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How to Start a BPO Business: A Detailed Step-by-Step Guide

Step into the dynamic and constantly progressing realm of Business Process Outsourcing (BPO) – where endless opportunities await. Whether you’re a budding entrepreneur or a well-established company seeking expansion, delving into the world of BPO can bring forth immense profitability. This all-inclusive guide has been crafted to guide you through the entire process of kickstarting your own BPO venture – from mastering the fundamentals of BPO to launching your own firm. By leveraging a tactical approach and utilizing effective resources like Time Champ for efficient employee oversight, your journey into the world of BPO promises to be a thriving and fulfilling experience.

What is Business Process Outsourcing (BPO)?

BPO, or Business Process Outsourcing, is a widely used practice whereby companies delegate their standard business functions to outside service providers.

This approach allows organizations to prioritize their main areas of expertise while entrusting non-essential tasks to specialized external teams.

BPO services encompass a diverse range of functions such as customer service, accounting,  human resources , and IT management. With its adaptable and scalable nature, BPO presents a compelling solution for businesses seeking to streamline operations and cut expenses.

Why do Companies Outsource?

The decision to outsource is prompted by multiple factors. Mainly, organizations turn to BPOs as a means to decrease operational expenses. By delegating tasks to specialized firms, companies can cut back on labour, infrastructure, and technology costs.

Not only that, but BPOs also offer a wealth of knowledge and effectiveness, ensuring that secondary functions are managed efficiently. This arrangement enables businesses to concentrate on their primary objectives and development plans.

Furthermore, outsourcing provides the opportunity to swiftly expand operations, adapting to market demands without requiring substantial financial investment.

What’s in it for You as a BPO Vendor?

As a BPO vendor, the possibilities are endless and diverse. With businesses becoming more globalized, the need for outsourcing services has surged tremendously.

This creates a highly profitable opening for BPO vendors to serve a wide range of clients worldwide and provide specialized services in different fields. From boosting revenue streams to establishing international business connections, the advantages of being a BPO vendor are considerable.

Moreover, with the continuous advancements in technology, BPOs have the chance to offer even more advanced solutions, utilizing cutting-edge tools such as AI and machine learning to deliver unparalleled results for their clients.

List of BPO Services

The range of services offered by BPO firms is extensive and can be tailored to meet the specific needs of different industries. Common BPO services include:

• Customer Support : Handling customer inquiries, complaints, and feedback.
• Telemarketing :  Product promotion  and sales calls.
• Data Entry and Management : Efficient handling of data for businesses.
• Accounting and Financial Services : Managing financial records and transactions.
• Human Resources : Recruitment, payroll processing, and employee management.
• IT and Technical Support : Providing technical assistance and managing IT infrastructure.

These services underline the versatility of BPO businesses in catering to a wide range of client needs.

The Six Steps to Start a BPO Business

Follow these 6 steps below to start a BPO Business.

1. Determine the Type of BPO You Want

The first step in starting a BPO company is deciding what type of BPO business you want to start. Here is the difference between the two types of BPO (Horizontal and Vertical BPOs).

A. Horizontal BPO

A horizontal BPO offers a wide range of services that are widely utilized in various industries. These crucial services, including customer support, data entry, and IT services, are not confined to a particular industry. By adopting a horizontal BPO approach, you can attract a diverse clientele and expand into new markets. For entrepreneurs with specialized skills in areas such as customer relations or IT support, this model holds immense potential regardless of the industry.

B. Vertical BPO

On the other hand, a vertical BPO stands apart by offering industry-specific services. To illustrate, a vertical BPO may exclusively cater to the healthcare field through offerings such as medical transcription, billing, and patient record management. This type of approach demands a comprehensive understanding of the industry and its regulatory landscape. Choosing a  vertical BPO  can prove advantageous if you possess expertise in a particular sector, as it enables you to provide specialized services and foster stronger partnerships within the industry.

2. Develop a Business Plan

A well-thought-out business plan is the backbone of any successful venture, and this holds especially true for a BPO business. Your business plan should broadly cover:

• Market Analysis: Understanding the demand for BPO services within a specific industry or across various industries is crucial. Additionally, identifying your target market and conducting a thorough analysis of your competitors will enable you to establish your niche and position your services strategically.
• Service Offering: Clearly define what services you will offer. If you’re starting a horizontal BPO, list the general services you plan to provide. For a vertical BPO, detail the industry-specific services and how they cater to the unique needs of that sector.
• Operational Plan: A comprehensive outline of your BPO’s operations is vital. This includes determining a suitable business location, as well as the technology and tools that will be utilized and your approach to staffing and training.
• Boost Your Business with a Winning Marketing Strategy: Bring in clients by creating a strong online presence through a professional website, making valuable connections through networking, and utilizing the power of  social media and digital marketing .
• Secure Your Success with Solid Financial Plans: Plan and project all necessary expenses, from start-up costs to ongoing operational expenses, as well as projected revenue. These financial projections hold major importance in attracting investors or obtaining loans. 

Remember, BPO your business plan is your guide to success so, don’t just view it as a document to present to others, but rather as a vital tool for mapping out your business’s future growth and success.

3. Do the Paperwork

When starting a BPO business, it is important to complete various legal and administrative tasks:

•   Business Registration: Follow the laws of your country and register your business accordingly. This may involve choosing a business structure (such as a sole proprietorship, partnership, or corporation) and registering with the appropriate authorities. 
• Licenses and Permits: Depending on your location and the services you offer, you may be required to obtain specific licenses or permits. It is crucial to research the requirements in your area and ensure that you comply with them. 
• Tax Registration and Compliance: Be knowledgeable about and fulfil your tax responsibilities. This involves registering for taxes and understanding how your business model impacts your taxes.
• Insurance: Protect your business and employees by obtaining the necessary insurance policies. This could include obtaining general liability insurance.
• Employment Laws : Familiarize yourself with employment laws in your area. This is crucial if you plan to hire employees, ensuring you comply with wage laws, work hours, and employee rights.

4. Invest in Necessary Equipment and Technology for Your BPO Business

In the world of Business Process Outsourcing (BPO), having the right technology and equipment is crucial for success. This involves investing in advanced communication tools and performance tracking tools to ensure your BPO company operates efficiently and meets client expectations.

A. Communication Tools

• Messaging Tools :Messaging is a vital aspect of a successful BPO operation, and it’s essential to prioritize efficient communication in your business plan. A key step is investing in robust messaging tools that allow for seamless communication. Look for features such as group chats, file sharing, and integration with other business tools to enhance collaboration among team members. This will ensure a smooth flow of information, a crucial element in the functionality of a BPO.
• Video Conferencing Tools : In the world of global business process outsourcing, video conferencing tools are a must-have. They allow you to maintain personal connections with clients and teams from different locations. When choosing a video conferencing tool, consider features like high-quality video and audio, reliable connectivity, screen sharing capabilities, and secure connections. This is critical in ensuring effective communication in the BPO industry.

B. Performance Tracking Tools

In the BPO (Business Process Outsourcing) sector,  performance-tracking tools  are essential for monitoring and enhancing workforce productivity. These tools are critical in ensuring that your team meets and exceeds the operational standards expected by clients. A standout example in this category is Time Champ.

Features of Time Champ:

Time Tracking : This feature allows you to monitor the amount of time employees spend on various tasks. It’s crucial for ensuring efficient time management and for billing purposes, especially in projects where clients are billed on an hourly basis.

Activity Monitoring : This function provides insights into the daily activities of your employees. By understanding how your team spends their workday, you can identify areas for improvement, such as reducing time spent on non-essential tasks.

Performance Analytics : Time Champ offers analytics that helps you analyze employee performance over time. These analytics can be used to make informed decisions about resource allocation, training needs, and process improvements.

Project Management: Often, Time Champ integrates with other project management tools , offering a comprehensive view of project progress and individual contributions. This integration is key in a BPO setup, where multiple projects may be handled simultaneously.

Productivity Management :  Time Champ’s productivity management feature helps you assess how efficiently your team members are using their time. It analyzes various metrics like active working hours, frequency of breaks, and the nature of tasks being performed.

In a BPO setting, where multiple projects and client engagements are ongoing, being able to gauge productivity levels helps in allocating resources better and ensuring that time-sensitive tasks are prioritized. It’s essential for maintaining the high productivity standards expected in the BPO industry.

Idle Alerts : Idle alerts notify managers when an employee has been inactive for a set period. This feature helps in understanding if there are any bottlenecks or issues that are causing delays in work.

In a BPO environment, prompt responses and continuous operations are key. Idle alerts can help in quickly identifying and addressing productivity lags, ensuring that client projects are not affected by unforeseen downtimes.

Customizable Alerts :  Time Champ allows you to set customizable alerts for various scenarios, such as deadlines approaching, unusual activity patterns, or deviations from scheduled work hours.

Customizable alerts keep the management team proactive rather than reactive. In the dynamic world of BPO, where client requirements and project scopes can change rapidly, these alerts ensure that the team remains on track and responsive to evolving needs.

Integration with Other Tools : Time Champ often integrates with other business tools like CRM systems, project management software , and communication platforms, providing a holistic view of operations.

Reporting and Analytics : Comprehensive reports and analytics offer deep insights into operational efficiency, employee performance, and areas for improvement.

User Activity Monitoring : This feature provides a detailed view of user activities, including which applications and websites are accessed, helping to ensure compliance and efficient use of company resources.

How These Features Help BPOs

In a BPO business, where delivering high-quality services efficiently is paramount, these features of  Time Champ play a critical role . They help in:

• Enhancing Operational Efficiency : By providing real-time data and insights on how employees spend their time.
• Ensuring Accountability and Transparency : Making it easier to track and report work, which is crucial when dealing with multiple clients.
• Optimizing Resource Allocation : Understanding employee performance patterns helps in making informed decisions about staffing and resource allocation.
• Improving Client Satisfaction : By maintaining high productivity and meeting deadlines, thereby enhancing the overall service quality offered to clients.

Implementing a tool like Time Champ in a BPO setup aligns with the strategic goal of maximizing efficiency while maintaining the quality of service, a cornerstone in the competitive landscape of business process outsourcing.

5. Staff Your BPO Firm

Staffing your BPO firm with the right talent is essential to provide top-notch services to your clients.

A. Determine Your Requirements

First, assess the type of services your BPO business will offer, whether it’s customer support, IT services, or data management. Based on these services, identify the necessary skill sets and the number of employees you will need.

For example, for a BPO specializing in customer support, hiring experienced customer service representatives is key. For IT services, skilled IT support staff are essential. This step is crucial in your  BPO business plan , ensuring you have the right team to handle the projects effectively.

B. Finding Candidates

The process of locating suitable candidates is fundamental when launching a BPO company. Utilize a diverse range of recruitment methods to ensure a diverse pool of  potential employees . Take advantage of job portals, staffing agencies, and social media platforms to reach a wide audience.

Additionally, consider hosting job fairs or taking part in industry events to attract top-notch individuals who are aligned with your BPO goals. This strategy not only helps with filling your firm with competent staff members but also aids in building a formidable employer reputation within the BPO sector.

6. Marketing Your Business and Getting Clients

1. build a top-notch website for your company.

Your website should be professional, informative, and reflective of your brand. It should clearly outline your services, showcase client testimonials, and provide easy ways to contact you.

2. Networking

Attend industry events, join professional groups, and connect with business leaders. Networking can provide valuable opportunities for partnerships and client referrals.

3. Spreading Awareness

Utilize digital marketing strategies like SEO, content marketing, and social media campaigns. Consider also  traditional marketing methods , such as print media advertisements and attending trade shows

In conclusion, starting and successfully running a BPO (Business Process Outsourcing) business requires a strategic approach, detailed planning, and the right tools. From understanding the basics of what BPO is and what a BPO does to implementing sophisticated software like Time Champ for employee productivity management , each step is crucial in the journey of how to start a BPO company.

As you begin your journey towards establishing a successful BPO business, keep in mind the critical role of a well-developed business plan. 

Additionally, it is essential to prioritize legal compliance and gain a deep understanding of how the BPO industry operates in your chosen market or sector.

Equipping your business with the right technology, will not only boost operational efficiency but also align with your goal of providing top-notch services.

Specifically, Time Champ offers invaluable features that will support you in monitoring and optimizing your team’s productivity , a crucial aspect for the success of any BPO venture.

Staffing your BPO firm with skilled professionals and continuously seeking ways to improve and grow, such as learning how to get BPO projects from clients and exploring outsourced business ideas, will keep you ahead in this dynamic industry.

Your journey in the BPO industry may be filled with challenges, but with determination, a clear understanding of your business model, and the right tools at your disposal, you can establish a successful BPO business that stands out in the competitive world of business process outsourcing.  Remember, in the BPO business, it’s not just about what you do; it’s about how effectively and efficiently you do it.

Book a demo with Time Champ today and take the first step towards transforming your BPO’s productivity and efficiency!

Frequently Asked Questions

BPO, or Business Process Outsourcing, is a widely used practice whereby companies delegate their standard business functions to outside service providers.This approach allows organizations to prioritize their main areas of expertise while entrusting non-essential tasks to specialized external teams.BPO services encompass a diverse range of functions such as customer service, accounting, human resources, and IT management. With its adaptable and scalable nature, BPO presents a compelling solution for businesses seeking to streamline operations and cut expenses.

To start a BPO business, first decide the type of BPO (horizontal or vertical) you want to establish, create a detailed business plan, complete necessary legal paperwork, invest in technology like Time Champ for employee monitoring, hire skilled staff, and develop a marketing strategy to attract clients.

• Customer Support
• Telemarketing
• Data Entry and Management
• Accounting and Financial Services
• Human Resources
• IT and Technical Support

Legal considerations include business registration, obtaining necessary licenses and permits, complying with tax obligations, getting appropriate insurance, and adhering to employment laws to ensure smooth and compliant business operations.

A BPO company manages non-core business activities for other companies. These activities can range from customer service to back-office functions, depending on the BPO’s specialization and the client’s needs.

A well-crafted business plan outlines your market analysis, service offerings, operational strategies, marketing tactics, and financial projections. It serves as a roadmap for your BPO business’s growth and guides decision-making processes.

To attract clients for your BPO business, build a professional website, network within the industry, utilize digital marketing techniques, and offer high-quality, competitive services that cater to the specific needs of potential clients.

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Call Center Business Plan Template

Written by Dave Lavinsky

Call Center Business Plan

Over the past 20+ years, we have helped over 1,000 entrepreneurs and business owners create business plans to start and grow their call centers. On this page, we will first give you some background information with regards to the importance of business planning. We will then go through a call center business plan template step-by-step so you can create your plan today.

Download our Ultimate Business Plan Template here >

What is a Call Center Business Plan?

A business plan provides a snapshot of your call center as it stands today, and lays out your growth plan for the next five years. It explains your business goals and your strategy for reaching them. It also includes market research to support your plans.

Why You Need a Business Plan for a Call Center

If you’re looking to start a call center, or grow your existing call center, you need a business plan. A business plan will help you raise funding, if needed, and plan out the growth of your call center in order to improve your chances of success. Your business plan is a living document that should be updated annually as your company grows and changes.

Sources of Funding for Call Centers

With regards to funding, the main sources of funding for a call center are personal savings, credit cards, bank loans and angel investors. With regards to bank loans, banks will want to review your plan and gain confidence that you will be able to repay your loan and interest. To acquire this confidence, the loan officer will not only want to confirm that your financials are reasonable, but they will also want to see a professional plan. Such a plan will give them the confidence that you can successfully and professionally operate a business. Personal savings and bank loans are the most common funding paths for call centers.

Finish Your Business Plan Today!

How to write a business plan for a call center agency.

If you want to start a call center or expand your current one, you need a business plan. Below we detail what should be included in each section of your own plan:

Executive Summary

Your executive summary provides an introduction to your business plan, but it is normally the last section you write because it provides a summary of each key section of your plan.

The goal of your Executive Summary is to quickly engage the reader. Explain to them the type of call center you are operating and the status. For example, are you a startup, do you have a call center that you would like to grow, or are you operating call centers in multiple markets?

Next, provide an overview of each of the subsequent sections of your plan. For example, give a brief overview of the telemarketing industry. Discuss the type of call center you are operating. Detail your direct competitors. Give an overview of your target customers. Provide a snapshot of your marketing plan. Identify the key members of your team. And offer an overview of your financial plan.  

Company Overview

In your company overview, you will detail the type of call center you are operating.

For example, you might operate one of the following types of call centers:

• Inbound Call Center : this type of call center focuses on answering inbound phone calls usually from new and existing consumers.
• Outbound Call Center: this type of call center specializes in calling customers and consumers on a company’s behalf and are responsible for selling a product/service and expanding a company’s reach in their phone calls.
• Automated Call Centers: this type of call center has a computer-based system that is interactive and allows the callers to handle some of the responsibilities of directing their call.

In addition to explaining the type of call center you will operate, the Company Overview section of your business plan needs to provide background on the business.

Include answers to question such as:

• When and why did you start the business?
• What milestones have you achieved to date? Milestones could include the number of customers served, number of positive reviews, reaching X amount of clients served, etc.
• Your legal structure. Are you incorporated as an S-Corp? An LLC? A sole proprietorship? Explain your legal structure here.

Industry Analysis

In your industry analysis, you need to provide an overview of the telemarketing industry.

While this may seem unnecessary, it serves multiple purposes.

First, researching the industry educates you. It helps you understand the market in which you are operating.

Secondly, market research can improve your strategy, particularly if your research identifies market trends.

The third reason for market research is to prove to readers that you are an expert in your industry. By conducting this market research and presenting it in your plan, you achieve just that.

The following questions should be answered in the industry analysis section:

• How big is the industry (in dollars)?
• Is the market declining or increasing?
• Who are the key competitors in the market?
• Who are the key suppliers in the market?
• What trends are affecting the industry?
• What is the industry’s growth forecast over the next 5 – 10 years?
• What is the relevant market size? That is, how big is the potential market for your call center? You can extrapolate such a figure by assessing the size of the market in the entire country and then applying that figure to your local population.

Customer Analysis

The customer analysis section must detail the customers you serve and/or expect to serve.

The following are examples of customer segments: telemarketing companies, large organizations, charities, and help desks/customer support teams.

As you can imagine, the customer segment(s) you choose will have a great impact on the type of call center you operate. Clearly, charities would respond to different marketing promotions than help desks, for example.

Try to break out your target customers in terms of their demographic and psychographic profiles. With regards to demographics, include a discussion of the ages, genders, locations and income levels of the customers you seek to serve.

Psychographic profiles explain the wants and needs of your target customers. The more you can understand and define these needs, the better you will do in attracting and retaining your customers.

Finish Your Call Center Business Plan in 1 Day!

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With Growthink’s Ultimate Business Plan Template you can finish your plan in just 8 hours or less!

Competitive Analysis

Your competitive analysis should identify the indirect and direct competitors your business faces and then focus on the latter.

Direct competitors are other call centers.

Indirect competitors are other options that customers have to purchase from that aren’t direct competitors. This includes in-house customer support departments and online support websites. You need to mention such competition as well.

With regards to direct competition, you want to describe the other call centers with which you compete. Most likely, your direct competitors will be call centers located very close to your location.

For each such competitor, provide an overview of their businesses and document their strengths and weaknesses. Unless you once worked at your competitors’ businesses, it will be impossible to know everything about them. But you should be able to find out key things about them such as:

• What types of customers do they serve?
• What type of call center are they?
• What is their pricing (premium, low, etc.)?
• What are they good at?
• What are their weaknesses?

With regards to the last two questions, think about your answers from the customers’ perspective. And don’t be afraid to ask your competitors’ customers what they like most and least about them.

The final part of your competitive analysis section is to document your areas of competitive advantage. For example:

• Will you provide shorter call times and higher call volume?
• Will you provide call center services that your competitors don’t offer?
• Will you provide better customer service?
• Will you offer better pricing?

Think about ways you will outperform your competition and document them in this section of your plan.  

Marketing Plan

Traditionally, a marketing plan includes the four P’s: Product, Price, Place, and Promotion. For a call center agency, your marketing plan should include the following:

Product : In the product section, you should reiterate the type of call center company that you documented in your Company Analysis. Then, detail the specific products you will be offering. For example, in addition to a call center, will you provide call forwarding, market research, lead generation, and any other services?

Price : Document the prices you will offer and how they compare to your competitors. Essentially in the product and price sub-sections of your marketing plan, you are presenting the call center services you offer and their prices.

Place : Place refers to the location of your call center company. Document your location and mention how the location will impact your success. For example, is your call center located in a busy retail district, a business district, a standalone office, etc. Discuss how your location might be the ideal location for your customers.

Promotions : The final part of your call center marketing plan is the promotions section. Here you will document how you will drive customers to your location(s). The following are some promotional methods you might consider:

• Advertising in local papers and magazines
• Reaching out to websites
• Social media marketing
• Local radio advertising

Operations Plan

While the earlier sections of your plan explained your goals, your operations plan describes how you will meet them. Your operations plan should have two distinct sections as follows.

Everyday short-term processes include all of the tasks involved in running your call center, including answering inbound calls, making outbound calls, finding solutions to customers’ issues, track statistics of your call length and volume, and expand the reach of your client.

Long-term goals are the milestones you hope to achieve. These could include the dates when you expect to land your Xth client, or when you hope to reach $X in revenue. It could also be when you expect to expand your call center to a new city.

Management Team

To demonstrate your call center’ ability to succeed, a strong management team is essential. Highlight your key players’ backgrounds, emphasizing those skills and experiences that prove their ability to grow a company.

Ideally you and/or your team members have direct experience in managing call centers. If so, highlight this experience and expertise. But also highlight any experience that you think will help your business succeed.

If your team is lacking, consider assembling an advisory board. An advisory board would include 2 to 8 individuals who would act like mentors to your business. They would help answer questions and provide strategic guidance. If needed, look for advisory board members with experience in managing a call center or successfully running a sales or customer support team .  

Financial Plan

Your financial plan should include your 5-year financial statement broken out both monthly or quarterly for the first year and then annually. Your financial statements include your income statement, balance sheet and cash flow statements.

In developing your income statement, you need to devise assumptions. For example, will you take on one new client at a time or multiple new clients ? And will sales grow by 2% or 10% per year? As you can imagine, your choice of assumptions will greatly impact the financial forecasts for your business. As much as possible, conduct research to try to root your assumptions in reality.

Balance Sheets : Balance sheets show your assets and liabilities. While balance sheets can include much information, try to simplify them to the key items you need to know about. For instance, if you spend $50,000 on building out your call center, this will not give you immediate profits. Rather it is an asset that will hopefully help you generate profits for years to come. Likewise, if a bank writes you a check for $50,000, you don’t need to pay it back immediately. Rather, that is a liability you will pay back over time.

In developing your Income Statement and Balance Sheets be sure to include several of the key costs needed in starting or growing a call center:

• Cost of computer software.
• Cost of equipment and supplies
• Payroll or salaries paid to staff
• Business insurance
• Taxes and permits
• Legal expenses

Attach your full financial projections in the appendix of your plan along with any supporting documents that make your plan more compelling. For example, you might include your office location lease or invoices of client projects you are working on.  

Putting together a business plan for your call center is a worthwhile endeavor. If you follow the template above, by the time you are done, you will truly be an expert. You will really understand the call center industry, your competition, and your customers. You will have developed a marketing plan and will really understand what it takes to launch and grow a successful call center.  

Call Center Agency Business Plan FAQs

What is the easiest way to complete my call center business plan.

Growthink's Ultimate Business Plan Template allows you to quickly and easily complete your business plan.

How Do You Start a Call Center?

Starting a call center is easy with these 14 steps:

• Choose the Name for Your Call Center Agency
• Create Your Call Center Business Plan
• Choose the Legal Structure for Your Call Center Agency
• Secure Startup Funding for Your Call Center (If Needed)
• Secure a Location for Your Business
• Register Your Call Center Agency with the IRS
• Open a Business Bank Account
• Get a Business Credit Card
• Get the Required Business Licenses and Permits
• Get Business Insurance for Your Call Center
• Buy or Lease the Right Call Center Equipment
• Develop Your Call Center Agency Marketing Materials
• Purchase and Setup the Software Needed to Run Your Call Center
• Open for Business

Learn more about how to start your own call center agency .

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OR, Let Us Develop Your Plan For You

Since 1999, Growthink has developed business plans for thousands of companies who have gone on to achieve tremendous success.  

Click here to see how Growthink’s professional business plan consulting services can create your business plan for you.  

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Call Center Business Plan

If you are planning to start a new call center business, the first thing you will need is a business plan. Use our sample call center business plan created using Upmetrics business plan software to start writing your business plan in no time.

Before you start writing your business plan for your new call center business, spend as much time as you can reading through some examples of services-related business plans.

Reading sample business plans will give you a good idea of what you’re aiming for, and also it will show you the different sections that different entrepreneurs include and the language they use to write about themselves and their business plans.

We have created this sample Call Center Business Plan for you to get a good idea about what a perfect business plan should look like and what details you will need to include in your stunning business plan.

Call Center Business Plan Outline

This is the standard call center business plan outline, which will cover all important sections that you should include in your business plan.

• Mission Statement
• Vision Statement
• Customer Focus
• 3 Year profit forecast
• Business Structure
• Startup cost
• Products and Services
• Market Trends
• Corporate Organizations
• Advertising and Marketing Agencies
• Political Parties
• Religious Organizations
• SWOT Analysis
• Sales Strategy
• Advertising Strategy
• Sales Forecast
• Important Assumptions
• Brake-even Analysis
• Profit Yearly
• Gross Margin Yearly
• Projected Cash Flow
• Projected Balance Sheet
• Business Ratios

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After  getting started with Upmetrics , you can copy this sample business plan into your business plan and modify the required information and download your call center business plan pdf and doc file. It’s the fastest and easiest way to start writing your business plan.

Download a sample call center business plan

Need help writing your business plan from scratch? Here you go;  download our free call center business plan pdf  to start.

It’s a modern business plan template specifically designed for your call center business. Use the example business plan as a guide for writing your own.

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About the Author

Upmetrics Team

Upmetrics is the #1 business planning software that helps entrepreneurs and business owners create investment-ready business plans using AI. We regularly share business planning insights on our blog. Check out the Upmetrics blog for such interesting reads. Read more

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How to start a BPO business (step-by-step guide)

Want to know how to start a BPO company?

With tons of businesses looking to outsource their non-core activities, starting a BPO company has never been more lucrative!

In this article, we’ll show you how to start a BPO company and run it effectively.

This article contains:

(Click on the links to jump to a specific section)

• What Is BPO?
• Determine The Type Of BPO You Want
• Develop A Business Plan
• Do The Paperwork
• Invest In The Necessary Equipment
• Staff Your BPO Firm
• Marketing Your Business And Getting Clients

What is Business Process Outsourcing (BPO)?

Business process outsourcing is an activity where a company contracts its non-core work to an external party. Traditionally, most companies outsource the work to dedicated BPO firms.

For example, many companies in the United States outsource their customer support to small BPO companies in India.

However, with the rise of the gig economy , companies now also hire freelancers to do the job for them.

Why do companies do this?

Outsourcing non-core business activities like data entry and customer service let companies focus solely on their core business operations. This way, they can only invest resources in tasks that matter the most.

What’s in it for you as a BPO vendor?

The BPO industry just keeps growing. As tons of companies are looking to outsource their non-core activities, there are plenty of business opportunities in the BPO industry for new BPO providers.

By setting up BPO firms like domestic call centers in countries like the Philippines and India, you’re also going to save tons of money.

You’ll incur:

• Reduced setup costs.
• Cheaper overheads.
• Lower salaries.

Plus, there’s no shortage of services that businesses are willing to outsource!

This means that you can start a BPO business that specializes in pretty much anything, such as:

• Inbound or outbound call center services.
• Market research.
• Data entry.
• Human resource management.
• Payments or claims processing.
• Customer support and other back-office services.
• Digital marketing and e-commerce.

The six steps to start a BPO business

Here’s how you can start and run a business process outsourcing company in six simple steps:

1. Determine the type of BPO you want

The first step in setting up a BPO company is identifying your business niche.

Zeroing in on a niche helps you determine:

• Your BPO industry sector.
• The activities your BPO firm undertakes.
• The type of clients you engage with.

For example, you could provide call center services to small companies in the retail industry. Here, your BPO sector is retail, your activities are call center services and the type of clients you work with are small companies.

Remember, when starting out, select an outsourcing service you’re familiar with. For example, if you have no experience handling administrative work, don’t offer those services. Even though it may seem straightforward, you’re better suited to offering services you’re already trained in.

Once your company has gained enough traction, you could choose to expand your business in one of two ways:

1. Horizontal BPO

Refers to BPO activities that can be offered across multiple industries. For example, you could only provide technical support across various industries like IT, financial, retail and marketing. In this scenario, your service remains unchanged; however, the industry focus of your business varies.

2. Vertical BPO

Refers to BPO services that are industry-specific. For example, medical coding and billing are activities that are specific to the healthcare industry. Here, your industry focus remains the same while your offerings expand to include other activities within that industry.

2. Develop a new business plan

The next step is developing a business plan for your company.

Ideally, your plan must be well-researched and comprehensive . You need to analyze the intricacies of your chosen niche and look at what your competitors are doing.

Your business plan should:

• Determine your company’s long-term direction.
• Set clear business budgets, objectives and milestones.
• Identify your business structure.
• Help lenders and investors understand your business idea.

While it’s important to develop a good plan, you need to review and update it regularly. This ensures that you’re always able to adapt to any new changes in the market.

3. Do the paperwork

Once your business plan is ready, you’ll have to handle all the necessary paperwork involved in setting up a company.

As this varies on a country-by-country basis, you’ll need to find out how the process works in your country.

For example, if you’re looking to start your BPO business in Bangalore, Chennai or anywhere else in India, here’s how you can register your business:

• In India, you need to register your business under the Companies Act 2013 . This law regulates the responsibilities and operations of firms in the country. You also need to register with the National Association of Software and Services Companies (NASSCOM) to be certified as a BPO provider in India.
• If you are a call center or offer telemarketing and other IT services in India, your business must be listed as a Private Limited Company . You also need to obtain the Other Service Provider (OSP) license from the Department of Telecommunications (DOT) .
• Once you’ve received the OSP license, you may also need to register your business under the Goods and Services Tax (GST) , depending on your BPO offerings.

Laws and tax regulations are always complicated and confusing, so why not consult a legal expert to help you out?

They can easily break down the complexities of your registration process and identify laws that may be beneficial for your business.

4. Invest in the necessary equipment and technology

Regardless of the kind of services you offer, you’ll need to invest in some essential equipment and technology.

For example, most BPO companies need resources such as:

• Office space and furniture.
• Computers and office supplies.
• A high-speed internet connection.
• Workforce management tools .

Some BPO firms such as call centres will also need specialized equipment such as headsets and recording systems.

Remember, the equipment you need will vary based on the type of business process outsourcing service you’re offering. So go over what you need and only invest in that software.

Most companies spend tons of money on tools they don’t need!

With that being said, here are a few key tools that every BPO firm should have:

A. Communication tools

You’ll need a set of good communication tools to keep your projects running smoothly. These tools will help your team collaborate over projects and share updates and relevant files.

Messaging tools

Messaging tools like Fleep and Slack help you quickly collaborate over projects and share relevant data with your staff. You can even create individual channels for team-specific conversations. For example, you can create a sales message channel for focused discussions with your sales team.

Video conferencing tools

Video calling tools like Skype and Zoom help you easily interact with your BPO staff. You can host team meetings and product reviews even if your BPO staff is spread across the globe! It’s an excellent way to build team chemistry and ensure that everyone in your BPO team feels connected.

B. Performance tracking tools

Performance tracking tools help you monitor the productivity of your employees.

Most companies use them to:

• Determine how active their employees are while working.
• Identify if someone’s passing idle-time as work hours.
• Track how long projects take to complete. Create accurate records of time worked to bill clients.

With tools like Time Doctor , you get all this and more!

What’s Time Doctor?

Time Doctor is a powerful time tracking and productivity monitoring software.

It lets you:

• Track time an employee spends on each task.
• Monitor their web and app activity during work hours.
• Identify poor-time usage to hold the employee accountable.
• Ensure that your staff is actively working.
• Access tons of accurate reports for client billing.

Here’s a closer look at how Time Doctor helps you monitor your BPO employees:

1. Simple time tracking

Most time tracking tools can be confusing to use.

This is an issue because when your staff is wasting time figuring out how to use a tool, they’ll have less time to work on their tasks!

Luckily, TimeDoctor is super easy to use.

The tool lets you track time in four simple steps:

• Open Time Doctor.
• Enter the task or project name.
• Start the timer (the app then starts tracking time quietly in the background).
• Stop the timer when you’re done with your task.

As you won’t have to train your employees to use Time Doctor, they can get started right away!

2. Powerful and accurate project records

Time Doctor’s Project Reports give you a detailed break down of the hours spent on each project. It shows you who worked on each task and for how long. For example, if you’re a call center, you’ll know which employee spent the most time answering customer calls.

As the reports are accurate to the second, you can even use it to bill your clients on an hourly basis.

What’s more?

Time Doctor generates tons of other detailed reports, such as:

• Timesheet report – shows the total hours worked by all your BPO staff over a given period.
• Time use report – displays the time spent on tasks by each employee over a specific period.
• Timeline report – displays each employee’s daily work activity in chronological order.
• Attendance and late report – shows who was absent or late on each day and their reason for it.

You can click here for more information on Time Doctor’s reports.

3. Keep your team focused on their tasks

You can’t have your employees get distracted while they’re working, right?

Luckily, Time Doctor has a web and app activity tracker .

The tool automatically monitors your employee’s web and app usage during work hours. If someone accesses an unproductive website like Facebook or YouTube, Time Doctor displays a pop-up asking them if they’re still working. This nudge is enough to get them back to work.

For added flexibility, you can customize which websites and apps are categorized as unproductive.

Time Doctor also gives you a Web and App Usage Report that shows which websites and apps were used by each employee and for how long.

4. Seamlessly integrate with your other workplace software

Time Doctor instantly integrates with tons of different workplace software to help you track the time spent on those tools. You can connect it to your project management, team communication and payment tools for added functionality.

Click here for the complete list of Time Doctor’s integrations.

5. Staff your BPO firm

You’ll now have to staff your own business process outsourcing company.

A. Determine your requirements

Since you’re only starting out, it’s safer to hire around 15-20 experienced people on a full-time basis. As they’re experienced, they won’t require much training in the new job and can help you scale up quickly. Once you grow, you can start to expand and hire more people.

However, this isn’t a hard-and-fast rule.

The number of people you hire and your hiring criteria will vary based on your BPO specialty.

For example, when staffing an on-site call center , you may need to hire at least 50-100 people. However, if you’re opting for a remote-based call center, you’ll need a 25 seater BPO.

When hiring call center agents, your chief evaluation criteria must be communication skills. You’ll need to hire people who are fluent in your chosen language, can communicate effectively and empathize with customers.

B. Finding candidates

Finding the right candidates is never an easy task.

However, when you have a clear idea of the number of people you need and the type of people you’re looking for, this becomes easier.

Create a detailed job description that outlines:

• The activities they’re expected to perform.
• The qualifications needed.
• The skills required for the job.
• What your company is about.
• How this job can help them.

Outlining all of that is essential as it’ll give the candidate a clear idea of what they can expect from the job. This will help narrow your selection pool to include only the most committed candidates who fulfill all your requirements.

Post this job description on sites such as LinkedIn or AngelList to get the applications rolling in! Alternatively, you can hire a part-time hiring manager to find candidates for you in case you need to staff up quickly.

Once you have a set of reliable employees, you can create a referral program where they recommend talent from their networks to join your BPO firm. This is another good staffing option as your employees understand your company culture and will only recommend candidates who are a good fit.

6. Marketing your business and getting clients

Now that your business is up and running, you need to market it to gain more clients.

A. Build a top-notch website for your company

Start by building a user-friendly website for your company. Hire professional copywriters and web designers to create your site.

The benefits?

• A user-friendly website helps you build brand credibility and improve the search engine discoverability of your business.
• Your website clearly describes who you are and what you do—helping you inform leads of your services.
• It makes it easy for people to contact you if they need your services.

Important Tip

When getting a domain name for your business, avoid .net domains if you can. Always try and get a .com domain as that’s usually the go-to extension that people use when searching Google.

If you opt for a .net domain, someone might type your company’s name, follow it with .com and be directed to a competitor’s site!

B. Networking

Using your current network to find clients is your best bet when you’re starting out as a small business. As these people already know you, they’ll be more than willing to give your BPO firm a shot. You can even ask them to recommend you to their connections to build your name in the BPO industry.

C. Spreading awareness

Traditionally, BPOs relied completely on sales teams for leads, since they were targeting enterprise clients only. However, with the scope of BPO expanding to mid-size and small businesses too, you can also opt for several different marketing strategies such as:

• Using social media to spread awareness and find clients.
• Using SEO and content marketing to get found on search engines.
• Using paid ads on LinkedIn and Google.

Starting your own BPO company isn’t rocket science.

You need to analyze the BPO industry in your niche, outline a strong business plan, complete the necessary paperwork and invest in the right tools to run your business. Once you’ve done that, you’ll have no trouble running your BPO firm and growing it in no time!

Book a free demo of Time Doctor

Andy is a technology & marketing leader who has delivered award-winning and world-first experiences.

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How to Write a Call Centre Business Plan

We investigate what should be included in a call centre plan and highlight some of the key fundamentals.

What Is the Aim of a Call Centre Business Plan?

A call centre business plan is a high-level document that is the first stage of setting up a call centre. It describes the purpose of the call centre and outlines the objectives, benefits and costs together with an indication of some of the components.

If you are bidding to create a contact centre within your own organization – whether that’s for service, sales or both – your call center business model will be aimed at internal stakeholders.

However, if you’re looking to create a new outsourced contact centre, your business plan may instead be aimed at investors, who you will need to help fund your operation – through the early days at least!

“In the plan, you will set out a number of options – around things like location, recruiters and technology suppliers. You are looking for approval to dig deeper into these options,” adds Martin Jukes, Managing Director at Mpathy Plus.

A Business Plan Will Cover a Number of Areas, Including:

• Customer Experience
• People and Technology
• Return on Investment (ROI)

Risk Assessment

It is important to keep in mind that your business plan will have three main audiences:

• Those stakeholders or potential sponsors (as already discussed)
• Those already tasked with building
• Those tasked with justifying

Start Your Plan With a Purpose – Set Around Key Objectives

Start off your business proposal by highlighting the purpose and objectives of the call centre.

Highlight your key arguments, using simple language, which will capture the attention of your investors early. Bullet points that set out your thoughts in a logical manner may be all that you need here.

The key is to make straightforward statements like:

“We’re spending £2 million every year in serving customers, in a disparate manner, across the organization. If we spend £1 million setting this up and £1 million a year on resourcing the call centre, then we’re going to get a return on investment fairly quickly, while providing a better customer experience.”

You are setting up the rest of the business plan, which will highlight how you plan to deliver a call centre to meet your objectives.

You then expand upon these arguments later, as you are setting up the rest of the business plan, which will highlight how you plan to deliver a call centre to meet your objectives.

Some other simple objectives that you might want to build a business plan for a call centre around – for a service operation – could be:

Possible Objectives for a Call Centre Business Plan:

• Furthering Revenue
• Improving Customer Experience
• Generating Campaigns
• Increasing Technical Support for New Products
• Enabling Growth

These are some quick examples, which could be expanded into solid objectives. However, these could be quite different from those used in a sales or outsourced contact centre.

What Else Needs to Be Included in a Contact Centre Business Plan?

While you may wish to add other elements into your business plan, here are some of the absolute must-haves, which need their own sections within your proposal.

How will a new contact centre benefit your organization? List all of the benefits in this section to underline the value of your new call centre.

In this section, start by reiterating your “headline” objectives, but also talk about some of the other benefits that call centre could bring – which may also help to swing your stakeholders.

Some of the benefits that are easy to overlook when creating a business plan include:

• Call analysis and more data that will tell you more about your customers
• Continuous improvement of customer service (with the right team)
• Extended service hours
• Improvement of your organization’s image
• Saving time of others in the business, who currently take calls as part of their job

Before you get into agent recruitment, locations and technology considerations you need to specify who will oversee the implementation of the contact centre, provide advice and troubleshoot. Who will be in the project’s steering group?

Plans are often built in project mode – i.e. to get to a defined result in a defined time at a defined budget.

It’s the wrong mindset.

Once you’ve come up with your key objectives, you need to start with “who?”, according to Peter Massey, Managing Director at Budd.

The people you are building for need to be involved right along.

“You need to be clear how it will run, not how it will get built. So how do you get customers’ and operations’ needs to drive scope and acceptability of your plan? The people you are building for need to be involved right along,” says Peter.

“So many new call centre plans don’t survive their first owner – the person who comes in to run a business in it. That disconnect is a real risk.”

This is especially true in fast-growing businesses where the team is being recruited right the way through.

Customer Experience Considerations

An important consideration when planning for a new contact centre is: what will our service look like from a customer’s perspective?

If one of your objectives is to increase revenue through great service, this is particularly important, as you need to highlight the actions that you want to take which will enable you to achieve that.

The idea here is to create a vision of the customer experience that the call centre will deliver. This vision will help to stitch together your technology, location and recruitment options that you present to your stakeholders later in the business plan.

Create a vision of the customer experience that the call centre will deliver.

You may also want to consider: why do customers contact us? Do you plan to automate, simplify or even eliminate some of those contacts in the call centre? If so, how will that impact customer experience for the better?

In this section of your call centre business plan, another important consideration is: how will we measure success? 

If your key objective is to save money, revenue statistics may be all you need. However, if you’re looking to further revenue via improved service and sales, you might need to introduce and explain how you will use measures like:

• Customer Effort
• Customer Emotion
• First Contact Resolution
• Customer Satisfaction
• Net Promoter Score
• Sales Volumes

The metrics that you track, and how you do so, should align with your vision for customer experience.

Location – Along With Branding and Furnishing

If you are looking to run a traditional brick-and-mortar call centre, you will likely present three or four different options for location and note that they will cost x, y and z.

The options that you put forward will depend on things like the availability of suitable resource. Do you want to go near competing organizations where you can potentially poach good staff? Or do you want to stay away from organizations that may want to poach members of your team?

Other factors in your decision may include grant availability, cost of accommodation, office space and, of course, availability.

Factors in your decision may include grant availability, cost of accommodation, office space and, of course, availability.

There is also the matter of the location fitting your brand, and branding in itself is a key thought to have, according to Martin.

“Your contact centre is a representation of your brand, and for many customers it is what they see and experience more than anything else. So you need your call centre to demonstrate what you are about as an organization,” says Martin.

With this in mind, when you are looking at possible locations, you will need to look for costs to furnish, brand and maintain the place, so it not only reflects your company, but also becomes a nice place to work.

A Quick Point on Remote Working

If you are wanting to put together a remote contact centre, furnishing, branding etc. will be less of a consideration – but there will be other costs that you need to consider, such as:

• Liability /employee
• IT and internet
• Workstations

On top of that, with remote working you will have to think more about setting the right working practices and maintaining kit, as well as any safety and security matters that need to be addressed.

These considerations will also apply to hybrid contact centre models, which most contact centres are set to turn into in the post-COVID world.

This poll is made up of data sourced in the Call Centre Helper Webinar: Contact Centre of the Future

The decision on whether you plan for an office-based, hybrid or fully remote contact centre can be a tricky one, but it’s good to think about who you plan to recruit – remembering that:

Office-based working tends to suit:

• Young, sociable workers
• People new to the company and in need of training
• High-paced telesales contact centres
• Environments where team work is important

Home-based working tends to suit:

• Older workers with home responsibilities
• Disabled workers
• Contact centres looking for specialist talent (because of wider talent pool)
• Areas in which contact volumes fluctuate

People and Technology Resources

In terms of resources, there are lots of things to consider. Firstly, forecast your demand and how that will change over time. This will enable you to calculate how many agents you need .

Then, you need to think about the internal structure of your call centre. This will include asking yourself questions such as:

• How many team leaders do we need per x number of agents?
• Who will be in charge of Quality Assurance and coaching?
• Who will be in charge of Resource Planning?
• Who will be in charge of HR for the new team?

Only by asking yourself questions like these and quantifying the duties in each role will you be able to come up with a staffing requirement.

From this, you will put forward suggestions for staff salaries and be able to calculate your potential people costs.

Then focus on your technology . You can opt for cloud-based solutions or on-premise technology.

The plus with cloud is that there are pay-as-you go types of models, which make it much easier to set up a new call centre, while technology integration is also much easier.

Once you have made this decision, it’s time to consider which vendor you’d like to work with. To do this, it’s good to consider which technologies you would like to invest in.

Consider how you might want to simplify, automate or eliminate some of your most common contact reasons…

While there may be some must-haves – like a CRM and an IVR/Call Routing – go back to your top contact reasons and consider how you might want to simplify, automate or eliminate some of your most common contact reasons and consider what technology will help you do that.

A good tool for helping do this is the Value-Irritant Grid. You can find out more about this in our article: A Simple Technique to Improve Your Contact Centre Strategy

For those contact reasons to which none of those options apply, look at the technologies that can support agents in answering those queries effectively – i.e. knowledge bases, visual scripting, etc.

Approach technology vendors with your proposal for technologies and then present options to your stakeholders in your business plan.

For more on putting together a technology plan for your contact centre, read our article: How to Set Up a Call Centre From Scratch – The Checklist

Quick Tip – Make Sure You Put Psychology Before Technology

It’s easy to start totting up the cost of systems and technology required in a contact centre. But not every project team looks at the cost of constantly optimizing the experience of staff and customers in and beyond the contact centre.

If your website and apps drive contacts, it’s not enough to optimize your contact centre. If your marketing and sales propositions drive expectations, it’s not enough to do well in handling contacts, as Peter Massey tells us.

You need a model which fits your company’s values and your customers’ expectations.

“You need to look at the psychology of a contact centre, not just the technology. You need a model which fits your company’s values and your customers’ expectations. That takes thinking time, collaboration from other functions, deep user design and continual optimization,” adds Peter.

Return on Investment

When you put together a set of options for things like location, technology and people, you become much more aware of the costs of your potential operation.

So, this section should include a summary of where the costs lie, in comparison to projections for how much money you are going to save and/or how providing better service will generate further income.

With all of the profit and cost figures, you should be able to calculate when your stakeholders or investors will start to see a return on investment (ROI).

Martin Jukes

When embarking on a project as ambitious as setting up a new call centre, there are a lot of risks that you need to mitigate for.

“Understanding scale is critical and one risk that I would expect to be included in a call centre business plan is sizing, whether that’s over- or under-sizing – which may be due to the volatility of forecasts,” adds Martin..

Another risk may include your technology not working – or that it does not deliver what you were hoping it would deliver – either from a timescale or functionality perspective.

A further example of a risk that you may need to provide some contingency measures for is recruitment problems, in case you fail to hire the required calibre of people in the area in which you are targeting. These are the sorts of risks to plan for, and there may well be others.

Mistakes to Avoid With Your Plan

There are many potential pitfalls that you can slip into when creating a call centre business plan. The two most common – as identified by Martin Jukes – are as follows.

1. Failing to Structure the Business Plan Around the Customer

By positioning your call centre as your organization’s “hub for customer experience”, not only are you highlighting its strategic value, but you can also ensure that it is not going to be viewed – from now and in the future – as a “cost centre”.

When your call centre is viewed as a cost centre, you will find it very difficult to put together a business case in the future for new technologies, staff and other customer innovations.

If you also create your business plan around a vision for how you will serve your customers, you will naturally align your choices – in terms of location, recruitment, technology etc.

2. Putting Technology Ahead of Customer Experience and Psychology

Technology is your enabler, once you’ve decided what it is that you’re trying to do.

For example, if you are looking to set up an outbound sales call centre, you would use technology differently from if you were planning for an inbound support centre.

You need to understand what you need from your technology, before setting up your system.

A lot of people buy a contact centre platform and then work out how to do it. But that approach is wrong. You need to understand what you need from your technology, before setting up your system.

As Peter says: “What goes into a call centre business plan is as much psychology as technology.”

Other Mistakes…

While these two are common mistakes, there are lots more in terms of the implementation of the call centre, in terms of:

• Getting the right people
• Putting training together and getting the right support material in place
• Branding and aligning people behind a company culture

Getting this right depends on lots of market research and, of course, having a vision for how you plan to service customers. This will help you to secure the necessary funds.

8 Key Questions You Need to Answer in Your Business Plan

While we’ve covered the fundamental components of a call centre business plan, there are many questions that you’ll need to answer as you put together your proposal.

Here are some important examples that Peter Massey put forward:

Peter Massey

• What shall I focus the budget into to make the biggest impact / best operation?
• What does it cost to build a contact centre?
• How much should we justify investing for best impact?
• What should the project team look like?
• How do we make sure the operational team get handed over what they need?
• How do we get the right subject-matter experts involved?
• How do we avoid scope creep or scope reduction whilst hitting a deadline?
• If we’re building afresh, how do we make sure we don’t just build a shinier version of what we did before?

Get Some External Advice

While this is no doubt a long and thorough guide to creating a call centre business plan, it is a big task and one that most organizations do once in a blue moon.

With this in mind, it is good to get in contact with experts like Martin and Peter, who have worked alongside many organizations in putting together a call centre business plan.

They know all the potential pitfalls and issues that you are likely to come across, as well as other key trends regarding what’s going on in the industry – so engaging with a third party is a key final tip.

If you would like to reach out to Martin or Peter, you can check out their websites here:

• Martin Jukes: mpathyplus.co.uk
• Peter Massey: budd.uk.com

For more advice on setting up a contact centre, read our articles:

• How to Set up a Call Centre
• What Is a Call Centre? – 10 Things to Know
• 23 Considerations to Make Before Implementing a New Digital Channel

Published On: 4th Jan 2021 - Last modified: 9th Nov 2023 Read more about - Customer Service Strategy , Martin Jukes , Peter Massey , Setup

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Everything You Need to Know about Business Process Outsourcing

By Kate Eby | January 17, 2017

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In today’s connected world, a successful business is often an efficient one, and the difference can come down to smart, innovative processes, with suitably adept management to match. Novel, modern process management techniques can take your business from good to great. One outgrowth of BPM, business process outsourcing (BPO), can enable just such a change if enacted in a careful, conscientious manner and with a quality vendor.

This article has everything you need to know about business process outsourcing: what it is, what types of processes and functions BPO vendors support, the current state and future outlook of the industry, and how to choose a vendor that’s right for your company. Along the way, BPO experts weigh in, and we even provide a vendor scorecard template to make that decision easier for you.

What Is Business Process Outsourcing?

Business process outsourcing (BPO) is the practice of contracting a work process or processes to an external service provider. BPO fills supplementary business functions like payroll, accounting, telemarketing, data recording, social media, customer support, and more.

From fledgling startups to massive Fortune 500 companies, businesses of all sizes outsource processes, and the demand continues to grow, as new and innovative services are introduced and businesses seek advantages to get ahead of the competition. BPO can be an alternative to labor migration, allowing the labor force to remain in their home country while contributing their skills abroad.

BPO is often divided into two main types of services: back office and front office. Back-office services include internal business processes, such as billing or purchasing. Front-office services pertain to the contracting company’s customers, such as marketing and tech support. BPOs can combine these services so that they work together, not independently.

The BPO industry is divided into three categories, based on the location of the vendor. A business can achieve total process optimization by combining the three categories:

Offshore vendors are located outside of the company’s own country. For example, a U.S. company may use an offshore BPO vendor in the Philippines.

Nearshore vendors are located in countries that neighbor the contracting company’s country. For example, in the United States, a BPO in Mexico is considered a nearshore vendor.

Onshore vendors operate within the same country as the contractor, although they may be located in a different city or state. For example, a company in Seattle, Washington, could use an onshore outsourcing vendor located in Seattle, Washington, or in Huntsville, Alabama.

Why Do Businesses Outsource Processes?

Outsourcing is a part of many successful business models, especially for companies who do not have the resources and services they need available internally. Businesses often outsource to decrease costs, expand their presence, or increase flexibility.

Some people believe that businesses are only after the tax break associated with outsourcing jobs, or “shipping jobs overseas” as some political ads claim. According to PolitiFact , this is a flawed notion. PolitiFact concedes that there are tax breaks for a company when it relocates, whether out of country or to a different state, but there is no specific tax break or loophole in the U.S. tax code related to outsourcing.

What is relevant to this argument, however, is that the U.S. corporate income tax is one of the highest in the developed world (39.1 percent). Therefore, U.S. companies benefit from outsourcing operations to countries with a lower income tax because businesses pay the rate of their host country. In addition, businesses cite many other reasons to engage in outsourcing:

To decrease costs : Outsourcing cuts down on costs for in-house labor, particularly for staffing and training, and for the work space to accommodate local employees. An outsourcing company physically located in a developing country leverages lower-cost labor markets. Finally, outsourcing enables businesses to use variable-cost models, like fee-for-service plans, instead of fixed-cost models that are required when retaining local employees.

To concentrate on key functions : Outsourcing allows businesses to hone in on their main offerings instead of company functions that aren’t directly tied to their core processes. For example, when outsourcing, the company won’t have to monitor the payroll accountant’s performance. Rather, it can focus its energies on highlighting its business differentiators and maximizing overall growth. In turn, these actions can boost a company’s competitive advantage and enhance its interactions with the value chain. Ultimately, the company can enjoy improved customer satisfaction and increased profits.

To achieve better results in noncore functions : Outsourcing companies specialize in what are considered noncore functions of other businesses, delivering world-class capabilities for its clients. In fact, an outsourcing company that invests in specialized processes and technologies can deliver cutting-edge breakthroughs to its clients. For example, a gaming design company may not want to pay for the latest payroll program on the market, but an outsourcing business that offers payroll services would likely make that investment to benefit its own performance, as well as that of its clients.

To expand their global presence : Some outsourcing companies can serve customers in multiple languages, around the clock, thus relieving the local company of the responsibility. Outsourcing companies can leverage their presence in multiple countries and keep the local company’s redundant divisions to a minimum. For example, WNS Global has 37 “delivery centers” across the world and specializes in business process management.

To enable flexibility : Companies that outsource their noncritical functions can act more quickly and more efficiently when managing the risks associated with introducing new products or services. They can also reassign their internal resources to more critical functions to help ensure better coverage and allocate responsibility.

To improve speed and efficiency : Companies that outsource processes are opting to let specialists handle those tasks, thus saving time, improving accuracy, and increasing their capacity. For example, a BPO that specializes in records management can automatically index documents, making them available for retrieval and keeping a company in compliance with legal requirements. This replaces manual data entry and storage.

Ryan Fitzgerald, owner of and realtor at Raleigh Realty , has extensive experience with BPOs. He says, “There are both pros and cons to creating an outsourcing process for your business. The obvious pros are that it saves you time and effort, which likely saves you money. There are only so many hours in a day, so you will want to focus the limited time you have on the work that makes you the greatest ROI (return on investment) on your best work.

“Another pro is that there is a good chance the person you're outsourcing your projects to is armed with a better skill set for the specific goal you're trying to accomplish. By outsourcing your work, you allow yourself the opportunity to be more productive and grow your business faster.

“One of the biggest cons is that you leave yourself exposed if you don't do the work yourself. What happens if the person you're outsourcing to moves away? What if they take your ideas and give them to other businesses you're competing against? We had an instance where we bought a lot of video marketing equipment and decided to outsource our projects to a video professional. That video professional is now reaching out to our competitors to ask if they would like the same work done. That means one of our competitive advantages is potentially lost if other real estate companies see the value.

“There are a lot of benefits to business process outsourcing, but make sure you keep an eye on how it could come back to hurt you as well.”

What Types of Services Do Outsourcing Companies Support?

BPO providers support a number of services to help fill gaps within companies. Some of the participating industries include healthcare, pharmaceuticals, energy, business services, retail and e-commerce, telecom, automotive, utility companies, banking, supply chain, capacity solutions, and asset management.

In fact, the growth in BPOs has resulted in the emergence of subspecialties, including everything from information technology-enabled services (ITES) to travel:

Information technology-enabled services (ITES) BPO : This form of BPO leverages information technology (IT) over the internet or data network to deliver services. Some examples of ITES BPO jobs are service desk analyst, production support analyst, and IT analyst.

Knowledge process outsourcing (KPO) : KPO has changed BPO a bit. Some KPO vendors support functions that are considered core in business, although they may not be core functions in the particular business that hires them. KPO firms offer more than process expertise; they may also provide business and domain-based expertise. Some examples of KPO services include research, analysis, or Microsoft Word and Excel work. KPOs may be capable of making low-level business decisions if they do not conflict with higher-level business policies, but those decisions may be undone easily. KPO vendors are usually linked to the business’s value chain, and they hire people who are competent in a specific field.

Legal process outsourcing (LPO) : LPO is a subset of KPO and encompasses a huge range of higher-level legal work, not merely lower-level legal transcription. LPO firms can draft patent applications and legal agreements, as well as perform legal research. Some LPO firms even advise clients. In-house legal departments usually retain LPOs. Experienced paralegals using industry-standard databases do the work.

Research process outsourcing (RPO) : A subset of KPO, RPO specializes in research and analysis functions. RPO companies perform research and analysis work that supports business, investment, biotech, and marketing firms.

Travel : This pertains to all the operations a business needs to support its travel logistics, from reservations to hotel and vehicle bookings. Travel BPO saves money for the company because it cuts costs while increasing customer satisfaction. Airline and travel companies also engage in BPO for either front- or back-office process streamlining. For example, an airline could outsource its ticketing process.

Each BPO company will specialize in specific services. They may be grouped as follows:

Customer interaction services : The BPO company would cover a business’s voicemail services, appointment schedules, email services, marketing program, telemarketing, surveys, payment processing, order processing, quality assurance, customer support, warranty administration, and other customer feedback.

Back-office transactions : This includes check, credit, and debit card processing; collection; receivables; direct and indirect procurement; transportation administration; logistics and dispatch; and warehouse management.

IT and software operations : These technical support functions include application development and testing, implementation services, and IT helpdesk. For example, manual data entry can be replaced with automated data capture, increasing data intake and reducing cycle time.

Finance and accounting services : These functions include billing services, accounts payable, receivables, general accounting, auditing, and regulatory compliance.

Human resource services : BPOs can help address workforce challenges. They can also cover payroll services, healthcare administration, hiring and recruitment, workforce training, insurance processing, and retirement benefits.

Knowledge services : These higher-level processes may include data analytics, data mining, data and knowledge management, and internet and web research, as well as developing an information governance program and providing the voice of customer feedback.

The Risks of Business Process Outsourcing

The global market size of services outsourced from the United States was $88.9 billion in 2017 and is expected to hit $140.3 billion by 2022, as reported by Statista and The BPO Services Global Industry Almanac 2017 Company Report . This was after steady growth of 4.4 percent compounded annually from $45.6 billion in 2000. For U.S. companies, India and the Philippines perform a large portion of the outsourcing services. India in particular is a leader in BPO for the United States because its labor force is highly skilled, educated, English-speaking, and economical.

Not only are these countries geographically disparate, they are different cultural entities as well, which may constitute a risk for the contracting company. In fact, hiring any outside vendor to perform business processes for your company comes with inherent question of efficiency and quality. This is especially concerning because the industry has seen reported shortages in skilled workers, increased trade protectionism, and gridlocks due to political issues. Other risks include the following:

Security : In outsourcing, especially when information systems (IS) are involved, companies face communication and privacy risks. Security is more difficult to maintain when the business taking care of your IS is not in the same country, especially one with different security requirements. Potential data privacy breaches and vulnerability disclosures are a real threat, particularly with the current prevalence of hacking. The internet, which makes BPO for IT feasible, also may offer a portal through which hackers enter.

Underestimating the costs of services : Companies that employ BPO vendors often underestimate the running costs, especially in upgrades and contract renegotiation. Other hidden costs include vendor selection, currency fluctuations, hardware and software upgrades, internal transitions, layoffs, and the potential decrease in individual worker productivity.

Overdependence on service providers : Once a company designates a vendor for specific processes, the vendor becomes a part of the workflow. The company can incur extraneous costs and decreased productivity when the vendor encounters problems or lapses in its work — for example, when the cost of hiring workers increases. Vendors often replace veteran employees with less experienced workers to keep costs down, and quality suffers as a result.

Communication issues : Language barriers can limit activities when your company hires individual service providers spread across the globe. This can result in delays in new processes and curbs on feedback from different departments, and it can potentially magnify current problems in your business operations. Further, customer-facing services may present language barriers to third-party vendors.

When outsourcing your processes and parts of your business, you face significant risks, depending on the type and structure of your company. For example, in very large segmented companies, outsourcing only the back data entry can carry a low risk. But for a small business that is reliant on BPO as part of its manufacturing, the risk increases. Other possible risks associated with outsourcing include:

Data breaches

Quality control

Operation restoration

Nonlocal employees

Maintenance of strategic alignment

Political instability

Changes in technology and exposure to hacking

Specialization to the point that the niche demand is no longer necessary

On the other side of the equation, BPO companies face risks as well. These include:

Robotic process automation (RPA) : RPA uses bots or artificial intelligence (AI), a form of cognitive computing. These robots operate on a user interface in the same way a human worker would. Due to the demand for increased cost efficiency and innovation, robots are becoming more widespread. According to the Institute for Robotic Process Automation , RPA creates 25-50 percent cost savings. Robots cost between one-fifth to one-ninth of a full-time equivalent (FTE) worker in the United States, and about one-half of an FTE in a developing country. Some experts postulate that BPOs may adopt RPA in limited use or that BPOs will still have contracts, but their role will change to become more of a consultant.

The Business Process Outsourcing Industry

Globally, the BPO sector is worth over $300 billion. BPO vendors employ more than 3 million people in India, and more than 1 million people in the Philippines. Millions more are employed by BPO companies in Europe and the United States. BPO vendors are located all over the world, especially in developing nations with low income tax. South Africa has shown recent dominance in the BPO market, notably in call centers.

In the past five years, the BPO industry has exploded due to shifts in social media use and the concurrent demand for multichannel communication. Consumer behavior has changed too. Browsing social media is now the third most popular online activity, and 81 percent of the U.S. population has at least one social media account.

Before 2000, companies provided customer service through websites and by transferring calls via interactive voice response, and the BPO industry was primarily composed of call centers. But with the growth of social media and, according to Rightscale , the majority (95 percent) of small to medium-sized businesses’ dependence on cloud technologies, BPOs now provide more professional and technical services such as web design, human resources, and accounting services. This has led to increased investment in BPO, with $462 million poured in by startups in 2014.

Another iteration of the BPO industry is business transformation outsourcing (BTO). BTO offers strategy consulting services, not only in-the-box, traditional supportive business functions. BTO consultants help businesses revamp their processes through outsourcing. In other words, BTO consultants review your business as part of their services and find the opportunities to implement BPO where it makes sense and is most beneficial for the company.

The Future of Business Process Outsourcing

The future of BPO is similar to that of many industries in that automation will be key. Many experts point to RPA as the main avenue through which BPO will change. For example, data entry work and image recognition can be automated easily. However, experts report that certain functions, like handwritten data and telemarketing, will resist automation.

All industries, including BPO, will likely leverage emerging technologies, such as cloud services, social media, and machine learning, to reduce costs and accelerate growth. One business model, the productized service, combines software and an outsourced staff member. An example of productized services is a package that bundles cutting-edge accounting software and accounting services, with both services billed to the contracting company monthly. Startups in particular are becoming more dependent on this type of service, so there is mutual dependence with BPOs.

The trend of providing and supporting improvements in social media management tools is expected to continue. Investments in cloud computing will also persist, as it becomes a more mature platform. In addition, BPOs will invest in diversifying their workforce. As BPOs get more competitive and are forced to lower their prices, they will move to lower-cost alternatives such as software automation and AI. With the threat of losing workers to AI and automation, governments and business leaders are educating them so they can meet the newer demand for highly skilled positions.

With businesses expecting BPOs to fill their gaps or even becoming dependent on them, BPOs are required to be more transparent so that they may build and maintain trust. In the 2016 U.S. presidential election, BPO providers were concerned that they would lose their ability to work for U.S. companies if the new administration changed policies on trade, tax laws, and visas. However, experts do not believe that changing political tides will negatively affect BPO or KPO. Because KPO in particular requires higher-level skill sets or higher education, experts believe that individual country politics will be less apt to disrupt the businesses.

Our experts weigh in and provide their opinions of the future of BPO, and some have recommendations for hiring BPO vendors:

According to SEO expert and business advisor Alex Genadinik, Founder and CEO of Problemio.com , “Moving forward, I fear that there will be a decline of quality as the market saturates with more and more companies and freelancers that do essentially the same relatively low-quality work. The challenge is that if you hire high-quality companies, they typically do great work, but are costly. As a business owner, this means that you must either get to the point where you can hire costly companies on a long-term basis or allocate resources to SEO in-house. If done intelligently, it doesn't have to require many resources, but at least you will have control and transparency of what the SEO work is being done. This ensures that your employees are not cutting corners or doing something that will get your website penalized by Google.

“I have experience outsourcing to a BPO for my business Problemio.com, and I have been hired by SEO marketing agencies to train their staff. What I can say is that if you are hiring on a budget, you will get very low-quality work. Only the top tier of the BPO companies actually do good work that I as an SEO expert would deem acceptable. So for the long term: Hire high quality or don't hire at all.”

Thomas Wooldridge, who specializes in web design, social media, and PR at Relamark Web Design & Marketing, advises, “BPO is something that will never go away. It's like saying you want to bring back encyclopedia books or Blockbuster videos. Our world has never gone backward from technology. The internet has made it much easier to bring the whole world together.

“There will always be a need for low-skill and low-wage workers who would be difficult to hire in the West, although many countries such as India, the Philippines, or China will gladly do it on your behalf. On the other hand, the same country you used to hire the low-wage workers will eventually get smarter. The local economies and workers’ skills will improve to where they are demanding higher pay. So then you have to look into another third-world-type country to attract.

“For example in the 1990s, India was the prime location for BPO services. Because of this, education and middle-class incomes rose to the point that they have nearly surpassed that of workers in the United States. Now U.S. companies have to nearly import those same workers to take the jobs that Americans couldn't fill. That is why there is a tremendous growth in Indian medical doctors and IT people in the United States.”

Pete Abilla, Lean Six Sigma expert turned entrepreneur and owner of  FindATutorNearMe , a tutoring marketplace with over 100,000 private tutors, says, “During my career, I've spent a lot of time improving the processes of clients. One trend I'm seeing is that organizations are more interested in training their own employees in the techniques of Lean manufacturing and Six Sigma. However, for some processes, such as call centers and primarily back-office operations, it might be more cost effective to outsource those to a BPO entity. Another trend I'm seeing is that BPO organizations are best to use for departments that are primarily cost centers and not revenue generators for the company.”

Ben Walker, the CEO of Transcription Outsourcing , LLC, says, “We work with all kinds of companies, small, medium, large, public, private, and many different government agencies, on a daily basis. They use my company because they don’t have the internal personnel to do what we do for them. Transcription is not something a lot of people do any more, so by utilizing us and our teams of transcriptionists we can help them get what they need much faster and cheaper than they could do it themselves. I don’t think companies like mine will be going anywhere any time soon because we do highly specialized work that you can’t replace at the drop of a hat and start filling cubicles next week.”

Derric Haynie , CEO of Vulpine Interactive , says, “By the end of 2017 or early 2018, I'm planning on opening up my own counterpart agency in Asia (Bali or the Philippines are front-runners right now). The reason I'm doing this is because my business relies heavily on systems and processes, things that technology can't quite do, but doesn't require significant strategy or high-level employees either. By opening up our own business, we can ensure quality and continuity while simultaneously keeping costs very low.

“While I don't think all companies will move toward this model, I do see it as highly viable and would expect more ‘outsourcing’ to actually be done in-house as even small companies like mine can open up their own in-sourced shop in another country.

“In the short term, I see BPO being easier to access and utilize by all companies, but I also see AI and technology eliminating many BPO jobs in the short- and long-term future. It's the same venture, not a new venture. We will just be opening an office in Asia to handle all of our low-level processes. I imagine there will be many problems starting a business in another country. I have yet to assess all of them properly. I’m not looking forward to that.”

FInally, the new BPO destinations expected to emerge in 2018 include Bulgaria, Romania, Egypt, Mexico, and Columbia. Due to fierce BPO competition, oversaturation, and reduced business growth, these five countries may become alternate low-cost locations.

Business Process Outsourcing Commercial Providers

Below you’ll find links to lists of BPO companies throughout India, Asia, the U.S., the U.K., Australia, and Europe. A BPO company usually specializes in one service or group of services, such as back-office support or, in the case of RPOs, biotech research. These lists are not comprehensive, as new companies crop up weekly, and companies frequently merge.

You can also try service companies that can help you find the right BPO vendor for your needs. Through the contracting process, these service companies can help ensure that all of your needs are covered. Many also use e-procurement services (supplier exchange) to keep the costs constant. E-procurement is a system that allows business-to-business management of services. Here are some useful resources:

eBook directory through the IT and Business Process Association of the Philippines

A commercial company lists of BPO contact information

BPO service providers listed by region and functional area through 123outsource

How to Choose a Business Process Outsourcing Vendor

It’s no easy task choosing a vendor to support your outsourcing needs, but you’ll need to review many details prior to settling on one company and getting an appropriate agreement in place. Experts recommend a formal, extensive process to choose a vendor that has the best outsourcing experience and can meet your company’s goals. The following is a list of tasks to perform in sequential order for companies considering hiring a BPO vendor:

Define your requirements and review potential vendors : Start by defining your key stakeholders, and engage them in the process from the beginning. Set all key stakeholder expectations early and engage them often. During this step, your company must also figure out the key objectives, risks, and scope for BPO. This is your business case scenario, so this step should take the longest and include a full review of your company processes, not only those initially considered for outsourcing. During this step, you should start to source potential vendors and develop a scorecard to determine the most important criteria. You can find a template for developing a scorecard here.

‌ Open Vendor Selection Scorecard Template - Google Sheet

Put together a request for proposal (RFP), and source vendors : In concert with your company stakeholders, determine the most crucial elements of a BPO provider. Develop and send out an RFP from your market research. At this stage, define what service management model your company will use.

Choose the right vendor for your company : Evaluate the proposals. Start analyzing the change that will result from contracting with a third-party vendor. What are the risks and benefits determined from the shortlist of potential vendors?

Negotiate the contract : This is the most important step in the process of acquiring a third-party service provider. Both parties must reach an agreement not only on the service parameters, but also on the contract schedule. It’s critical to ensure buy-in and agreement by all stakeholders.

Transition the work and processes to your chosen vendor : This is the actual “go” step. Develop and put in place a plan for transitioning to the new model. Ensure that your business has open communication internally and with the service provider.

Manage your relationship : Verify proper governance during the life of the contract with your service provider. Performance monitoring is key for ensuring that your company reaps the expected benefits of outsourcing. Expect a collaborative relationship and plan to renegotiate your contract and its scope at the end of its term.

Additional tips that can help you choose the right BPO:

A good outsourcing company should help you decide which parts of your business you need to keep in-house. Beware of a company that tries squeezing core processes out of you.

A good outsourcing company values the work of every employee. This enables a better connection between their company and your organization and can help increase productivity.

A good BPO company’s objective is to help your organization boost sales without consuming too much money.

Choose your BPO company carefully. Look for evidence that it can deliver the task well and on time.

Ask two questions when looking for a BPO service provider: (1) How can I find the right candidate? and (2) How do I manage the outsourcer after I settle their contract?

The key to a successful BPO experience is to do your research beforehand, lay out clear expectations and deliverables with your selected vendor, and stick to what both parties agreed upon.

Overall, the company should choose a BPO vendor carefully and conscientiously. The relationship should be defined formally, and managed and considered regularly.

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Home · bpo learning center · Unlock the Power of Strategic BPO Long-term Planning: Expert Tips and Tricks for Success

Unity Communications

• January 21, 2024

Unlock the Power of Strategic BPO Long-term Planning: Expert Tips and Tricks for Success

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How-to guides, tips and actionable advice on how to manage your BPO team like a pro.

Written by Joyce Ann Danieles

A wise entrepreneur develops a well-structured plan to benefit from business process outsourcing (BPO) in the long run. A strategically thinking businessperson values their partnership with a third party. A sharp-witted merchant emphasizes cost efficiency to produce superior outcomes.

Now, read back the first sentence. Do you have the same mindset?

Yes? No? Unsure? Fret not! This article discusses key concepts to support your BPO long-term planning . You will also learn the best tips and tricks for establishing outsourcing and business growth strategies.

Importance of BPO Long-term Planning

When asked what BPO is , “hiring a provider to deliver outsourcing services ” is the answer most people give. Increased productivity and enhanced product quality urge many organizations to entrust their front- and back-office functions to a third party.

In addition, recent statistics from Deloitte state that cost savings remain the primary driver of outsourcing ; 57% of polled executives said so.

As such, most businesses consider hiring BPO companies as a short-term solution for their in-house struggles and backlogs. However, some take BPO long-term planning seriously. Here is why:

• Align strategic goals . A concrete plan ensures you and your service provider are on the same page. It assures that the BPO partner helps your enterprise achieve sustainable growth.
• Perform due diligence. Background checks and verification are crucial when seeking a healthy BPO partnership for the long term . Evaluating a vendor’s market position, expertise, and professional history lets you identify potential issues and resolutions beforehand.
• Streamline integration and planning processes . Working with a BPO provider requires a detailed integration strategy, especially for large-scale operations such as manufacturing. So you need an action plan to optimize your BPO partner’s strengths.
• Ensure balanced resource allocation. BPO long-term planning guides you in effectively distributing your resources between your non-core and core business functions.
• Manage risks. Collaborating with outsourcing firms involves the exchange of sensitive data and business assets. Thus, a well-organized plan assists in identifying and addressing related threats.

10 Key Elements of Successful BPO Long-term Planning

Long-term strategic planning before hiring BPO firms is your key to success. It involves several elements crucial to obtaining positive outcomes with your service provider.

• Strategic alignment. Long-term planning ensures the contractor’s goals and work strategies match yours. It helps avoid the hassle of conflicts and misunderstandings. 
• Market analysis. Studying the latest market and BPO trends provides essential insights for decision-making. Moreover, monitoring consumer demands with the vendor assists in your planning to attain customer satisfaction and retention.
• Resource planning. A well-organized resource plan describes dividing funding equally between your primary initiatives and outsourcing projects. It informs you of any resource gaps and ways to address them.
• Contract negotiation. Whether you seek IT or call center support, securing a prolonged partnership requires careful negotiation with your ideal provider. As part of BPO long-term planning , you must discuss all your terms, conditions, and expectations with the third-party company. 
• Service-level agreement (SLA). Drafting an SLA comes before, during, or after contract negotiation. It contains all service requirements, rules, payment conditions, and performance metrics for working with a third party.
• Risk management. BPO long-term planning includes creating a risk management framework. This strategy outlines practical solutions to mitigate potential risks that impact your partnership, such as cyberattacks and regulatory changes.
• Knowledge transfer. Setting up a knowledge transfer method establishes transparency between you and your service provider. The transfer method should securely and effectively facilitate the sharing and accessing relevant data for smooth collaboration.
• Relationship management. Maintaining a good relationship with your BPO partner allows you to maximize long-term benefits. You need a coherent relationship management process to ensure seamless communication and coordination despite location and availability barriers.
• Innovation. BPO long-term planning involves exploring innovative ways to achieve higher levels of quality services and client satisfaction ratings. Close cooperation with your provider helps identify which advanced solutions best fit your requirements.
• Continuous improvement. Have a strategy for tracking third-party progress and output. This factor helps you know whether the BPO partner streamlines your non-core functions, improves customer service , and contributes to growth. The resulting insights also notify you of which issues need urgent intervention.

7 Actionable Tips and Tricks for Strategic Planning

A recent study states that strategic planning supports a company’s long-term aptitude and competence. Planning also boosts profitability, enterprise expansion, and market share growth. Moreover, implementing a business plan template streamlines and guides these strategic efforts.

However, do you know where to start your BPO long-term planning ? Allow us to help you through this business process outsourcing guide .

Define clear objectives.  Set specific, measurable, achievable, relevant, and time-bound (SMART) goals. Every BPO model underscores the importance of such objectives. When partnering with a service provider, they are a focal point for your initiatives and resource allocation.

Perform a SWOT analysis.  Identify your strengths and weaknesses within your organization. This analysis guides you in determining which business functions to outsource and which to manage in-house. It also aids in aligning your strategies with market opportunities and preparing to address potential threats.

Study the BPO industry. During your long-term BPO planning, delve into the BPO industry. Analyze market trends, competitive landscapes, and evolving customer demands. The insights gathered from this research inform your decision-making processes and budget planning.

Find the right service provider.  Establish criteria for selecting your ideal BPO partner. Ensure they have relevant experience in your industry and can proficiently deliver the required services. Additionally, seek a vendor with a proven track record, an outstanding reputation, and positive client feedback.

Identify core competencies. Break down your business and your potential provider’s core capabilities. Collaborate closely to strategize, enhance, integrate, and leverage your strengths. This approach allows you to differentiate your offerings from competitors and bring added value to your customers.

Develop a risk management plan. Incorporate risk management into your long-term BPO planning. Identify potential threats associated with the partnership and devise strategies to mitigate them effectively.

Monitor progress. Establish an efficient system for tracking BPO progress and output. Additionally, prepare key performance indicators (KPIs) to assess your provider’s performance. These elements serve as valuable tools for identifying areas of improvement and fine-tuning your BPO approach as needed.

The Bottom Line

Although outsourcing might be a temporary solution to your high operating costs and huge backlogs, drafting a concrete strategy benefits you from this business strategy in the long run. 

Know the importance of BPO long-term planning and the key to its success. The tips and tricks presented here should help you start successfully.

If you have any more questions about BPO long-term planning or BPO in general, let’s connect . Unity Communications values strategic business alignment and integration to help boost your efficiency and profitability.

Enjoyed what you just read? Share it with your network.

About The Author

Joyce Ann Danieles is an SEO content writer from Manila, Philippines. She’s comfortable writing outsourcing-focused articles, helping you clarify the confusing concepts surrounding the BPO industry. With her experience in news writing and copywriting, she’s always ready to feed your brain with random facts and creative insights.

Outside work, Joyce explores the world of literature. She tries to write fiction she hopes to share with everyone someday.

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Top 10 Call Center Business Plan Templates with Examples and Samples (Editable Word Doc, Excel and PDF Included)

Samradni Pradhan

In the current business environment, effective communication is essential for success. Call centers are a key component of this and are often called the "heartbeat" of customer service. They are the first point of contact between businesses and customers, providing a seamless experience with efficiency, compassion, and responsiveness. Not only do call centers address customer queries and concerns, but they also have a significant impact on customer loyalty and satisfaction. Consequently, they have become an essential industry asset, guaranteeing that every customer interaction is positive and memorable.

But the path to a successful call center operation doesn’t come naturally. It requires careful planning, clear goals, and a clear plan to navigate the ever-changing business environment. That’s where a well-thought-out business plan comes in. A business plan is a strategic roadmap that outlines your call center’s vision, purpose, and objectives. It provides a systematic approach to allocating resources, training employees, integrating technology, and measuring performance. In short, a well-executed business plan is a roadmap that turns your call center into a success and keeps it at the forefront of excellence in today’s competitive market.

The best call center business plan templates will be the main topic of this article for you and your company.

Best Call center Business Plan Templates

Table Of Contents

• Executive Summary
• Company Overview
• Industry Analysis
• Customer Analysis
• Competitor Analysis
• SWOT Analysis
• PORTER’s Framework
• Operational Plan
• Financial Plan

These templates have been specifically designed for a call center business plan. This blog will cover the top 10 pages in the complete deck. After downloading, you will get the 52-page Doc, PDF, and XLS files.

1. Executive Summary

The Executive Summary is the cornerstone of your call center business plan. It encapsulates the essence of your plan in a concise manner. This section is crucial for attracting investors as it provides a snapshot of your business's potential for success. It highlights key information, such as your unique value proposition, market opportunity, and financial projections. A compelling Executive Summary can pique investors' interest and encourage them to delve deeper into your plan.

In our Executive Summary section, you will get templates for

1.1 The Quick Pitch: Make a great first impression on potential investors and partners by delivering a compelling and concise introduction highlighting your company's unique features and value propositions.

1.2 The Entity: Visualize your business architecture and unique brand in a way that will attract investors and partners to uncover the real story behind your business.

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2. Company Overview

This section is intended to provide a foundation for investors to understand the organization. By conveying a clear vision of the company's purpose, atmosphere, and objectives, potential investors may be more likely to invest in the company. It is an opportunity for the company to demonstrate its commitment and enthusiasm, which may be a decisive factor in attracting investors who share the same values and vision as the company.

In our Company Overview section, you will get templates for

2.1 Vision and Mission: Make a mission statement and a vision that will guide your call center business into the future.

2.2 Company Goals and Objectives: Consider what you want from your inbound call center business and develop a plan that inspires and sets you up for success.

2.3 Start-up Expenses: Provides an overview of the financial resources required for critical operations, including the establishment of infrastructure, the acquisition of equipment, the recruitment of personnel, the acquisition of licenses or authorizations, and any other initial costs.

2.4 Market Gap and Solution: Unlock the potential of the call center industry and show off your unique business brand, making your brand stand out from the crowd.

2.5 Services Offered: Explore a vast array of premium inbound call center services. Demonstrate your full range of creative and design talents.

2.6 Key Success Factors: Dig into the fundamentals that define your BPO call center business plan, setting you up for success in terms of design and aesthetics.

Looking for more amazing options for a Call Center Business Plan in a PowerPoint Format that will help you give an impressive presentation? Explore this content-ready resource now!

3. Industry Analysis

Investors want to see that your business operates in a viable and growing industry. The Industry Analysis provides data on market size, trends, and growth potential. It demonstrates to investors that your business is well-positioned in a sector with promising opportunities, making it an attractive investment.

In our Industry Analysis section, you will get templates for

3.1 Market Analysis: Explore the call center industry in all its glory, uncover the hidden gems, and find the industry pioneers that will change your business forever.

3.2 Market Trends: Stay one step ahead of the competition by staying on top of the call center trends to keep your customers’ attention.

3.3 Major Challenges: Challenge the industry head-on and develop innovative solutions to keep your call center business growing and thriving.

3.4 Growth Drivers: Create a strategic plan and determine the drivers to propel your brand’s growth and success in the years ahead.

3.5 Geographical Analysis: By tailoring your approach to the different regions of your target market, you can ensure consistent growth that resonates with regional preferences and fulfills local requirements.

4. Customer Analysis

One of the most important things investors want to know about your business is that you know who your customers are. On this page, you’ll want to demonstrate that you know what your customers want, what they’re looking for, what they enjoy, and what kind of person they are. Investors want to see that you know your market and have developed strategies to attract and retain customers. If you can demonstrate that you know your customers, it’ll assure them there’s a demand for your call center services.

In our Customer Analysis section, we offer comprehensive templates for:

4.1 Target Market: Get a bird's eye view of which customer or business areas your call center services are good at to get an accurate and quantifiable market view.

4.2 Buyer Persona: Build an in-depth profile of your ideal customer, from their age and gender to their preferences and behavior, so you can tailor your services to meet their specific needs with skill.

4.3 Market Sizing: Find out how big the call center market is, figure out how much market share your brand can take, and give an idea of what opportunities are out there for you.

5. Competitor Analysis

Investors like businesses that are well-informed about their competition and are familiar with call center care growth trends. You will learn about your competitors’ strengths and weaknesses through a Competitor Analysis, which will help investors assess your competitive advantage. You can attract investors to see your business potential by differentiating from competitors.

6. SWOT Analysis

SWOT Analysis is an essential tool for self-assessment. SWOT Analysis assists investors in understanding the internal strengths and weaknesses of your telemarketing center business, and it’s external opportunities and threats. On this page, you will learn how to identify and mitigate the risks of your business while capitalizing on its strengths. Risk-averse investors will find your business more appealing.

7. Porter's Framework

Porter's Framework analyzes the competition in your sector. Investors want to see how your technical call center business ranks and can withstand competitive pressure. Demonstrating your competitive tactics and market position can attract investors seeking businesses with a robust market presence and long-term competitive edge.

8. Marketing Plan

Investors want assurance that you have a well-thought-out strategy to attract and retain customers. The Marketing Plan outlines your approach to reaching and engaging clients. It's an opportunity to showcase your brand-building and customer acquisition strategies, which can appeal to investors looking for businesses with solid marketing foundations.

In our Marketing Plan section, we provide templates for:

8.1 Marketing Strategies: This includes the marketing channels, strategies, and campaigns you'll use to get and keep customers, as well as the amount of money you'll be spending on marketing.

8.2 Pricing Strategies: It covers pricing models, discounting, bundling, and competitive positioning strategies, all designed to maximize profitability and align with the company’s overall business objectives.

8.3 Customer Support Funnel: It usually has information about the customer service center team, the tech tools they use, how long it takes them to respond, and what steps they take to resolve issues. It's all about ensuring quick and effective customer support center service and resolution.

9. Operational Plan

Investors want to make sure your helpdesk center business is doing well. On the "Operational Plan" page, you'll want to give them an overview of your business's day-to-day operations, like who's working, what's happening, and how things are running. A good plan helps investors believe that your business will grow well.

In our Operational Plan section, we provide templates for:

9.1 Business Model: This text outlines how a business plans to generate revenue while providing value to its customers.

9.3 Milestones: Enhance the growth and success of your call center empire by highlighting your most significant accomplishments and turning points in your business history.

10. Financial Plan

The Financial Plan is critical for investors, providing insights into your financial projections. It includes revenue forecasts, expense breakdowns, and profitability estimates. Investors use this section to evaluate the potential return on their investment. A well-structured financial plan can attract investors seeking financial growth and stability opportunities.

In our Financial Plan section, we provide templates for:

10.1 Financial Assumptions: Transform your business objectives into a strategic plan that will improve your call center business's bottom line with the help of professional services.

10.2 Revenue Model and Sales Forecast: Determine how to monetize your call center business and strategize how it can expand.

10.3 Break-Down Analysis: Find out what is holding your business back from turning a profit, which is the first step to profitability.

10.4 Profit and Loss Statement: Gain a clear understanding of the financial potential of your call center business, including the amount of revenue that can be generated, the amount of expenses that can be incurred, and the anticipated revenue.

10.5 Cash Flow Statement: Keep track of how much money you expect to make from your call center business to make sure it's running smoothly.

10.6 Balance Sheet Statement: Get a complete view of how much your business generates in revenue, how much you’ll owe, and how much your business is worth. This way, you’ll be able to manage your finances as transparently as possible.

10.7 Scenario Analysis: Consider scenarios to see how varying conditions and risks could impact the financial health of your business.

10.8 DCF Valuation: A discounted cash flow analysis can determine your business's current value in the call center industry.

We have so much more to offer!

We hope this blog has given you an idea of the excellent content you can get from this business plan, but this is just the start. Download our business plan, and you will get 52 pages of content. Starting a call center business can be challenging regarding effective calling services. But this PDF is the one-stop solution to all your problems. Get started now!

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Call Center Business Plan Template

APR.13, 2018

Do you want to start call center business?

Are you thinking of opening a call center ? There is no doubt this is a great business venture with immense potential. In the recent years, the telemarketing industry has been experiencing a steady growth of between 6.5% and 8% per annum. The quest for organizations to improve their customer service in order to outshine their competitors has compelled many firms to outsource their telemarketing to experts. This is a cost effective approach compared to investing in an in-house call center. To succeed, a number of issues have to be taken care of but you can be assured to recover your capital within the first three years.

Executive Summary

2.1 the business.

The call center will be registered under the name ListeningU, and will be situated in downtown Brentwood, Los Angeles- California. The call center will be owned and managed by Adam Bruno who is an expert customer service professional.

2.2 Management Team

Adam Bruno is a Customer Service professional who has worked in the customer care industry for more than a decade. Before planning how to create a call center , Adam worked for many top business companies across the United States and is an accomplished customer service expert.

2.3 Customer Focus

ListeningU intends to offer clients a one stop, modern and fully equipped call center with the latest telemarketing technologies to serve the Los Angeles business community.

2.4 Business Target

ListeningU intends to offer both inbound and outbound call center business strategy services to a wide range of clientele keen on outsourcing their call center services.

Company Summary

3.1 company owner.

Adam Bruno is a customer care professional who has worked with renowned U.S brands that include JPMorgan Chase, Goldman Sachs, Wells Fargo and Citigroup. In the course of his career, he ascended to the position of a Customer Service Manager and took the lead role in structuring call center operations and overseeing all management related aspects.

3.2 Aim of Starting the Business

After having been in the career for long, Adams noticed that companies were spending a lot of time and resources to manage in-house call centers. In order to help businesses focus on their core operations, Bruno found it necessary to start a call center business to handle telemarketing services on behalf of clients.

3.3 How the Business will be Started

As a customer service expert, Adams understands what he needs to start the call center. To set his idea into motion, he has worked closely with business set-up experts to develop a financial roadmap for the call center. The following is financial data for ListeningU Call Center.

Services for Customers

ListeningU Call Center is focused on offering professional telemarketing services to different types of clients. When planning how to open a call center , the business is focused on offering the following services.

• Offer customer service that includes handling inquiries on behalf of clients
• Carry out Market research and surveys for clients
• Provide first-level help desk support
• Assist in business development by helping clients with lead generation, database management, debt collection and message services.

Marketing Analysis for Call Center Business

For ListeningU Call Center to meet its market obligations, a detailed market analysis was carried out to help the business establish itself in the industry and adequately serve the needs of clients.

This call center business plan explains the strategy the business will rely on to attain its goals. Given the rising demand for corporate call center services, there is a great opportunity for ListeningU to meet its market objectives.

5.1 Market Segmentation

Given the increasing popularity of the call center industry, ListeningU understands the value of coming up with sustainable marketing strategies to acquire a larger market share. Being the second largest city in the United States, Los Angeles is a business hub with many corporates looking for quality call center services to support their business operations. Based on market findings, the call center intends to target the following potential customers.

5.1.1 Corporate Organizations

Corporate organizations rely on an infrastructure that allows seamless communication to achieve various business objectives. For this reason, every corporate entity needs a robust and flexible call center service that has the capability to accommodate business needs. With high costs associated with setting up, running and maintaining call centers, businesses now prefer to outsource their needs to professional call center companies.

The corporate sphere is large and ListeningU Call Center intends to target companies in various sectors such as banking, manufacturing, telecommunication and information technology among others. Organizations have to keep communicating with their clients, suppliers, business partners and other industry stakeholders. The call center business model will focus on reaching out directly to various corporate entities.

5.1.2 Advertising and Marketing Agencies

One of the main services offered by ListeningU is marketing and lead generation. Call centers play a major role in advertising and brand awareness which attracts marketing agencies intending to roll out advertising campaigns for various products and services. Thanks to investing in sophisticated and cutting edge technologies, the call center has invested in the appropriate infrastructure to support large scale advertising.

5.1.3 Political Parties

Political parties have been identified as a potential customer group to reach out to in this call center business plan sample . Political parties often conduct fundraising and campaigns which need a professional call center facility to handle all communication aspects on behalf of a client. Political parties always run elaborate campaigns in order to create awareness and outshine their competitors. For this reason, ListeningU Call Center stands a great chance to benefit from political parties.

5.1.4 Religious Organizations

With many religious organizations operating in Los Angeles, the demand for call centers is high as religious establishments are always in need to call centers to support various organization functions. Just like political parties, religious organizations engage in numerous fundraising and campaigns.

5.2 Business Target

ListeningU Call Center is getting into a highly competitive environment considering there are numerous call centers in Los Angeles. However, this call center business plan template outlines the plan the business intends to use to acquire clients and propel business growth. It is costly to set up a fully functioning call center, but adequate strategies have been formulated to help the business fully recover its initial capital. After finalizing how to build a call center business and rolling out operations, the call center expects to recoup its initial investment in three years based on a projected 15-20% annual sales growth.

5.3 Product Pricing

While strategizing on how to start a call center business , Adam Bruno together with the assistance of experts has come up with a competitive pricing structure tailored for different services. At the beginning, the call center intends to offer various incentives to attract clients.

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When planning how to start a call center , you need to come up with a great business development strategy . Adam Bruno has engaged experts to formulate a call center strategy that will be instrumental to steer business growth. The following is ListeningU Call Center sales strategy.

6.1 Competitive Analysis

ListeningU has deployed the latest telemarketing technologies to boost efficiency and seamlessly handle multiple clients without compromising quality. After completing the procedures of how to build a call center , the business anticipates high competition considering there are numerous similar establishments in Brentwood.

6.2 Sales Strategy

For ListeningU to achieve its intended targets and create a call center which is popular with clients, the following sales strategy will be implemented.

• Hire professional marketing agencies to help advertise the call center and teach out to corporate clients
• Organize an official opening party and welcome top industry stakeholders to create awareness about the business
• Do cold calling and email various potential customers to advertise call center services
• Advertise on digital media platforms such as Facebook, Twitter and Instagram
• Use local media channels such as Television and newspapers to advertise the business

6.3 Sales Forecast

ListeningU Call Center has put in place various sales strategies in order to meet its targets. The following is a forecast of sales for the business.

Personnel Plan

ListeningU provides diverse services in order to boost the company’s income. When starting a call center business , it is vital to focus on having a good personnel team to handle business operations.

7.1 Personnel Plan

The call center is owned by Adam Bruno who will be the overall center manager for the business. The call center 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.

7.2 Average Staff Salaries

ListeningU Call Center plans to pay its staff the following salaries in the first three years of operations.

Financial Plan

ListeningU Call Center has formulated a financial plan that will steer the path to business success. To start call center business , Adam will use his personal savings and funds from two investors. A loan will be sought to help raise startup capital for the business. Crucial financial information for the call center has been shown below.

8.1 Important Assumptions

Financial forecast for ListeningU Call Center will be based on the following assumptions.

8.2 Brake-even Analysis

ListeningU Brake-even Analysis is indicated in the graph below.

8.3 Projected Profit and Loss

Profit and Loss information for ListeningU calculated on a monthly and annual basis is shown below.

8.3.1 Monthly Profit

8.3.2 Yearly Profit

8.3.3 Monthly Gross Margin

8.3.4 Yearly Gross Margin

Below is the profit and Loss Analysis for ListeningU Call Center.

8.4 Projected Cash Flow

The diagram below is a summary of subtotal cash spent, subtotal cash from operations, subtotal cash spent on operations, subtotal cash received and pro forma cash flow.

8.5 Projected Balance Sheet

The following is a Projected Balance Sheet for ListeningU Call Center that shows capital, assets, long term assets, liabilities and current liabilities.

8.6 Business Ratios

ListeningU Call Center Business Ratios, Ratio Analysis and Business Net Worth are shown below.

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Example business plan format

Before you start exploring our library of business plan examples, it's worth taking the time to understand the traditional business plan format . You'll find that the plans in this library and most investor-approved business plans will include the following sections:

Executive summary

The executive summary is an overview of your business and your plans. It comes first in your plan and is ideally only one to two pages. You should also plan to write this section last after you've written your full business plan.

Your executive summary should include a summary of the problem you are solving, a description of your product or service, an overview of your target market, a brief description of your team, a summary of your financials, and your funding requirements (if you are raising money).

Products & services

The products & services chapter of your business plan is where the real meat of your plan lives. It includes information about the problem that you're solving, your solution, and any traction that proves that it truly meets the need you identified.

This is your chance to explain why you're in business and that people care about what you offer. It needs to go beyond a simple product or service description and get to the heart of why your business works and benefits your customers.

Market analysis

Conducting a market analysis ensures that you fully understand the market that you're entering and who you'll be selling to. This section is where you will showcase all of the information about your potential customers. You'll cover your target market as well as information about the growth of your market and your industry. Focus on outlining why the market you're entering is viable and creating a realistic persona for your ideal customer base.

Competition

Part of defining your opportunity is determining what your competitive advantage may be. To do this effectively you need to get to know your competitors just as well as your target customers. Every business will have competition, if you don't then you're either in a very young industry or there's a good reason no one is pursuing this specific venture.

To succeed, you want to be sure you know who your competitors are, how they operate, necessary financial benchmarks, and how you're business will be positioned. Start by identifying who your competitors are or will be during your market research. Then leverage competitive analysis tools like the competitive matrix and positioning map to solidify where your business stands in relation to the competition.

Marketing & sales

The marketing and sales plan section of your business plan details how you plan to reach your target market segments. You'll address how you plan on selling to those target markets, what your pricing plan is, and what types of activities and partnerships you need to make your business a success.

The operations section covers the day-to-day workflows for your business to deliver your product or service. What's included here fully depends on the type of business. Typically you can expect to add details on your business location, sourcing and fulfillment, use of technology, and any partnerships or agreements that are in place.

Milestones & metrics

The milestones section is where you lay out strategic milestones to reach your business goals.

A good milestone clearly lays out the parameters of the task at hand and sets expectations for its execution. You'll want to include a description of the task, a proposed due date, who is responsible, and eventually a budget that's attached. You don't need extensive project planning in this section, just key milestones that you want to hit and when you plan to hit them.

You should also discuss key metrics, which are the numbers you will track to determine your success. Some common data points worth tracking include conversion rates, customer acquisition costs, profit, etc.

Company & team

Use this section to describe your current team and who you need to hire. If you intend to pursue funding, you'll need to highlight the relevant experience of your team members. Basically, this is where you prove that this is the right team to successfully start and grow the business. You will also need to provide a quick overview of your legal structure and history if you're already up and running.

Financial projections

Your financial plan should include a sales and revenue forecast, profit and loss statement, cash flow statement, and a balance sheet. You may not have established financials of any kind at this stage. Not to worry, rather than getting all of the details ironed out, focus on making projections and strategic forecasts for your business. You can always update your financial statements as you begin operations and start bringing in actual accounting data.

Now, if you intend to pitch to investors or submit a loan application, you'll also need a "use of funds" report in this section. This outlines how you intend to leverage any funding for your business and how much you're looking to acquire. Like the rest of your financials, this can always be updated later on.

The appendix isn't a required element of your business plan. However, it is a useful place to add any charts, tables, definitions, legal notes, or other critical information that supports your plan. These are often lengthier or out-of-place information that simply didn't work naturally into the structure of your plan. You'll notice that in these business plan examples, the appendix mainly includes extended financial statements.

Types of business plans explained

While all business plans cover similar categories, the style and function fully depend on how you intend to use your plan. To get the most out of your plan, it's best to find a format that suits your needs. Here are a few common business plan types worth considering.

Traditional business plan

The tried-and-true traditional business plan is a formal document meant to be used for external purposes. Typically this is the type of plan you'll need when applying for funding or pitching to investors. It can also be used when training or hiring employees, working with vendors, or in any other situation where the full details of your business must be understood by another individual.

Business model canvas

The business model canvas is a one-page template designed to demystify the business planning process. It removes the need for a traditional, copy-heavy business plan, in favor of a single-page outline that can help you and outside parties better explore your business idea.

The structure ditches a linear format in favor of a cell-based template. It encourages you to build connections between every element of your business. It's faster to write out and update, and much easier for you, your team, and anyone else to visualize your business operations.

One-page business plan

The true middle ground between the business model canvas and a traditional business plan is the one-page business plan . This format is a simplified version of the traditional plan that focuses on the core aspects of your business.

By starting with a one-page plan , you give yourself a minimal document to build from. You'll typically stick with bullet points and single sentences making it much easier to elaborate or expand sections into a longer-form business plan.

Growth planning

Growth planning is more than a specific type of business plan. It's a methodology. It takes the simplicity and styling of the one-page business plan and turns it into a process for you to continuously plan, forecast, review, and refine based on your performance.

It holds all of the benefits of the single-page plan, including the potential to complete it in as little as 27 minutes . However, it's even easier to convert into a more detailed plan thanks to how heavily it's tied to your financials. The overall goal of growth planning isn't to just produce documents that you use once and shelve. Instead, the growth planning process helps you build a healthier company that thrives in times of growth and remain stable through times of crisis.

It's faster, keeps your plan concise, and ensures that your plan is always up-to-date.

Download a free sample business plan template

Ready to start writing your own plan but aren't sure where to start? Download our free business plan template that's been updated for 2024.

This simple, modern, investor-approved business plan template is designed to make planning easy. It's a proven format that has helped over 1 million businesses write business plans for bank loans, funding pitches, business expansion, and even business sales. It includes additional instructions for how to write each section and is formatted to be SBA-lender approved. All you need to do is fill in the blanks.

How to use an example business plan to help you write your own

How do you know what elements need to be included in your business plan, especially if you've never written one before? Looking at examples can help you visualize what a full, traditional plan looks like, so you know what you're aiming for before you get started. Here's how to get the most out of a sample business plan.

Choose a business plan example from a similar type of company

You don't need to find an example business plan that's an exact fit for your business. Your business location, target market, and even your particular product or service may not match up exactly with the plans in our gallery. But, you don't need an exact match for it to be helpful. Instead, look for a plan that's related to the type of business you're starting.

For example, if you want to start a vegetarian restaurant, a plan for a steakhouse can be a great match. While the specifics of your actual startup will differ, the elements you'd want to include in your restaurant's business plan are likely to be very similar.

Use a business plan example as a guide

Every startup and small business is unique, so you'll want to avoid copying an example business plan word for word. It just won't be as helpful, since each business is unique. You want your plan to be a useful tool for starting a business —and getting funding if you need it.

One of the key benefits of writing a business plan is simply going through the process. When you sit down to write, you'll naturally think through important pieces, like your startup costs, your target market , and any market analysis or research you'll need to do to be successful.

You'll also look at where you stand among your competition (and everyone has competition), and lay out your goals and the milestones you'll need to meet. Looking at an example business plan's financials section can be helpful because you can see what should be included, but take them with a grain of salt. Don't assume that financial projections for a sample company will fit your own small business.

If you're looking for more resources to help you get started, our business planning guide is a good place to start. You can also download our free business plan template .

Think of business planning as a process, instead of a document

Think about business planning as something you do often , rather than a document you create once and never look at again. If you take the time to write a plan that really fits your own company, it will be a better, more useful tool to grow your business. It should also make it easier to share your vision and strategy so everyone on your team is on the same page.

Adjust your plan regularly to use it as a business management tool

Keep in mind that businesses that use their plan as a management tool to help run their business grow 30 percent faster than those businesses that don't. For that to be true for your company, you'll think of a part of your business planning process as tracking your actual results against your financial forecast on a regular basis.

If things are going well, your plan will help you think about how you can re-invest in your business. If you find that you're not meeting goals, you might need to adjust your budgets or your sales forecast. Either way, tracking your progress compared to your plan can help you adjust quickly when you identify challenges and opportunities—it's one of the most powerful things you can do to grow your business.

Prepare to pitch your business

If you're planning to pitch your business to investors or seek out any funding, you'll need a pitch deck to accompany your business plan. A pitch deck is designed to inform people about your business. You want your pitch deck to be short and easy to follow, so it's best to keep your presentation under 20 slides.

Your pitch deck and pitch presentation are likely some of the first things that an investor will see to learn more about your company. So, you need to be informative and pique their interest. Luckily, just like you can leverage an example business plan template to write your plan, we also have a gallery of over 50 pitch decks for you to reference.

With this gallery, you have the option to view specific industry pitches or get inspired by real-world pitch deck examples.

Ready to get started?

Now that you know how to use an example business plan to help you write a plan for your business, it's time to find the right one.

Use the search bar below to get started and find the right match for your business idea.

The quickest way to turn a business idea into a business plan

Fill-in-the-blanks and automatic financials make it easy.

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Moscow-City – The Moscow International Business Center

• 3 years ago

Moscow-City is an iconic location for life and work in Russia’s capital. Enormous skyscrapers, business centers, the best restaurants and retail spaces – all this is concentrated in one place. The ultramodern Moscow-City towers are truly striking in their outward appearance, and the layout of the apartments inside and the fantastic views that can be seen from the higher floors are nothing short of impressive.

This skyscraper compound, often referred to as Moskva-City, is the Russian take on Manhattan, where businessmen strike multi-million dollar deals daily while ordinary life goes on next door. Its state of the art spaces offer the ultimate convenience. The infrastructure of this business district is so well-developed that anyone can find something interesting for themselves here: from residential apartments to boutiques, clubs, exhibitions and more.

When the foundations for the Moscow-City skyscrapers were laid, a special kind of concrete was used, the properties of which are amplified by many times compared to standard concrete. Even in the event of a plane crashing into one of the buildings, the structural integrity of the towers will be preserved.

The architects of the Moscow-City Business Center have created a unique locality that has integrated into itself the hub of the capital’s business life and a whole ensemble of historical monuments. Anyone can admire the beauty of these skyscrapers from within or without the compound. There are also a number of apartments for sale or rent available in the MIBC itself. But first, let’s have a look at some more interesting facts about the financial core of Russia’s capital.

• 1 How It All Began
• 2.1 Moscow-City Central Core
• 2.2 Tower 2000
• 2.3 Evolution Tower
• 2.4 Imperia Tower
• 2.5 Moscow Tower and St. Petersburg Tower
• 2.6 Steel Peak Tower
• 2.7 Federation Tower
• 2.8 Mercury City Tower
• 2.9 OKO Tower Complex
• 3.1 Afimall City Shopping Center
• 3.2 Bagration Bridge
• 3.3 Expocentre Fairgrounds
• 4 Renting and Buying Real Estate in Moscow-City

How It All Began

The history of Moscow-City goes all the way back to 1992. The government of Moscow at the time wanted to bring into existence its own skyscrapers like the ones in London or New York. And the idea caught on. In 1992 the project for the construction of the huge “Moscow-City” MIBC compound was enthusiastically approved, kick-starting the painstaking preparatory works. The original intention was that the skyscrapers would only house office space. However, as time went on, the towers began to welcome in ordinary residents who wanted to live on the territory of this business and finance hub.

Moscow-City is undoubtedly a city within a city. Its grandeur is mind-boggling. It is perfect in every way: from location to infrastructure. And today, anyone can get a feel of the atmosphere of the “capital city” of Russia’s business world – many of the apartments in Moscow-City are available for rent. Any citizen of Russia and even nationals of other countries can make use of these offers.

What It’s Like in 2021

Today Moscow-City is not just a magnificent and fascinating sight, but also a real hub for the work, life and leisure of thousands. Its infrastructure is organized in such a way that there is no need to leave the territory of the “city within a city” at all. This business district contains everything one may need for work and recreation. And if one does decide to venture out into the larger metropolis, the MIBC’s three subway stations make this remarkably simple to do.

Moscow-City stands on the Presnenskaya Embankment . Each of the buildings in the district has a name, which simplifies its identification. Some of the buildings form complexes that are united under one name, such as the Neva Towers and the Naberezhnaya Tower complex of two skyscrapers and one high rise. There are a total of 16 towers in the MIBC, of which the most popular are:

• Moscow-City Central Core;
• Tower 2000;
• Evolution Tower;
• Imperia Tower;
• City of Capitals (Moscow Tower and St. Petersburg Tower);
• Steel Peak Tower;
• Federation Tower;
• Mercury City Tower;
• OKO Tower Complex.

Moscow-City Central Core

This is the most complex building within the MIBC compound. Its total floor area is a whopping 1 476 378 sqft (450 000 m²). It consists of two massive parts, each of which boasts a truly impressive infrastructure. The underground part includes 3 Moscow Metro stations, a parking lot for automobiles and a shopping mall. The aboveground part houses a concert hall and a hotel.

Tower 2000 is a skyscraper having 34 stories. Its total floor area is 200 318 sqft (61 057 m²), most of which is office space. The key feature of this skyscraper is its direct connection to the Bagration Bridge, which has its own shopping arcade. The tower has everything one may need while working here, including a large parking lot and several restaurants.

Evolution Tower

This elegant structure is 836 feet (255 m) high – that’s a whole 54 stories! The total floor area here is 554 462 sqft (169 000 m²). The Evolution Tower’s key feature is that it has its own Wedding Hall. This skyscraper houses large office spaces, a parking lot and several restaurants.

Imperia Tower

MIBC’s Imperia Tower is the undeniable focal point of the MIBC’s business life. Its height is 784 feet (239 m), which means one can hold conferences and resolve key business matters on the 59 th floor! And that really is amazing! The tower has everything: offices, hotels, restaurants and parking lots. But if you want a truly unforgettable experience, visit the viewing platform! It is situated on the 58 th floor and a simply astounding view of Moscow can be seen from it.

Moscow Tower and St. Petersburg Tower

The Moscow and St. Petersburg Towers are the chief representatives of the MIBC. The Moscow Tower has 76 stories and is 990 feet (302 m) high, while the St. Petersburg Tower has 65 stories and stands 843 feet (257 m) tall. Both towers offer fantastic views of the capital city.

Most of the floors of these two skyscrapers are taken up by luxurious sky apartments. There are also several recreational and entertainment centers, office spaces, restaurants, etc.

Steel Peak Tower

Also known as the Eurasia Tower of Moscow-City, this supertall skyscraper has a total of 680 912 sqft (207 542 m²) of floor space. Most of this is taken up by offices, and the rest – by residential quarters (around 65 616 sqft or 20 000 m²). The tower also houses a number of the greatest restaurants, studios and shopping centers.

Federation Tower

The Federation Tower is a complex of two skyscrapers, known as Tower East and Tower West. Tower East is the second highest building in Europe (the first is a skyscraper recently erected in the city of St. Petersburg). Its height is a colossal 1 223 feet (373 m) and that makes 95 stories! Tower West, on the other hand, is noticeably shorter at 794 feet (242 m).

The Federation Tower is a multifunctional complex.

Mercury City Tower

The Mercury City Tower skyscraper is widely known as one of the tallest buildings in Europe. Its height is 1 112 feet (339 m) and it has 75 stories. It is multifunctional by concept, holding within its walls shopping centers, offices and all kinds of other spaces. It is also possible to rent apartments here.

OKO Tower Complex

The OKO Tower Complex consists of two towers – the North Tower (49 stories and 803 ft or 245 m in height) and the South Tower (85 stories and 1 155 ft or 352 m in height).

Each of the MIBC’s tower complexes has its own recreational and entertainment areas, restaurants and parking lots. The top floors of most of these buildings contain luxurious fully-furnished apartments. At night, the towers shine with bright lights, while inside them the panoramic windows reveal astounding views of Moscow. This breathtaking view of the capital of Russia is why visiting Moscow-City is a must!

What Not to Miss

There are many interesting landmarks within the Moscow-City compound, but three of them are truly deserving of special attention:

• The Afimall City Shopping Center;
• The Bagration Bridge with two galleries and a shopping arcade;
• The Expocentre Fairgrounds.

Afimall City Shopping Center

The Afimall City Shopping and Entertainment Center is located in Moscow-City’s Central Core. It is divided into 4 zones, each with its own theme – one for every season of the year. The shopping center houses the biggest indoor fountain found worldwide. The height of this watery wonder is 118 feet or 36 meters.

The shopping and entertainment center contains everything one might expect from one of the largest centers of its kind:

• Retail brand stores;
• Exhibitions;
• Game rooms;
• and Restaurants.

The main recreational space is roofed with a giant transparent dome, which is an impressive sight to behold.

Bagration Bridge

Bagration Bridge with its upper and lower galleries has a shopping center all of its own and was the first structure to be built as part of the Moscow-City business district. Its lower gallery is a shopping arcade and its upper gallery is an open-air viewing platform with a spectacular view of the MIBC and the Moskva River. The hall of the bridge houses the 23 foot tall sculpture called “Tree of Life”. Having gone through the bridge via either one of its two galleries, a pedestrian would find themselves standing right on the Kutuzovsky Prospekt.

Expocentre Fairgrounds

The Expocentre Fairgrounds exhibition venue is located at the very heart of the capital. The first exhibition held at the Expocentre happened all the way back in 1959, much earlier than the MIBC was erected. Today it is the venue of many interesting events.

Exhibitions with very diverse themes are regularly held at this complex. An up-to-date schedule can be found on the official webpage of the Expocentre. The events can be free or fixed-price entry, depending on their type.

Renting and Buying Real Estate in Moscow-City

Moscow-City is not only a work and business hub, but also a residential neighborhood. Any citizen of Russia can rent or buy apartments or elite sky lounges here. The variety of residential real estate available inside the skyscrapers is impressive, including options for any pocket. The following buildings in the MIBC contain residential blocks:

This skyscraper has a mirror glass façade which reflects the passing clouds. Just imagine how beautiful that looks! Anyone can buy an apartment in the Federation Tower. Such properties are not only a good investment, but also a mark of prestige. The average price of residential real estate here is 45 million rubles for an apartment with a total floor area of 334 sqft (102 m²). The average price of a square meter (3.28 square feet) is in the range of 650 to 700 thousand rubles. There are two- and three-room apartments available in the Federation Tower, each with its own loggia. As for rent, the minimum price of one month’s stay in a three-room apartment in this skyscraper is 300 000 rubles per month.

The Mercury City Tower skyscraper welcomes citizens from all parts of Russia. This building is no less tall than the world-famous Dubai skyscrapers. Living in its apartments is a delight. The minimum cost of an apartment in the Mercury City Tower is 75 million rubles. The average price of a square meter (3.28 square feet) is 800 thousand rubles. And for those looking for a lower price point, some of the properties are also available for rent – in this case you will pay a minimum of 250 thousand rubles per month.

The Imperia Tower is a key cluster of interesting offers. The best options for buying and renting apartments within the MIBC can all be found in this skyscraper. The lowest price of a residential apartment here is 40 million rubles. A square meter (3.28 square feet) in a luxurious apartment in the Imperia Tower currently costs 600 thousand rubles, while the price range of the listings available for rent in this skyscraper is from 350 thousand all the way up to 1 million rubles per month.

This complex, standing on a faceted or “crystal” base, is an architectural engineering project boasting spectacular design. Behind its impressive façades is an abundance of penthouses and apartments having floor areas in the range of 262 sqft (80 m²) to 984 sqft (300 m²). The minimum price of an apartment in the OKO Tower Complex is 40 million rubles (the price of a square meter (3.28 square feet) is 500 thousand rubles). You can rent an apartment here starting from 400 thousand rubles per month.

City of Capitals

The City of Capitals is an exemplary architectural complex. Its sum appearance gives the impression of a huge city. Inside its walls are spacious apartments available for purchase and rent. This complex is considered to be especially prestigious. The prices of apartments here start from 50 million rubles, while the minimum cost of renting is 400 thousand rubles per month.

Please note! The price of real estate available for purchase or rent depends on: the tower, the floor, the total floor area, the furnishings and/or interior design, and other factors.

The key advantages of buying/purchasing real estate in Moscow-City are:

• Favorable location;
• Convenient transportation links;
• Well-developed infrastructure;
• High safety level;
• Efficient architecture;
• Panoramic windows.

Buying real estate in Moscow-City is very much a rational decision, most appealing to those who value the ultimate level of comfort. The residential apartments here boast impressive interior design solutions executed in the contemporary style.

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• Office Buildings

Zemelny Office Building in Moscow by UNK architects

UNK architects : The most northern building with a green facade in the world.   The  Zemelny  business center is located close to the Moscow subway station named  Ulitsa 1905 Goda . The building is surrounded by XX-century industrial architecture, three kilometers away from the Moscow City business district.  Zemelny   has become a ‘green’ alternative to it.

The tower with a total area of 39000 m2 stands on a three-floor stylobate. Its facade is wrapped in a fishnet-like diagonal metal shell. As a precedent for the elevation, the UNK team used hyperboloid structures designed by Russian engineer Vladimir Shukhov, the author of the Shukhov Radio Tower in Moscow .

The new office building will become an ideal place for those who value the functionality of the workspace and its harmony with the surrounding nature. 

UNK architects wanted the building to remind of a private house that is though located within the city boundaries. Its architecture features a lot of glass framed by the delicate snow-white metal outline. There is Virginia creeper (flowering vine in the grape family) planted on the balconies. Every season it will transform the tower's visual comprehension: paint the facade with bright green in summer, add a red splash to it in autumn and fully expose it in winter after the leaf fall. The external metal lace shell has an uneven rhythm thus imposing the effect of an ‘artificial perspective’. It visually thinns the building and makes it more elegant. 

The main volume of the building has the shape of an isosceles triangle. Elevator lobbies and egress stairs are located in its central part. Every floor is divided into six independent spatial blocks. The site is fenced and has an individual recreation area. The underground level accommodates a parking lot with 370 spaces and is equipped with charging units for electric cars.

The triangle plan helps to achieve a very high building area efficiency factor. The major challenge during the construction was to erect a building that occupies most of the site. To solve it our team used the top-down construction method, where underground levels grow down from the street level. 

Zemelny is located on a three-story stylobate that accommodates infrastructure, event halls, a café, and multiple shops – all those can be used both by the offices’ tenants and residents. Through the use of vertical planting, the building provides another green area to the citizens. Zemelny's infrastructure is public and available to everyone which turns it into a new point of attraction of the district.

In the evening   Zemelny  is decorated with light that is being poured along hyperploid structures featuring the lacy external envelope. 

Over time the Virginia creeper vines that are planted in tubs behind the transparent facade structures will make their way around the building's envelope and become an additional source of oxygen for the city. The unique architecture of the building stimulates new development for this industrial area and provides additional objects of urban infrastructure for the residents.

By Naser Nader Ibrahim

• Office Building
• Commercial Architecture
• Zemelny Office Building
• Zemel'nyi Business-Center
• UNK architects
• Dmitry Chebanenko
• Yuliy Borisov
• UNK Architects
• Zemelny Business Cente

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Shooter Files by f.d. walker

Street Photography Tips, Interaction, Travel, Guides

Apr 24 2017

City Street Guides by f.d. walker: A Street Photography Guide to Moscow, Russia

*A series of guides on shooting Street Photography in cities around the world. Find the best spots to shoot, things to capture, street walks, street tips, safety concerns, and more for cities around the world. I have personally researched, explored and shot Street Photography in every city that I create a guide for. So you can be ready to capture the streets as soon as you step outside with your camera!

At over 12 million people, Moscow is the largest city in Russia and second largest in Europe by population ( Istanbul is #1). An urban, cosmopolitan metropolis with more than enough glitz and glam to cater to the elite, but without losing its fair share of Soviet era roughness around the edges. It can be fast paced, brash, busy, and trendy like other big cities, but it has its blend of West meets Russia atmosphere and beauty that provides plenty of unique interest. The Red Square is as famous as it gets, but there’s so much more to this city, including the most beautiful subway system you’ve ever seen. It would take years to capture all of Moscow, but that means you have an endless amount of areas to discover.

So here’s a Street Photography guide so you can be ready to capture all that Moscow has to offer before you even arrive!

• Patriarch’s Pond
• Old Arbat Street
• Maroseyka Street
• Tverskoy Boulevard

Top 5 Street Spots:

1. red square.

The Red Square is the most famous square in not just Russia, but all of Eastern Europe. The name actually doesn’t come from the color of the bricks or communism, but from the name in Russian, Krásnaya, once meaning “beautiful” before its meaning changed to “red.” This large plaza is what you see on the cover of guide books and magazines for Moscow, with St. Basil’s Cathedral being the center piece next to Lenin’s Mausoleum surrounded by the Kremlin Wall. Of course, the Red Square attracts hordes of tourist due to the main attractions, but all that activity around an interesting atmosphere does provide street photo opportunities. It’s also the central square connecting to the city’s major streets, providing a good starting point to explore outward.

You’ll also find the popular pedestrian only Nikolskaya Street connecting the Red Square to Lubyanka Square. This line of expensive shops includes plenty of activity, while also leading you to another popular square. Filled with history rivaling any city, the Red Square and surrounding areas are the heart and soul of Russia.

2. Patriarch’s Ponds

Patriarch’s Ponds is one of the most exclusive neighborhoods in Moscow. Despite the name being plural, there’s only one large pond, but it’s worth a visit with your camera. It’s a popular spot for locals and expats to come relax or take a stroll around the pond. You get an interesting mix of young and old too, from young love to “babushkas” feeding pigeons. It’s a very peaceful park atmosphere in one of the nicer areas within the city center, while bringing enough activity for street photography. 

The pond is shallow and in the winter becomes a popular spot for ice-skating too. The area is also well-known for the location in the famous Russian novel, The Master and Margarita. 

3. Old Arbat (Stary Arbat)

Old Arbat is the most famous pedestrian street in Moscow, and dating back to the 15th century, also one of its oldest. Originally, it was an area of trade, but soon became the most prestigious residential area in Moscow. During the 18th century, Arbat started attracting the city’s scholars and artists, including Alexander Pushkin. Cafes lined the streets and impressive homes filled the neighborhood. Since then, New Arbat street was created as a highway in the area, while Old Arbat was paved for a 1km pedestrian only walkway.

Due to the historic buildings, famous artists that lived here, and the bohemian atmosphere, Old Arbat has become a big attraction for tourists today. Now, there’s a mix of cafes, restaurants, souvenir shops, street performers, street merchants and other attractions for visitors, and some locals, to come enjoy. It can get really busy here and there’s usually something interesting going on so it’s a good street to come walk with your camera for guaranteed life.

4. Gorky Park

One of the most famous places in Moscow is Gorky Park. The official name is Maxim Gorky’s Central Park of Culture & Leisure, which gives you an idea of what goes on here. When built, it was the first of its kind in the Soviet Union. Divided into two parts, it stretches along Moscow River. One end contains fair rides, foods stands, tennis courts, a sports club, a lake for boat rides, and more. This end brings more active life due to its number of attractions, while the other end is more relaxed, where you’ll find gardens, trees, older buildings, and an outdoor amphitheater.

Gorky Park attracts mostly locals so it’s a good spot to capture the non-tourist side of Moscow life. Muscovites come here to escape the city and unwind in a picturesque setting. The park remains alive outside of the warmer months too, especially when the lake turns into the city’s largest outdoor skating rink. I’d recommend taking the metro out here to spend at least half a day exploring the massive park’s life with your camera.

5. Maroseyka Street

Maroseyka Street is a popular area not too far from the Red Square. The long, winding street turns into Pokrovka and is lined with restaurants, cafes, bars and places to stay. It’s actually where I like to stay when I’m in Moscow due to its location and solid street photography opportunities itself. You have Kitay-gorod station near and if you keep walking southwest, you’ll get to the Red Square. But if you walk northwest, as it changes to Pokrovka, you can find a long street of activity for photography with its own interesting atmosphere.

6. Tverskoy Boulevard

Tverskoy Boulevard is the oldest and longest boulevard in Moscow, beginning at the end of Nikitsky Boulevard, and finishing at Pushkin Square, a spot to come for activity itself. The boulevard is made up of two avenues, with pedestrian walkways in-between. You’ll find grass, shrubbery, trees, benches and more walking it’s almost kilometer length. Many people come here to enjoy some relaxation, walk their dog, or just to use it to walk wherever they’re going. Its center location also provides a nice place to walk with your camera near plenty of other spots you’ll want to check out anyway.

Sample Street Walk:

For a full day of Street Photography, covering some of the best spots, you can follow this sample street walk for Moscow:

• Start your morning walking around the Red Square (1), while exploring the surrounding area, including Nikolskaya Street
• Then walk northwest to Patriarch’s Ponds (2) and slowly walk the pond and surrounding area with your camera
• Next, walk east to the Pushkin Monument and stroll down Tverskoy Boulevard (6)
• Once Tverskoy Boulevard (6) ends, it will turn into Nikitsky Boulevard. Follow this down until you get to the start of Old Arbat Street (3), across from Arbatskaya station
• After you’re done walking down Old Arbat Street (3) for more street photography, spend some time checking out Moscow’s beautiful metro stations
• To finish off the day with more street photography, get off the metro near Red Square (1) again, Maroseyka Street (5) or wherever you’re staying for the night.

3 Things I’ll Remember about Shooting in Moscow:

1. museum metro.

The Moscow metro system was the first underground railway system in the Soviet Union and today includes 203 stations across 340km of routes. The elaborate system has some of the deepest stations in the world too, with escalators that seem to go on forever. None of this is what makes it so special, though. Many of its stations feel like stepping inside a museum, making it without a doubt the most interesting and beautiful metro system I’ve been in.

When built, Stalin wanted to make the metro stations “palaces for the people” with marble, chandeliers, and grand architecture. The best part is the variety of architecture and styles used, making many of the stations a completely different experience visually. You could easily spend a whole day traveling the stations and there are even tours available for people who wish to do just that. My advice, though, would be just to buy a ticket and hop on and off at different stations, while exploring different lines. The museum-like surrounding mixed with the crowds of characters can make for a great photography experience.

Since there are so many stations, here are some of my favorites to check out:

• Novoslobodskaya
• Mayakovskaya
• Elektrozavodskaya
• Komsomolskaya
• Ploschad Revolyutsii
• Dostoyevskaya
• Prospekt Mira

2. Moscow is Big

It’s no secret that Moscow is a big city, but it can feel even bigger with how spread out much of it is. This is especially true if you compare it to cities outside of Asia. If I compared it to cities in Europe, I’d probably say only Istanbul would warrant more time to really discover the depths of this city. Most only explore around the Red Square and surrounding area, but that is such a small part of the city. Although, that central area does give you plenty to see on its own.

Fortunately, I had a good friend living in the city to show me around, but it opened up my eyes even more to how much there is to discover in Moscow. It’s a big city with a variety of atmosphere that can take you from “east” to “west” and trendy to rugged depending on where you go. I’d imagine you’d have to live here a while to really know the city.

3. Cosmopolitan Mix of East meets West

Modern skyscrapers mixed with amazing architecture, a world-class metro system with museum-like beauty, trendy fashion and chic clubs, Moscow is a rich mix of Russian culture and history in a more western cosmopolitan package. There is a push to keep the Russian culture, while also pushing forward with a modern metropolis the whole world will envy. This comes with an impressive skyline, that continues to grow, and endless modernities, but with soviet nostalgia and atmosphere mixed in for good measure.

Mixed in with this grand western cosmopolitan atmosphere, is a strong national pride in Russia. This includes their famous leader, Vladimir Putin. Maybe no other place will you see a country’s leader more often. All over, from the pricey tourist shops to the underground walkway stalls, you’ll find goods with Putin’s likeness covering them. From t-shirts to magnets to Matryoshka dolls. There’s a strong national pride that can be seen around the city, which also extends to their leader. Moscow is many things. It’s East meets West, modernizations meets Soviet era, and a whole lot more.

What To Do For a Street Photography Break?:

Eat at a stolovaya.

Stolovayas are Russian cafeterias that became popular in the Soviet days. You grab a tray and walk down the line of freshly prepared local dishes, and select whatever you want from the chefs. They’re usually inexpensive and a much better value than restaurants, while giving you the opportunity to try from a wide selection of everyday Russian food. They’re also very tasty. I always include some borsch on my tray and go from there. The places themselves are all over Moscow and usually come with Soviet-era aesthetics to complete the experience.

Street Safety Score: 7

*As always, no place is completely safe! So when I talk about safety, I’m speaking in general comparison to other places. Always take precaution, be smart, observe your surroundings and trust your instincts anywhere you go!

Being the 2nd largest city in Europe with over 12 million people, you’re going to have your dangerous areas, but for the most part, it feels safe walking around. Russia is statistically higher in crime compared to most of Europe, but this generally doesn’t apply to tourists and visitors. Around the Red Square and surrounding city center, you should feel completely safe walking around. Pick pocketing can happen, but no more than other touristic places. I always explore Moscow freely without coming across too much to worry about. It’s a spread out city, though, so of course it matters where you are. Just use basic street smarts, know where you are and Moscow shouldn’t give you a problem. 

People’s Reaction Score: 7

Moscow is fast paced, big city life, which usually means people aren’t too concerned with you, or your camera. I don’t find people notice or pay much attention to me when I’m out taking photos in Moscow. For the most part, people just go about their day. You shouldn’t get too many looks or concern. But it can depend on the area you are in. The more you stick out, the more you might get noticed with suspicions. I’ve never had any problems in Moscow, or Russia, but just be careful who you’re taking a photo of if you get out of the city center. Other than that, it’s about average for reactions. 

Street Tips:

Learn the alphabet .

Much of Moscow, including the metro system, doesn’t use english. The Russian alphabet uses letters from the Cyrillic script, which if you aren’t familiar with it and don’t know the sounds, can be hard to decipher the words. This is most important for street names and metro stops when trying to get around. It can save confusion and make it easier getting around if you learn the basic alphabet. At the very least then, you can sound out the words to see which are similar in the english conversion, which can help matching them to maps. When out shooting street photography, getting around is as important as anything. So save yourself some time and frustration by learning the Russian Alphabet.

Use the metro

While Saint-Petersburg feels very walkable for a city its size, Moscow can feel very spread out, even for its bigger size. Outside of the Red Square area, you can have plenty of walking before getting anywhere very interesting, so you’ll need to take the metro a lot if you really want to explore the city. Maps are deceiving here too, it will always be further than it looks.

Another reason it’s less walkable than Saint-Petersburg is its completely different set-up. Moscow’s streets are mostly contstructed in rings with narrow, winding streets in-between. This is common with medieval city cities that used to be confined by walls, but you usually don’t have it in a city this massive. Saint-Petersburg has a more grid-like pattern that also uses the canals to help you know your way around. When it comes to navigating on foot in Moscow, it can be more difficult, so bring a map and take the metro when needed. It’s why Moscow’s metro carries more passengers per day than the London and Paris subways combined.

Explore other areas if you have time

Moscow is really big. While most people stay around the Red Square within the Boulevard Ring, there’s so much more to the city. I covered some other spots outside of this circle, but if you really want to see the city, you’ll need time. If you do have time, some other areas I’d check out first are Zamoskvarechye, along some of the south and western Moscow.

Inspiration:

For some more inspiration, you can look through the Street Photography of Moscow photographer Artem Zhitenev  and check out 33 of my photos taken in Moscow .

Conclusion:

Moscow’s name brings a certain mystique, but once you’re there it might bring a different atmosphere than you expect. It’s big and sprawling, but beautiful in many ways. It can feel like a European capital on a grand scale, but you can definitely find its Russian side in there.

The urban sprawl of Moscow can be intimidating, but give it enough time and you’ll be rewarded with plenty to discover. All with the world’s best metro system to take you around.

I hope this guide can help you start to experience some of what Moscow contains. So grab your camera and capture all that Moscow has to offer for Street Photography!

If you still have any questions about shooting in Moscow, feel free to comment below or email me!

(I want to make these guides as valuable as possible for all of you so add any ideas on improvements, including addition requests, in the comment section!)

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