Executive Summary
Retro Marketing is a company that has a deep focus and passion for selling insurance policies and various appliances. A laser-sharp focus on this pair of industries has made us more appealing to clients within these industries.
Another thing that makes Retro Marketing special is how plant we are to the needs of our customers. We go out of our way to ensure our call center agents are equipped with the skills to provide remarkable services.
We offer inbound and outbound B2C services mainly. This includes services such as closing sales leads, following up on customer inquiries, market research, CRM, and more. Basically, there's nothing we also can't do.
Our services are also especially affordable compared to our direct competitors. The sheer volume of calls that go in and out daily accounts for all expenses and allows us to have a steady revenue stream. We also spent a significant amount on marketing when we started Retro Marketing, which seems to have paid off considering our sales performance.
At the time of writing, we have generated just over $3,000,000. Our sales analysis indicates that this figure will grow by 0,8% YoY. An investment of $700,000 would increase this figure to 1,8,% YoY.
Retro Marketing is seeking $80,000 in start-up or growth capital to fund operations, marketing, and staffing in the first 12 months.
Financial highlights:
| Metric | Year 1 | Year 2 | Year 3 |
|---|---|---|---|
| Revenue | $320,000 | $560,000 | $880,000 |
| Gross margin | 73% | 73% | 73% |
| Net profit / (loss) | $52,800 | $116,000 | $203,600 |
Company Overview
Retro Marketing is a outbound call centre & sales service founded by Sandra Hughes, operating as a LLC. Headquartered in Phoenix, Arizona, USA, Retro Marketing was established to serve the growing demand for specialist services in this sector.
Mission: To deliver exceptional value to our customers through expertise, reliability, and a commitment to continuous improvement.
Business objectives:
| Period | Target |
|---|---|
| Year 1 | Establish brand, acquire initial client base, achieve operational break-even |
| Year 2 | Expand service offering, grow revenue by 50%, hire additional staff |
| Year 3 | Establish market position, target new geographic or demographic segments |
Retro Marketing was founded by Ivan Krkic in 2019. The company is registered as an LLC in North Carolina.
Ivan Krkic was a leading call center salesman for Detroit Energizer. His experience and passion for this competitive industry gave him the grit needed to build a thriving business.
The call center currently has 74 employees and is looking to reach the 190-employee mark in 2 years.
Our primary mission is to provide our valued clients with outstanding service - time after time.
It seems like we're not doing a bad job so far. Retro Marketing was voted the #3 best business in the North Carolina Maverick.
Market & Customer Analysis
The call center industry is undeniably vibrant. It's currently worth a staggering $30 billion. It's forecasted to reach at least $88 billion by 2033. This indicates that the industry is growing by 10,5% YoY.
Given that over 50% of the global customer service industry is call centers, it's clear that there is a great opportunity for success in this boisterous industry. Our analysis indicates that many Indiana-based call centers are experiencing similar growth.
We've been able to overcome this threat with ease. Our pricing strategy makes our call center services more accessible than the vast majority of our customers. We've also taken advantage of innovative market trends such as Machine Learning and Conversational AI. These tech tools have made us far more productive and competitive in the market.
Customer analysis:
We've put great effort into learning about the needs and preferences of our customers. This has been highly influential to our business' value system.
Our customers typically range between the ages of 18 - 75. Considering the wide range of products we promote, they are based anywhere in the US.
These individuals are interested in purchasing value-filled insurance policies and high-quality appliances. They have a median household income of $12,000 and can be considered as working class.
Customer feedback is highly important for the success of our business, given the ever-changing interests of our target audience. We stay aware of their core values by conducting focus groups. Although this is a considerably expensive process, it's been highly effective.
Competitor analysis:
| Competitor | Strengths | Weaknesses |
|---|---|---|
| Teleperformance | Established brand, wide reach | Higher price point, less personalised |
| TTEC | Strong marketing, national presence | Generic offering, less specialist focus |
| Alorica | Competitive pricing | Lower service quality, limited expertise |
Outbound Call Centre & Sales Service's competitive edge: Specialist expertise, personalised service, and a clear focus on the underserved segment of the market set us apart from the established players listed above.
SWOT analysis:
| Positive | Negative | |
|---|---|---|
| Internal | Strengths: Specialist expertise; experienced founder; strong client relationships; differentiated positioning | Weaknesses: Limited brand recognition as a new entrant; single location; reliance on founder capacity in early years |
| External | Opportunities: Growing market demand; underserved niche segments; digital marketing reach; referral network growth | Threats: Established competitors with greater resources; economic downturn reducing discretionary spend; regulatory changes |
Sales & Marketing Plan
Our wealth of contacts and pricing strategy have proven to be the winning aspects of our sales plan. Ivan Krkic, our CEO, has over 15 years of experience in the industry.
This has led to him building long-term relationships with many businesses and consumers. Long story short, our database is virtually endless. The 142 businesses that we've built relationships with are a bonus.
We also have a distinct focus on undercutting our competitors. However, we don't compromise on the quality we provide our customers either. This added value has enabled us to attract and retain our customers.
The quality of our sales team is also unprecedented. We've invested significantly in the training of our call center pros. Their diligence and passion have been instrumental to the growth of Retro Marketing. Beyond that, we have generous incentives for team members who meet their targets.
Additional marketing notes:
We've found that social media marketing isn't particularly effective when it comes to the call center business. Clients are more prone to give contracts to call centers that have a reputation for getting the job done.
However, we do make use of email marketing. This allows us to share our successes in a newsletter with our subscribers, most of whom are already loyal clients.
Hosting seminars about how to sell on the phone has also been highly effective in terms of presenting ourselves as an authority in the industry. We host one every quarter and share that content on YouTube and social media.
Operating Plan
Personnel Role Duties Riley Smith Admin Assistant
- Safe storage of physical and digital files Donovan Given Social Media
- Working closely with our marketing manager to develop effective social media campaigns Lisa McBride Supervisor
- Overseeing all staff members and daily operations
- Assisting with client inquiries when necessary Patricia Lewis Sales Manager
- Supervising our sales team in particular
- Training and mentoring them to ensure they meet their goals Gary Oldfield CRM Manager
- Addressing the various needs of our customers
- Developing strategies to improve our customer experience Gary Jeremy Janitor
- Ensuring that our call center is clean at all times
- Liaising with the supervisor if cleaning materials are required
Management Team
CEO: Ivan Krkic
Ivan is a veteran in the call center industry and has worked for one of the largest call centers in the USA, J Telemarketing. This experience has been invaluable for the business. He also holds an MBA from the University of Notre Dame, so he has the business acumen to match. Our CEO’s leadership style and ability to teach others has catapulted us to success.
CMO: Hillary Kent
When it comes to marketing our call center, Hillary has simply outdone herself. She has the natural ability to make a brand’s messaging consistent and relatable, which is her greatest strength. She holds a diploma in communications from the University of Nebraska.
CFO: David Bryant
David makes sure that our numbers add up, and he does an excellent job at it. Having studied at arguably the finest institution in the world, Harvard University, it's clear that he has the skill set to help us achieve our financial goals.
HR: Julio Neuer
Our talented sales team is a result of Julio’s excellent recruitment processes. He knows how to spot a diamond in the rough. Beyond that, he ensures that all team members are happy in their positions considering the pressure that working in a call center can bring. Even though he studied agriculture at DePauw University, he has an excellent eye for talent.
Operations Manager: Beverly Franklin
Beverly makes sure that our bustling call center is running smoothly at all times. Her ability to organize our entire operation has made us a well-oiled machine. Beverly studied business management at the prestigious UCLA.
Financial Plan
Projected Profit or Loss Statement
Year 1 Year 2 Year 3 Sales $90,000 $170,000 $300,000 Direct Cost of Sales $20,500 $30,000 $82,000 Production Payroll $0 $0 $0 Other $0 $0 $0 Total Cost of Sales $20,500 $30,000 $82,000 Gross Margin $69,500 $140,000 $218,000 Gross Margin % 77% 82% 73% Operating Expenses
Sales and Marketing Expenses
Sales and Marketing Payroll $20,000 $40,000 $40,000 Advertising/Promotion $800 $1,000 $1,000 Travel $0 $0 $0 Miscellaneous $500 $500 $500 Total Sales and Marketing Expenses $21,300 $41,500 $41,500 General and Administrative Expenses
General and Administrative Payroll $20,000 $40,250 $100,250 Sales and Marketing and Other Expenses $0 $0 $0 Depreciation $1,000 $1,000 $1,000 Dues and Subscriptions $200 $200 $200 Professional Fees $300 $300 $300 Rent $2,000 $2,000 $2,000 Software Purchases $0 $15,000 $0 Insurance $2,000 $2,000 $2,000 Telephone and Internet Access $2,000 $2,000 $2,000 Utilities $400 $400 $400 Miscellaneous $0 $0 $0 Payroll Taxes $500 $1,200 $3,000 Other General and Administrative Expenses $0 $0 $0 Total General and Administrative Expenses $28,400 $64,350 $111,150 Other Expenses:
Other Payroll $0 $0 $0 Consultants $0 $0 $0 Contract/Consultants $0 $0 $0 Total Other Expenses $0 $0 $0 Total Operating Expenses $28,400 $64,350 $111,150 Profit Before Interest and Taxes $19,800 $102,840 $225,410 EBITDA $19,800 $103,860 $226,430 Interest Expense $800 $3,632 $2,957 Taxes Incurred $0 $24,802 $56,540 Net Profit $19,000 $34,150 $65,350 Net Profit/Sales 21% 20% 22%
Projected Cash Flow Statement Cash Received Year 1 Year 2 Year 3 Cash from Operations
Cash Sales $90,000 $170,000 $300,000 Cash from Receivables $0 $0 $0 Subtotal Cash from Operations $90,000 $170,000 $300,00 Additional Cash Received
Sales Tax, VAT, HST/GST Received $0 $0 $0 New Current Borrowing $20,000 $0 $0 New Other Liabilities (interest-free) $0 $0 $0 New Long-term Liabilities $0 $0 $0 Sales of Other Current Assets $0 $0 $0 Sales of Long-term Assets $0 $0 $0 New Investment Received $0 $0 $0 Subtotal Cash Received $110,000 $170,000 $300,000 Expenditures
Expenditures from Operations
Subtotal Spent on Operations $48,900 $94,350 $111,150 Additional Cash Spent
Sales Tax, VAT, HST/GST Paid Out $800 $0 $0 Principal Repayment of Current Borrowing $10,000 $10,000 $0 Other Liabilities Principal Repayment $0 $0 $0 Long-term Liabilities Principal Repayment $0 $0 $0 Purchase Other Current Assets $0 $0 $0 Purchase Long-term Assets $0 $0 $0 Dividends $0 $0 $0 Subtotal Cash Spent $59,700 $104,350 $193,150 Net Cash Flow $50,300 $65,650 $106,850 Cash Balance $19,000 $34,150 $65,350 Projected Balance Sheet Assets Year 1 Year 2 Year 3 Current Assets
Cash $90,000 $170,000 $300,000 Accounts Receivable $0 $0 $0 Other Current Assets $0 $0 $0 Total Current Assets $90,000 $170,000 $300,000 Long-term Assets $10,000 $9,000 $8,000 Accumulated Depreciation $1,000 $1,000 $1,000 Total Long-term Assets ($1,000) ($1,000) ($1,000) Total Assets $100,000 $179,000 $308,00 Liabilities and Capital
Current Liabilities
Accounts Payable $0 $0 $0 Current Borrowing $20,000 $10,000 $0 Other Current Liabilities $0 $0 $0 Subtotal Current Liabilities $20,000 $10,000 $0 Long-term Liabilities $0 $0 $0 Total Liabilities $20,000 $10,000 $0 Paid-in Capital $30,000 $30,000 $30,000 Retained Earnings ($20,000) ($30,000) $41,000 Earnings ($12,000) $44,000 $160,000 Total Capital ($2,000) $44,000 $231,000 Total Liabilities and Capital $18,000 $54,000 $231,000 Net Worth $80,000 $169,00 $308,000
Wrapping up the Call Center Business Plan You're well-equipped to drop the phone on failure in the call center industry.
Whichever route you choose to take in this industry, this guide will give you all the tools you need to make sure you keep your customers on the line.
This is one of the most challenging industries that one can get into, so you'll need a lot more than just a stunning template (like this one) to keep your business afloat.
You'll also need to implement all the strategies that you come up with and stick to your guns - or headsets rather.
Our team has ample experience writing tailor-made business plans for people just like you. If you need some help writing a personalized business plan, let us know!
3-year profit & loss projection:
| Year 1 | Year 2 | Year 3 | |
|---|---|---|---|
| Revenue | $320,000 | $560,000 | $880,000 |
| Direct labour and contractor costs | $86,400 | $151,200 | $237,600 |
| Gross profit | $233,600 | $408,800 | $642,400 |
| Gross margin | 73% | 73% | 73% |
| Salaries and wages | $102,400 | $179,200 | $281,600 |
| Marketing and advertising | $35,200 | $61,600 | $96,800 |
| Rent and utilities | $24,000 | $24,000 | $25,200 |
| Other operating costs | $19,200 | $28,000 | $35,200 |
| Total operating expenses | $180,800 | $292,800 | $438,800 |
| Net profit / (loss) | $52,800 | $116,000 | $203,600 |
Break-even analysis:
- Estimated monthly fixed costs: $15,100
- Monthly revenue required to break even: $20,600
- Break-even is projected to be reached within the first 12–18 months of trading.