high priorities on the
customers are often linked to a customer service company in which the services, they provide
are well suited to the company. Some examples of this are logistics companies, manufacturing
companies, etc. these types of companies require top-quality customer service assurance, as
they need to have establish a successful transaction to their customer.

One of our companies’ partners is the LBC Logistic Company. This kind of Logistic customers
service company is specific to logistics operations including fulfilment, speed, quality, and cost.
The term fulfilment process has been described as the entire process of filling the customer’s
order and fulfilling their needs.

PAGE 12
9. The cost structure

When we say cost structure it means the type and relative proportions of fix and variable cost
incurred by the business. The concept can be smaller units such as by product. Service,
customer, product line Division or geographic region. In Cost Structure in employed means to fix
prices if you are using a cost-based pricing strategy. In a call of duty business, it depends areas in
which cost can be reduced or at least have better control.

In a call of duty, it is important to known the overhead expenses that cost on the income
statement like accounting fees, advertising, insurance, interest, legal fees, labor burden, rent
supplies, taxes telephone bills, travel expenditures and utilities.

We also need to know the sales commission, product cost, cost of labor and raw materials used
in manufacturing.

GROUP 1:
Arlo Peter M. Antoco (Business Concept)
Glydie Anne M. Bastillador (Value Proposition and The Key Resources and Activities)
Dandy Shane M. Dela Cruz (Target Market)
Jonna Esquiluna (Key Stakeholders)
Jeyvin Falcutila (Realtionship Established with Clients)
Angel Grace S. Flores (Cost Structure)
EG Boy S. Flores (The Communication and Distribution Process)
Mylene M. Gaan (Revenue Streams)
Arjay Constantino

PAGE 13