Select Page

Note: attached you can find assignment #1 Business Proposal – moving from a traditional Call Center to outsourcing or contract workersSubmit a Formal Business Proposal based on your Media Presentation Assignment #1, as to what direction West coast Airlines should take for moving from a traditional Call Center to outsourcing or contract workers. Highlight services, applications, and opportunities. In addition, address cost, infrastructure ease, training, and labor requirements.ScenarioWest coast Airlines has decided a traditional Call Center is just not cost effective and wants to explore its’ options in using outsourcing or contract workers. West coast Airlines wants to decide whether to stay with its’s traditional Call Center or completely change the way it handles customer relationships.Company: West Coast Airlines, San Diego, CACEO: Bill WrightBudget: $300,000.00Time frame: 6 months to transitionYour TaskWrite a five-page “Business Proposal” on the direction West Coast Airlines should take in moving from a traditional Call Center to outsourcing or contract workers. You are highly encouraged to include financials, action plan, and a social media strategy. Your report is to be submitted as a PDF to the Chief Operating Officer of the West coast Airlines, Bill Wright and Shareholders via the “Assignment” # 2 CANVAS.You have already done the first step by putting together your presentation now gather more information and put it into a persuasive document. Provide a plan as to how the company will finance, market and provide services you wish it to provide.Use everything refers to almanacs, encyclopedias, the Internet, and library databases for the most recent information, and pay close attention to descriptions of the social cultural differences, economic conditions, and business environments that encourage or discourage use of the product or service.Requirements for this Individual Project:• Write a five-page Business Proposal addressing the for mentioned scenario.• Formal Proposal Report format containing all major components.• Proposal research should lead to viable options presented in the assignment’s scenario.• Highlight services, applications, and opportunities recommendations and conclusions.• Don’t forget cost, ease, training and people required.• Use everything for research! Check almanacs, encyclopedias, the Internet, and library databases for the most recent information, and pay close attention to what would best serve the companies interests.• You are highly encouraged to include financials, action plan, and a social media strategy.General Format1. The paper must be typed, Single Spaced, Arial, 12 Font.2. The paper must be a Word Document submitted as a PDF.3. Use headings, Subheadings within the report when appropriate (please review Pages 433-452 for Parts of a Formal Report).• For this report please include (Note points will be deducted for any missing component):Cover pageMemo of TransmittalTable of ContentExecutive SummaryIntroductionBody of informationSummary containing Conclusions / RecommendationsBibliography / Appendix Note: The Cover Page. Memo of Transmittal, Table of Content, and Bibliography will not be counted towards the five-page requirement.Plan the paper carefully as to develop an organized and non-redundant report. It should be organized and assembled as a continuous report and should not appear to be several independent segments bound together.• You must have a minimum of five sources. Please cite your sources using MLA or APA Format – (the Writing Center can help if you do not know how to do this). Some other helpful sites are• http://owl.english.purdue.edu/owl/resource/560/01/ (Links to an external site.), http://owl.english.purdue.edu/owl/resource/557/01/ (Links to an external site.), http://www.cuyamaca.edu/tpagaard/EnglDept/Resource… (Links to an external site.)Grading: In general, the proposal will be evaluated on its effectiveness.• Are the main concepts and purpose of the proposal expressed clearly?• Does the report appear to be well organized and compatible with the purpose and intended audience?• Does the report demonstrate a “you” attitude showing courtesy and consideration for the audience consistently present?• correct usage of primary writing skills i.e. grammar, punctuation, mechanics, and vocabulary.• Report is submitted in the correct format containing all major components.• The Report met all timeline obligations i.e. submitted on time and in the correct delivery format.• No evidence of Plagiarism.RubricRequired PointsReport is submitted in the correct delivery format as a Word Document PDF. Note: If Report cannot be open by instructor it will receive 0 points25 pointsReport addresses the scenario with all major components and in the correct formal business proposal format. Business Proposal component are 20 points each.175 pointsPlagiarism is depended on the severity 0- 200 may be lost. Note: Plagiarism constitutes a “No Make-Up” Policy there will be no allowance to resubmit the report.0-200 pointsTotal 200 points
matthew_sana.pptx

sana_outline.doc

sana.doc

Unformatted Attachment Preview

Matthew Sana
January 10, 2020
 This Business Proposal focuses on outsourcing services
used to maintain the company’s relationship with its
customers.
 Outsourcing call center services will lead to high
customer satisfaction.
 The proposal will focus on:
 How to outsource
 Benefits of outsourcing
 Customer relationship management
 West Coast Airlines falls within the Hospitality
Industry
 Customer relationship management is highly essential
and will lead the company to have a competitive edge.
 The Contracted Company will:
 Handle customer interactions.
 Make sure customers are satisfied.
 The steps to be taken will include:
 Establishing a clear objective- Cutting costs
 Customer Interactions goals to be set
 Finding the right company- A company with a
multilingual customer service team
 Keep communication channels open
 Make sure that the contracted company meets the needs
of the company and fit into the company’s culture
 The Third-part outsourcing will help the company cut
costs.
 The primary costs used to support traditional centers
surpassed 20 million.
 The budget set is adequate.
 The company can negotiate with off-shore call centers
located in India and the Philippines.
 West Coast Airlines will have to assess the outsourced
company’s to determine whether the employees are
skilled enough to handle the job listed in the contract.
 Interpersonal communication will be improved by
contracting skilled labor
 Skilled labor can handle difficult clients and ensure
their satisfaction
 The company will not need to hire, train and conduct
interviews.
 The contracted company will have skilled labor who
have been interviewed, hired and trained.
 Customer service will be available throughout the day
and at night during the week.
 Access to customer service will improve customer
relations.
 No high expense will be encountered during the
payment of employees who were working overnight.
 Less control- Regular communication has to be
maintained to observe the contracted company’s
progress and performance.
 Privacy and Security Issues- Make sure the contracted
company complies with international security
standards.
 Lack of knowledge- Make sure the service provider
selected trains the employees on the services offered
by the company.
 Butler, D. L. (2007). Bottom-line call center management.
Routledge.
 Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman,
S. (2013). Outsourcing of customer relationship
management: Implications for customer
satisfaction. Journal of Strategic Marketing, 21(1), 68-81.
 Tate, W. L., & van der Valk, W. (2008). Managing the
performance of outsourced customer contact
centers. Journal of Purchasing and Supply
Management, 14(3), 160-169.
 Weidenbaum, M. (2005). Outsourcing: Pros and
cons. Business Horizons, 48(4), 311-315.
Running Head: WEST COAST AIRLINES BUSINESS PROPOSAL OUTLINE
West Coast Airlines Business Proposal Outline
Matthew Sana
January 10, 2020
1
WEST COAST AIRLINES BUSINESS PROPOSAL OUTLINE
2
Outline
Introduction

The Business Proposal focuses on outsourcing services used to maintain the company’s
relationship with its customers.

Outsourcing call center services will lead to high customer satisfaction.

The proposal will focus on:
• How the outsourced call centers can help with the management of customer
relationships
• Benefits of outsourcing
• Customer relationship management
Customer Relationship Management

West Coast Airlines falls within the Hospitality Industry

Customer relationship management is highly essential and will lead the company to
have a competitive edge.

The Contracted Company will:

Handle customer interactions.

Make sure customers are satisfied.
How to Source

The steps to be taken will include:
WEST COAST AIRLINES BUSINESS PROPOSAL OUTLINE

Establishing a clear objective- Cutting costs

Customer Interactions

Finding the right company- A company with a multilingual customer service team

Keep communication channels open

Make sure that the contracted company meets the needs of the company
3
How the Company can use Outsourcing: Reducing or Cutting Costs

The Third-part company will help the company cut costs.

The primary costs used to support traditional centers surpassed 20 million.

The budget set is adequate.

The company can negotiate with off-shore call centers located in India and the
Philippines.
How the Company can use Outsourcing: Skilled Labor

The company will have to assess the company to determine whether the employees
are skilled enough to handle the job listed in the contract.

Interpersonal communication will be improved by contracting skilled labor

Skilled labor can handle difficult employees
How the Company can use Outsourcing: Time Saving

The company will not need to hire, train and conduct interviews.
WEST COAST AIRLINES BUSINESS PROPOSAL OUTLINE

4
The contracted company will have skilled labor who have been interviewed, hired and
trained.
How the Company can use Outsourcing: Availability of Customer Service

Customer service will be available throughout the day and at night during the week.

Access to customer service will improve customer relations.

No high expense will be encountered during the payment of employees who were
working overnight.
Cons of Outsourcing

Less control- Regular communication has to be maintained to observe the contracted
company’s progress and performance.

Privacy and Security Issues- Make sure the contracted company complies with
international security standards.

Lack of knowledge- Make sure the service provider selected trains the employees on
the services offered by the company.
WEST COAST AIRLINES BUSINESS PROPOSAL OUTLINE
5
References
Butler, D. L. (2007). Bottom-line call center management. Routledge.
Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman, S. (2013). Outsourcing of
customer relationship management: Implications for customer satisfaction. Journal
of Strategic Marketing, 21(1), 68-81.
Tate, W. L., & van der Valk, W. (2008). Managing the performance of outsourced customer
contact centers. Journal of Purchasing and Supply Management, 14(3), 160-169.
Weidenbaum, M. (2005). Outsourcing: Pros and cons. Business Horizons, 48(4), 311-315.
Running Head: WEST COAST AIRLINES BUSINESS PROPOSAL
West Coast Airlines Business Proposal
Matthew Sana
January 10, 2020
1
WEST COAST AIRLINES BUSINESS PROPOSAL
2
Slide One: Introduction
This business proposal will focus on the outsourcing services that will be used to
maintain the company’s relationship with its customers. Outsourcing services, which revolve
around customer relationships, have led various firms to have a high customer satisfaction
rate. Call centers have been given a new role. The new role focuses on the management of
customer relationships. Outsourcing such services will focus on a specialized service
provider, which will be used to handle all West Coast Airlines customer interactions. Usually,
this will be carried out in an offshore call center. The business proposal will highlight key
areas that revolve around outsourcing such services. This will include how the business can
outsource the services to help manage customer relationships, the benefits seen from
contracting such services, and customer relationship management.
Slide Two: Customer Relationship Management
Customer relationship management will focus on the activities which have been
carried out by an organization with the sole aim of managing or maintaining the relationships
it will have with its customers. The organization in question is West Coast Airlines, a
company, which falls within the hospitality industry. Customer relationship management will
highly be essential to such a company since the company has to have a competitive edge over
other similar companies in the same industry. The one activity which can be carried out by
the organization will be outsourcing such services whereby another company will be
contracted to handle all the company’s customer’s interactions and ensure that customers are
satisfied (Graf et al., 2013).
WEST COAST AIRLINES BUSINESS PROPOSAL
3
Slide Three: How to Outsource
One of the first steps that the organization should consider will be the organization’s
goals. The main objective of West Coast Airlines is to cut the costs linked to the management
of customer relationships. The budget set for outsourcing is $300,000, and the company to be
contracted will be given a six-month contract. Cutting costs should be regarded as a clear
goal for the organization. The second step will focus on the customer. The customers will
interact with the contracted company through a call center. The right partner or company will
be the next step. The company contracted has to have a multilingual customer service team
that will be available 24/7. The team ought to be skilled and should be able to handle
demanding clients.
Furthermore, the company has to have a team that will have in-depth conversations
with the customer that will meet the needs of the customers and make sure that the customers
are satisfied. Quality is essential since the team has to be skilled. The organization will also
have to measure the success of the contracted company since a high rate of progress will
mean that the contracted customer service team’s performance is right on track. The
communication channels between the contracted company or team and the organization will
have to be open for success to be attained. The last step will revolve around the needs of
West Coast Airlines that have to be met by the contracted party (Tate, & van der Valk, 2008).
Slide Four: How the Company can use Outsourcing: Reducing or Cutting Costs
Call centers have been regarded as highly significant in the hospitality industry. One
of the reasons why it is essential and highly be beneficial to the company will focus on
cutting costs. The costs of the traditional centers that were being managed by West Coast
Airlines’ employees surpassed 20 million. Outsourcing or contracting another company to
handle the calls coming from the customers will help the company to cut costs. The budget,
WEST COAST AIRLINES BUSINESS PROPOSAL
4
which has been set aside to be used for six months, will be more than adequate since it is less
than what the company has used for that particular function. The organization can use an offshore outsourcer. The company can negotiate with the off-shore outsourcing center located in
the Philippines or India. The two locations will allow the organization to cut the costs set
aside for call centers (Butler, 2007).
Slide Five: How the Company can use Outsourcing: Skilled Labor
The company can contract another organization to outsource the services which
revolve around call centers. As established above, one of the steps to be taken by the
company will be to assess the company to determine if they are skilled enough to handle the
job listed in the contract. If the company has qualified call center employees, the organization
can use outsourcing to improve interpersonal communication between West Coast Airlines
and its clients. The skilled employees can offer knowledge regarding the company’s services
as well as solve any issues that they are facing. Furthermore, trained employees can also be
used to deal with difficult employees. Skilled labor will relieve some weight off the
company’s shoulders since the company will know that the call centers are in good hands.
Slide Six: How the Company can use Outsourcing: Time Saving
The company can also use outsourcing for its call centers to save time. A significant
amount of time will be consumed during the hiring of employees who will work in traditional
call centers. Time will also be wasted during the interviewing and training of the employees
since training has to be carried out to make sure that the employees are skilled enough to
handle their job responsibilities. However, the company will save time and money, which
would have been spent on these activities. The contracted company will have skilled
employees who will handle their responsibilities adequately, and less time and money will be
consumed (Weidenbaum, 2005).
WEST COAST AIRLINES BUSINESS PROPOSAL
5
Slide Seven: How the Company can use Outsourcing: Availability of Customer Service
The company can use the contracted company to make sure that customers will have
access to its call center service at any time of the day. The provision of customer service at
any time of the day during the week will improve the organization’s customer relations.
Furthermore, the customers will also be satisfied with the services offered by the
organization. The off-shore outsourcing call center will provide services at night and day. No
high expense, which revolves around overnight shifts will be experienced since the
employees in the offshore outsourcing call center will mostly work during the day, when it
will be at night in the United States where the company’s headquarters are located.
Furthermore, the cost of labor for overnight shifts in India and the Philippines will be
significantly low when compared to the rates in the country. Hence, the contracted company
can be duly compensated for their service (Graf et al., 2013).
Cons of Outsourcing
One of the disadvantages of outsourcing will focus on less control. The company will
have less control when it comes to the customer services offered by the call centers. The
third-party company, which has been contracted, will have more control. However, the
company can counter this particular problem by making sure it maintains regular
communication with the contracted company. This will help the company to observe the third
party’s progress and performance (Weidenbaum, 2005).
The second disadvantage will focus on privacy and security issues. This con will
highly revolve around information leakage. One step which can be taken by the organization
to avoid such a problem will be to find a service provider who has complied with the
international security standards that revolve around privacy and information security. The
next con will focus on inadequate knowledge of the company. Outsourced service providers
WEST COAST AIRLINES BUSINESS PROPOSAL
6
may lack knowledge regarding the company. However, one way the organization can counter
this problem will be through finding a company, which offers regular training on the
company’s information (Tate, & van der Valk, 2008).
WEST COAST AIRLINES BUSINESS PROPOSAL
7
References
Butler, D. L. (2007). Bottom-line call center management. Routledge.
Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman, S. (2013). Outsourcing of
customer relationship management: Implications for customer satisfaction. Journal
of Strategic Marketing, 21(1), 68-81.
Tate, W. L., & van der Valk, W. (2008). Managing the performance of outsourced customer
contact centers. Journal of Purchasing and Supply Management, 14(3), 160-169.
Weidenbaum, M. (2005). Outsourcing: Pros and cons. Business Horizons, 48(4), 311-315.

Purchase answer to see full
attachment