Business Plan for a Call Centre

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Executive Summary
Introduction
It is the mission of Vision Solicitation Services 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 and B2C services including both inbound
and outbound calls. We have a dedicated and well trained cadre of customer support specialists
who are able to consistently provide excellent services delivered in a timely and cost-effective
manner.
Whatever a client's customer relations goals are: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, VSS has the
people with the expertise to professionally service those needs.
The Company
VSS will be a limited liability partnership registered in Dhaka. Its founder is Ms. Shahrin Hossain
Nuran a former telemarketing head with Medfone, Inc. Ms. Nuran has brought together a highly
respected group of telemarketing and customer relations specialists who have a total of 35
years of combined experience with this industry.
The company has a limited number of private investors and does not plan to go public. The
company has its main offices in Dhanmondi , Dhaka . The facilities include office spaces,
conference rooms, and a phone center. The company expects to begin offering services in June
of Year 1.
The Services
Vision offers a wide range of call center service including both inbound and outbound calls. We
provide bilingual services in both Bangla & English. The most common needs that we can fulfill
are:
 Generate sales leads
 Set appointments
 Market research
 Surveys (including statistical analysis and political surveys)
 First level help desk
 Database or mailing list information
 Business development
 Point-of-sale product promotion
 Seminar and conference invitations
VSS is not a telemarketing company , we do not create the marketing campaigns for our clients.
Experience has shown that many companies desire to create their own marketing campaign
since they already have marketing personnel with extensive contact and experience in the
industry.
The Market
The telemarketing industry is a growing industry with most companies having an annual growth
between 6.5% and 8%. This is due to businesses that are becoming increasingly aware of the

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need for market information and the desire to reduce customer turnover rates in a hard hit
economy. A significant trend in this industry is the growing number of clients who wish to
outsource telemarketing functions to client companies instead of developing such infrastructure
in-house. This makes for an excellent opportunity for VSS. However, long-term analysis of
growth rates in this industry show a cyclical pattern and VSS does not expect this high growth
rate to continue.
VSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We will
also be working as a first level help desk for a number of small high-tech companies, and be
taking on short-term projects such as surveys from 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 DBBL, the
principal to be paid off in two years. A long-term loan through HSBC will be paid off in ten years.
We also have a line of credit from SCB that we can draw upon if need be.
The company expects to reach profitability in year two and does not anticipate any serious cash
flow problems. We conservatively believe that during the first three years that about three
ongoing contracts per month will guarantee a break-even point.
Keys to Success
Vision's keys to long-term survivability and profitability are:
 Create long-term contracts that demand constant monitoring or on-call services.

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 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.
Mission
It is the mission of VSS to provide our clients with top quality call center services 24 hours-a-day
that provide the greatest chance of communicating with end customers. We do B2B and B2C
services including both inbound and outbound calls. We have a dedicated and well trained
cadre of customer support specialists who are able to consistently provide excellent services
delivered in a timely and cost-effective manner.
Whatever a client's customer relations goals are: quantifying sales leads, taking orders,
responding to ad inquiries, market research, or general information requests, VSS has the
people with the expertise to professionally service your needs.
Objectives
The three year goals for Vision Solicitation Services LLC (VSS) are:
 Achieve break-even by year two.
 Establish long-term contracts with at least four clients.
 Establish minimum 95% customer satisfaction rate to form long-term relationships with
our clients and create word of mouth marketing.
Company Summary
VSS will be a limited liability partnership registered in the state of Delaware for tax purposes. Its
founder is Ms. Shahrin Hossain Nuran, a former telemarketing head with Medfone, Inc. Ms.
Nuran has brought together a highly respected group of telemarketing and customer relations
specialists who have a total of 35 years of combined experience with this industry.
The company has a limited number of private investors and does not plan to go public. The
company has its main offices in Gig Harbor, Washington. The facilities include office spaces,
conference rooms, and a phone center. The company expects to begin offering its services in
June of Year 1.
The company's main clients will be companies that require high amounts of communication
between themselves and their clients. This includes medical services, and companies that wish
to outsource first-level help desk support. By focusing on institutions such as these that have
special needs, we believe we will be able to better serve our clients and produce a superior
service that is more effective that other call center firms.
Start-up Summary
Start-up assets required are shown in the tables below. This includes expenses and the cash
needed to support operations until revenues reach an acceptable level. Most of the company's

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liabilities will come from outside private investors and management investment, However, we
have obtained current borrowing from DBBL, the principal to be paid off in two years. A long-
term loan through HSBC will be paid off in ten years. We also have a line of credit from SCB
that we can draw upon if need be.
Start-up Requirements
Start-up Expenses
Legal $2,000
Insurance $1,000
utilities $200
Rent $3,000
Accounting and bookkeeping fees $2,000
Expensed equipment $8,000
Advertising $3,500
Other $8,000
Total Start-up Expenses $27,700
Start-up Assets
Cash Required $117,800
Other Current Assets $3,500
Long-term Assets $25,000
Total Assets $146,300
Total Requirements $174,000

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Start-up Funding
Start-up Expenses to Fund $27,700
Start-up Assets to Fund $146,300
Total Funding Required $174,000
Assets
Non-cash Assets from Start-up $28,500
Cash Requirements from Start-up $117,800
Additional Cash Raised $0
Cash Balance on Starting Date $117,800
Total Assets $146,300
Liabilities
Current Borrowing $16,000
Long-term Liabilities $55,000
Accounts Payable (Outstanding Bills) $3,000
Other Current Liabilities (interest-free) $0
Total Liabilities $74,000
Planned Investment
Ms. Shahrin Hossain Nuran $25,000
Ms. Tajniyan Hossain Erin $20,000
Mr. Mostafiq Mahmud Munrad $20,000
Ms. Afreeda Rahman Ahona $8,000
Others $27,000
Additional Investment Requirement $0
Total Planned Investment $100,000
Loss at Start-up (Start-up Expenses) ($27,700)
Total Capital $72,300
Total Capital and Liabilities $146,300
Total Funding $174,000

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Company Ownership
The company will have a number of outside private investors who will own 27% of the
company's shares. The rest will be owned by the senior management including Ms. Shahrin
Hossain Nuran, (25%), Ms. Tajniyan Hossain Erin (20%), Mr. Mostafiq Mahmud Munrad, (20%),
and Ms. Afreeda Rahman Ahona (8%). All other financing will come from loans.
Services
Vision offers a wide range of call center service including both inbound and outbound calls. We
provide bilingual services in both Bangla and English. The most common needs for call centers
are:
 Generate sales leads
 Set appointments
 Market research
 Surveys (including statistical analysis and political surveys)
 First level help desk
 Database or mailing list information
 Business development
 Point-of-sale product promotion
 Seminar and conference invitations
VSS is not a telemarketing company we do not create the marketing campaigns for our clients.
Experience has shown that many companies desire to create their own marketing campaign
since they already have marketing personnel with extensive contact and experience in the
industry. However, the costs of carrying out such a telemarketing campaign can be prohibitive
and often the firm does not wish to develop the infrastructure to do so. This requires developing
different skills and core competencies that divert management and resources from their primary
duties. This is where VSS comes in. We either connect a prospective client with a telemarketing
company (we have arrangements and contacts with three such consulting firms) or once such a
campaign is designed we implement it for our clients. We work closely with our clients in the
creation of the campaign's goals, scope, length, and costs so has to create as close a fit
between the client needs and our capabilities.
Market Analysis Summary
economy. A significant trend in this industry is the growing number of clients who wish to
outsource telemarketing functions to client companies instead of developing such infrastructure
in-house. This makes for an excellent opportunity for VSS. However, long-term analysis of
growth rates in this industry show a cyclical pattern and VSS does not expect this high growth
rate to continue.

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The telemarketing industry is quite fragmented with companies that vary greatly in size, scope,
services offered, and market share. Many companies are general advertising agencies that offer
telemarketing services along with a wide range of other consulting services. In addition, many
companies, still not realizing the potential advantages of outsourcing, choose to develop their
own telemarketing services.
VSS plans to enter into two market segments.
First, we will work in the medical services industry since they have a high need to maintain
contact with their patients at all times. We also will be working as a first level help desk for a
number of small high-tech companies. Ms. Nuran and Ms. Erin have already signed contracts
with Evergreen Medical and Sno-net, Inc. to serve in these capacities. We will also be taking on
short-term projects, such as surveys, from small clients.
Market Segmentation
Virtually every company, both large and small requires some form of telemarketing at some
point. Often it is a survey to determine customer satisfaction or awareness. Sometimes it is
effectively communicating an upcoming event such as a conference.
Other companies wish to know if telemarketing is a feasible method of sales generation. One of
the new uses for call centers is in first level help desk services. About 75-80% of all technical
problems faced by end customers can be solved by non-technical customer service
representatives who are familiar with a computer or technical system and who have a scripted
set of procedures to solve most common occurring problems. This is where an outsourced call
center can save a client a large amount of money and allow a reduction in personnel needed on
call 24 hours-a-day.
VSS plans to enter into two market segments. First, we will work in the medical services
industry since they have a high need to maintain contact with their patients at all times. We also
will be working as a first level help desk for a number of small high-tech companies.
Ms. Nuran and Ms. Erin have already signed contracts with Evergreen Medical and Snow-net,
Inc. to serve in these capacities. Our customer service representatives are already in the
process of receiving hands-on training from these two companies to meet their needs. We will
also be taking on short-term projects such as surveys from small clients.
Once we have established a good working relationship with these initial clients, we will leverage
our reputation and profitability into new contacts and contracts with other local companies. Our
ultimate goal is to service the entire Dhaka city and become the company with a dominant
market share.
The market analysis table and graph which follows shows the number of businesses within
Dhaka . This will be our initial geographical focus for the first four to five years of our company's
existence. Later, as we expand to all division, our future business plans will include all of our
potential clients in this area.

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Market Analysis
Year 1 Year 2 Year 3 Year 4 Year 5
Potential
Customers
Growth CAGR
High-tech
companies
2% 400 408 416 424 432 1.94%
Medical
companies
3% 350 361 372 383 394 3.00%
Other 3% 2,200 2,200 2,334 2,404 2,476 3.00%
Total 2.86% 2,950 3,035 3,122 3,211 3,302 2.86%
Service Business Analysis
economy. However, long-term analysis of growth rates in this industry show a cyclical pattern
and VSS does not expect this high growth rate to continue.
The telemarketing industry is quite fragmented with companies that vary greatly in size, scope,
services offered, and market share. Many companies are general advertising agencies that offer
telemarketing services along with a wide range of other consulting services. In addition, many
companies, not realizing the potential advantages of outsourcing, choose to develop their own
telemarketing services.
VSS believes that the greatest threat at the moment is in new entrants to the market who
perceive an opportunity in a "high" growth industry. The most likely entrants will be pre-existing
advertising agencies wishing to horizontally integrate and enter new sub-markets.
The one major disadvantage to new entrants is that all firms engaged in contracting to
telemarketing agencies face significant switching costs when bringing on a new partner.
Furthermore, VSS understands that in this industry there is a significant learning curve that

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creates declining "unit" costs as a firm gains more cumulative experience in the field itself and
with long-term clients specifically. Finally there are significant start-up costs associated with
creating a call center.
Rivalry among different call center agencies is quite intense. The telemarketing industry as a
whole is mature with long-term moderate growth. Most of the largest agencies are mutually
dependent when it comes to jockeying for position and market share. The fact that there are so
many diverse and seemingly "generic" or general telemarketing agencies makes this a cutthroat
industry.
The threat of clients backwardly integrating so as to have all their advertising done in-house is
one of the major factors that buyers use to indirectly control price in this industry, and increase
competition among firms. This must always be foremost in the minds of Vision's management
when offering services and setting prices.
Competition and Buying Patterns
Competition
Competition includes all potential call centers and telemarketing agencies across the country. In
addition we have indirect competition from organizations that handle all their telemarketing in-
house. Practically speaking, this means we have the greatest threat from the largest
telemarketing agencies such as Talk 2 Rep, Inc. , West Corporation , and other big, nationwide
call center companies that hold significant market share. The call center industry is highly
fragmented, with a large number of small companies that mainly cater to small firms and a few
large companies that seek the largest contracts from companies such as Sprint, GM, etc. This
makes competition within the industry very intense. Through our focused strategy of serving
niche markets such as help desk services, we intend to avoid such a debilitating environment
and avoid its drawbacks such as price wars, and etc.
Buying patterns and needs
Companies usually enter into contracts with call center firms based on their reputation of
professionalism and effective campaigns in the past. This reputation is difficult to obtain by new
firms unless its personnel bring it with them from previous companies such as ours. Price and
scope are also important reasons for accepting contracts, especially if the company is small.
Strategy and Implementation Summary
Vision Solicitation Services' business strategy is to enter into a focused approach to its services
rather than being everything to its clients. Our company does not intend to be a telemarketing
consultation firm, nor will it ever become so. We are a call center firm that simply implements
telemarketing campaigns or help desk functions for its clients. These services are where we can
offer a higher standard of quality to our clients. This will allow us to charge a higher profit margin
for these differentiated and more focused services.
Marketing Strategy
Vision has already concluded two contracts with local companies requiring 24 hour call center
services. These will provide us with initial revenue and the chance to build our reputation. Our

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company intends to use testimonials from such clients to build further contracts. We have begun
to establish our presence using various marketing methods such as flyers, cold calls, B2B
contacts, and we will be attending conventions and other events as well.
Sales Strategy
Vision's management will be focusing on leveraging its employee's established reputations and
contacts in the telemarketing industry to generate contracts. Both Ms. Nuran and Mr. Munrad
have been in the industry for many years and experience shows that many of their existing
clients will still wish to work with them despite having to establish a new contract with VSS. 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.
In addition to our first contracts with Evergreen Medical and Snow-net, Inc. Mr. Munrad has
been actively seeking to acquire a large contract with National Conventions & Events over the
past seven months. This company is the largest event organizing firm in the Dhaka and has
been seeking a call center firm for a customer survey project to be launched in the near
future. VSS believes that its chances for acquiring this contract are excellent.
Sales Forecast
Sales are based on the various contract projects we anticipate acquiring in the various market
segments. Revenues are based on average costs per project/contract based on estimated time
and complexity of contract plus and undisclosed profit margin. The company does not have any
significant direct costs of sales.
We anticipate that our most attractive target markets, medical services and help desk clients will
provide us with significant early revenue. As time goes on, and we acquire more customers, the
percentage of short-term and other projects will increase.

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Sales Forecast
Year 1 Year 2 Year 3
Sales
Medical call center
services
$132,000 $180,000 $270,000
Help desk services $69,000 $120,000 $150,000
Short-term projects $43,500 $65,000 $96,000
Other projects $33,500 $58,000 $69,000
Total Sales $278,000 $423,000 $585,000
Direct Cost of
Sales
Row 1 $0 $0 $0
Other $0 $0 $0
Subtotal Direct Cost
of Sales
$0 $0 $0
Management Summary
The company will have four officers including our president, Ms. Shahrin Hossain Nuran. Our
head of operations will be Ms. Afreeda Rahman Ahona, plus 12 customer service
representatives. Finances and general admin will be handled by Ms. Erin.
The company plans to hire additional service representatives and administrative personnel as
we begin to get large numbers of contracts.
Personnel
Vision's management brings to the company strong capabilities in contract negotiation, project
management, telemarketing, and a unique combination of skills drawn from other businesses.

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Key Personnel
Ms. Shahrin Hossain Nuran is a graduate of the University of Dhaka where she obtained hes
business degree in 2001. Since then, Ms. Nuran has had extensive experience in marketing,
telemarketing, and project management. This includes experience in budgeting, project
oversight, etc. In . She obtained a graduate degree in marketing from North South University.
Ms. Nuran spent the last four years as the telemarketing department head with Medfone, Inc.
Ms. Afreeda Rahman Ahona graduated from University of Chittagong with a bachelor’s degree
in marketing in 2003. From 2004-2009 Ms. Ahona worked for Nelson Marketing Consultants. In
2010 s he went to work for Anderson Consulting in their marketing division, where she worked
as a project manager.
Personnel Plan
Ms. Shahrin Hossain
Nuran - President
$36,000 $36,000 $60,000
Ms. Tajniyan Hossain
Erin – Office
Manager
$36,000 $36,000 $60,000
Ms. Afreeda Rahman
Ahona - Operations
$36,000 $36,000 $36,000
Customer service
representatives
$101,050 $203,000 $203,000
Total People 19 27 27
Total Payroll $209,050 $311,000 $359,000
Financial Plan
Our financial plan anticipates two years 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.
Important Assumptions
We are assuming approximately 75% sales on credit and average interest rates of 10%. These
are considered to be conservative in case our predictions are erroneous.
General Assumptions
Plan Month 1 2 3

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Current Interest Rate 10.00% 10.00% 10.00%
Long-term Interest
Rate
10.00% 10.00% 10.00%
Tax Rate 30.00% 30.00% 30.00%
Other 0 0 0
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.
Break-even Analysis
Monthly Revenue Break-even $27,234
Assumptions:
Average Percent Variable Cost 0%
Estimated Monthly Fixed Cost $27,234

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Projected Profit and Loss
The following table itemizes our revenues and associated costs. We expect to be paying higher
costs in marketing and advertising than other companies as we attempt to build sales volume.
As shown in the table in the Appendix, we expect monthly profits to begin in December 2014.

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Pro Forma Profit and Loss
Sales $278,000 $423,000 $585,000
Direct Cost of Sales $0 $0 $0
Other Costs of Sales $4,300 $6,000 $6,000
Total Cost of Sales $4,300 $6,000 $6,000
Gross Margin $273,700 $417,000 $579,000
Gross Margin % 98.45% 98.58% 98.97%
Expenses
Payroll $209,050 $311,000 $359,000
Sales and Marketing
and Other Expenses
$18,000 $10,000 $10,000
Depreciation $0 $0 $0
Rent $18,000 $18,000 $18,000
Utilities $7,200 $8,000 $9,000
Insurance $13,200 $14,000 $15,000
Payroll Taxes $31,358 $46,650 $46,650
Travel $12,000 $8,000 $4,000

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Other $18,000 $15,000 $15,000
Total Operating
Expenses
$326,808 $430,650 $486,350
Profit Before Interest
and Taxes
($53,108) ($13,650) $92,650
EBITDA ($53,108) ($13,650) $95,150
Interest Expense $8,183 $9,400 $9,100
Taxes Incurred $0 $0 $25,065
Net Profit ($61,291) ($23,050) $58,485
Net Profit/Sales -22.05% -5.45% 10.00%
Projected Cash Flow
The following is our cash flow chart and diagram. We do not expect to have any short-term cash
flow problems even though we will be operating at a loss for the first nine months. Our short-
term loan will be repaid in two equal payments in 2014-2015. Our long-term loan will be paid off
in ten years.
Pro Forma Cash Flow
Cash Received
Cash from
Operations
Cash Sales $69,500 $105,750 $146,250
Cash from
Receivables
$159,050 $291,458 $409,934
Subtotal Cash from $228,550 $397,208 $556,184

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Operations
Additional Cash
Received
Sales Tax, VAT,
HST/GST Received
$0 $0 $0
New Current
Borrowing
$20,000 $6,000 $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
$3,000 $5,000 $0
Subtotal Cash
Received
$251,550 $408,208 $556,184
Expenditures Year 1 Year 2 Year 3
Expenditures from
Operations
Cash Spending $209,050 $311,000 $359,000
Bill Payments $121,806 $135,385 $162,552
Subtotal Spent on
Operations
$330,856 $446,385 $521,552
Additional Cash Spent
Sales Tax, VAT,
HST/GST Paid Out
$0 $0 $0
Principal Repayment
of Current Borrowing
$0 $0 $8,000
Other Liabilities
Principal Repayment
$0 $0 $0
Long-term Liabilities
Principal Repayment
$0 $0 $4,000
Purchase Other
Current Assets
$0 $0 $0
Purchase Long-term
Assets
$0 $0 $0
Dividends $0 $0 $0
Subtotal Cash
Spent
$330,856 $446,385 $533,552
Net Cash Flow ($79,306) ($38,177) $22,632
Cash Balance $38,494 $317 $22,949

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Projected Balance Sheet
The following table shows the projected balance sheet for VSS.
Pro Forma Balance Sheet
Assets
Current Assets
Cash $38,494 $317 $22,949
Accounts Receivable $49,450 $75,242 $104,058
Other Current Assets $3,500 $3,500 $3,500
Total Current Assets $91,444 $79,059 $130,507
Long-term Assets
Long-term Assets $25,000 $25,000 $25,000
Accumulated
Depreciation
$0 $0 $2,500
Total Long-term
Assets
$25,000 $25,000 $22,500
Total Assets $116,444 $104,059 $ $153,007
Liabilities and
Capital
Current Liabilities
Accounts Payable $11,435 $11,100 $13,563
Current Borrowing $36,000 $42,000 $34,000
Other Current
Liabilities
$0 $0 $0
Subtotal Current
Liabilities
$47,435 $53,100 $47,563
Long-term Liabilities $55,000 $55,000 $51,000
Total Liabilities $102,435 $108,100 $98,563
Paid-in Capital $103,000 $108,000 $108,000
Retained Earnings ($27,700) ($88,991) ($112,041)
Earnings ($61,291) ($23,050) $58,485
Total Capital $14,009 ($4,041) $54,444
Total Liabilities
and Capital
$116,444 $104,059 $153,007
Net Worth $14,009 ($4,041) $54,444
Business Ratios
We have included industry standard ratios from the telemarketing solicitation services industry
to compare with ours. These ratios are as closely matched to our industry as management
could find, however there are some significant differences, especially in sales growth, financing

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ratios, long-term asset investments and net worth. However, our projections indicate a healthy
company that will be able to obtain and retain long-term profitability.
Ratio Analysis
Year 1 Year 2 Year 3 Industry Profile
Sales Growth 0.00% 52.16% 38.30% 8.79%
Percent of Total
Assets
Accounts
Receivable
42.47% 72.31% 68.01% 28.12%
Other Current
Assets
3.01% 3.36% 2.29% 44.18%
Total Current
Assets
78.53% 75.98% 85.29% 76.27%
Long-term
Assets
21.47% 24.02% 14.71% 23.73%
Total Assets 100.00% 100.00% 100.00% 100.00%
Current
Liabilities
40.74% 51.03% 31.09% 38.61%
Long-term
Liabilities
47.23% 52.85% 33.33% 13.60%
Total
Liabilities
87.97% 103.88% 64.42% 52.21%
Net Worth 12.03% -3.88% 35.58% 47.79%
Percent of
Sales
Sales 100.00% 100.00% 100.00% 100.00%
Gross Margin 98.45% 98.58% 98.97% 100.00%
Selling, General
& Administrative
Expenses
120.50% 104.03% 88.98% 82.68%
Advertising
Expenses
0.00% 0.00% 0.00% 1.66%
Profit Before
Interest and
Taxes
-19.10% -3.23% 15.84% 1.37%
Main Ratios
Current 1.93 1.49 2.74 1.59
Quick 1.93 1.49 2.74 1.22
Total Debt to
Total Assets
87.97% 103.88% 64.42% 3.09%
Pre-tax Return
on Net Worth
-437.51% 570.43% 153.46% 60.22%
Pre-tax Return -52.64% -22.15% 54.61% 7.76%

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on Assets
Additional
Ratios
Net Profit Margin -22.05% -5.45% 10.00% n.a
Return on Equity -437.51% 0.00% 107.42% n.a
Activity Ratios n.a
Accounts
Receivable
Turnover
4.22 4.22 4.22 n.a
Collection Days 56 72 75 n.a
Accounts
Payable
Turnover
11.39 12.17 12.17 n.a
Payment Days 28 30 27 n.a
Total Asset
Turnover
2.39 4.06 3.82 n.a
Debt Ratios
Debt to Net
Worth
7.31 0.00 1.81 n.a
Current Liab. to
Liab.
0.46 0.49 0.48 n.a
Liquidity Ratios
Net Working
Capital
$44,009 $25,959 $82,944 n.a
Interest
Coverage
-6.49 -1.45 10.18 n.a
Additional
Ratios
Assets to Sales 0.42 0.25 0.26 n.a
Current
Debt/Total
Assets
41% 51% 31% n.a
Acid Test 0.89 0.07 0.56 n.a
Sales/Net Worth 19.84 0.00 10.74 n.a
Dividend Payout 0.00 0.00 0.00 n.a
Appendix
Sales Forecast
Sales
Medical call center
services
$132,000 $180,000 $270,000
Help desk services $69,000 $120,000 $150,000
Short-term projects $43,500 $65,000 $96,000

of 24
Other projects $33,500 $58,000 $69,000
Total Sales $278,000 $423,000 $585,000
Direct Cost of
Sales
Row 1 $0 $0 $0
Other $0 $0 $0
Subtotal Direct Cost
of Sales
$0 $0 $0
PersonnelPlan
Ms. Shahrin Hossain
Nuran - President
$36,000 $36,000 $60,000
Ms. Tajniyan Hossain
Erin – Office
Manager
$36,000 $36,000 $60,000
Ms. Afreeda Rahman
Ahona - Operations
$36,000 $36,000 $36,000
Customer service
representatives
$101,050 $203,000 $203,000
Total People 19 27 27
Total Payroll $209,050 $311,000 $359,000
GeneralAssumption
Plan Month 1 2 3
Current Interest Rate 10.00% 10.00% 10.00%
Long-term Interest
Rate
10.00% 10.00% 10.00%
Tax Rate 30.00% 30.00% 30.00%
Other 0 0 0
Pro Forma Profit & Loss
Sales $278,000 $423,000 $585,000
Direct Cost of Sales $0 $0 $0
Other Costs of Sales $4,300 $6,000 $6,000
Total Cost of Sales $4,300 $6,000 $6,000
Gross Margin $273,700 $417,000 $579,000
Gross Margin % 98.45% 98.58% 98.97%
Expenses
Payroll $209,050 $311,000 $359,000
Sales and Marketing
and Other Expenses
$18,000 $10,000 $10,000
Depreciation $0 $0 $0

of 24
Rent $18,000 $18,000 $18,000
Utilities $7,200 $8,000 $9,000
Insurance $13,200 $14,000 $15,000
Payroll Taxes $31,358 $46,650 $46,650
Travel $12,000 $8,000 $4,000
Other $18,000 $15,000 $15,000
Total Operating
Expenses
$326,808 $430,650 $486,350
Profit Before Interest
and Taxes
($53,108) ($13,650) $92,650
EBITDA ($53,108) ($13,650) $95,150
Interest Expense $8,183 $9,400 $9,100
Taxes Incurred $0 $0 $25,065
Net Profit ($61,291) ($23,050) $58,485
Net Profit/Sales -22.05% -5.45% 10.00%
Pro Forma Cash Flow
Cash Received
Cash from
Operations
Cash Sales $69,500 $105,750 $146,250
Cash from
Receivables
$159,050 $291,458 $409,934
Subtotal Cash from
Operations
$228,550 $397,208 $556,184
Additional Cash
Received
Sales Tax, VAT,
HST/GST Received
$0 $0 $0
New Current
Borrowing
$20,000 $6,000 $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
$3,000 $5,000 $0

of 24
Subtotal Cash
Received
$251,550 $408,208 $556,184
Expenditures Year 1 Year 2 Year 3
Expenditures from
Operations
Cash Spending $209,050 $311,000 $359,000
Bill Payments $121,806 $135,385 $162,552
Subtotal Spent on
Operations
$330,856 $446,385 $521,552
Additional Cash Spent
Sales Tax, VAT,
HST/GST Paid Out
$0 $0 $0
Principal Repayment
of Current Borrowing
$0 $0 $8,000
Other Liabilities
Principal Repayment
$0 $0 $0
Long-term Liabilities
Principal Repayment
$0 $0 $4,000
Purchase Other
Current Assets
$0 $0 $0
Purchase Long-term
Assets
$0 $0 $0
Dividends $0 $0 $0
Subtotal Cash
Spent
$330,856 $446,385 $533,552
Net Cash Flow ($79,306) ($38,177) $22,632
Cash Balance $38,494 $317 $22,949
Pro Forma BalanceSheet
Assets
Current Assets
Cash $38,494 $317 $22,949
Accounts Receivable $49,450 $75,242 $104,058
Other Current Assets $3,500 $3,500 $3,500
Total Current Assets $91,444 $79,059 $130,507
Long-term Assets
Long-term Assets $25,000 $25,000 $25,000
Accumulated
Depreciation
$0 $0 $2,500
Total Long-term
Assets
$25,000 $25,000 $22,500
Total Assets $116,444 $104,059 $ $153,007
Liabilities and
Capital
Current Liabilities
Accounts Payable $11,435 $11,100 $13,563

of 24
Current Borrowing $36,000 $42,000 $34,000
Other Current
Liabilities
$0 $0 $0
Subtotal Current
Liabilities
$47,435 $53,100 $47,563
Long-term Liabilities $55,000 $55,000 $51,000
Total Liabilities $102,435 $108,100 $98,563
Paid-in Capital $103,000 $108,000 $108,000
Retained Earnings ($27,700) ($88,991) ($112,041)
Earnings ($61,291) ($23,050) $58,485
Total Capital $14,009 ($4,041) $54,444
Total Liabilities
and Capital
$116,444 $104,059 $153,007
Net Worth $14,009 ($4,041) $54,444
THE END

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