1. BUSINESS PLAN TO SET UP AN INTERNATIONAL CALL CENTER To add value to our clients’ business by providing cost – effective, premium quality customer management services and be the preferred vendor for global outsourced BPO services.

3. INDUSTRY ANALYSIS 8.9 million people working in outsourcing industry Aggregate annual revenues at around $100 billion Contribution of 7.5% to India’s GDP Wages are rising at the rate of 10-15% p.a.

4. COMPETITION ANALYSIS Genpact TCS BPO Wipro BPO Aegis BPO WNS Global Services First Source Solutions IBM Daksh

5. COMPANY SUMMARY Target start-up date: 15 th June, 2013 Registered as LLP in State of Maharashtra Ownership: 16% Investor share, 14% Partner share Facilities provided by service provider: Separate Bays & Cabins Computer Terminals Phone Lines Dialers Power Backup Data Security Furniture & Fixtures Cafeteria, ATM, Gardens, Parking Lots,& Gym Rent per seat: Rs.5,000/-

6. START-UP SUMMARY START-UP REQUIREMENTS Start-up Expenses Legal Expenses50,000 Facility Rent (Advance for a year)1,000,000 Insurance10,000 Salaries (3 months)1,500,000 Utility Bills (3 months)75,000 Service Provider Fees (3 months)75,000 Consultant Fees & Commission500,000 Advertising (Yearly)250,000 Other200,000 Total Start-up Expenses3,660,000 Start-up Assets Cash Required500,000 Other Current Assets100,000 Long-term Assets500,000 Total Assets1,100,000 Total Requirements4,760,000

7. START-UP SUMMARY START-UP FUNDING Start-up Expenses to Fund3,660,000 Start-up Assets to Fund1,100,000 Total Funding Required4,760,000 Assets Non-cash assets from start-up600,000 Cash Requirements from start-up500,000 Additional Cash Raised0 Cash balance on starting date500,000 Total Assets1,100,000 Liabilities and Capital Planned Investment Mr. Imran Sayed500,000 Mr. Arif Khan500,000 Mr. Vinod Ambolkar500,000 Mr. Rohit Meher500,000 Mr. Venkatesh Mani500,000 Mr. Subodh Mhatre500,000 Borrowings1,000,000 Others760,000 Total Planned Investment4,760,000 Loss at Start-up (Start-up Expenses)3,660,000 Total Capital & Liabilities1,100,000 Total Funding4,760,000

8. SERVICES OFFERED Customer Support Services Technical Support Services Telemarketing Services Insurance Processing Data Entry & Data Processing Data Conversion Services Bookkeeping & Accounting Services Form Processing Services Online Research Transcription Services Processes can be time-bound projects or can be continuous SLA-based projects

9. MARKET ANALYSIS IndustryPercentage % Information Technology43 Financial Services17 Communication (Telecom)16 Consumer Goods/Services15 Manufacturing9 CountryPercentage % United States59 Europe27 Asia-Pacific9 Rest of the World5 YearSize (USD Bn) 2000119 2005234 2010310 CountryCost (USD/yr) United States19000 Australia17000 India<7500 Table 1: Global BPO Market by Industry Table 2: Global BPO Market by Geography Table 3: Size of Global Outsourcing Market Table 4: Call Center Employee cost

10. MARKET SEGMENTATION XLGS plans to enter into two market segments: Financial Services Industry Customer Service Telesales Transaction Processing High-tech companies First Level Technical Support E-mail Support Chat Support

11. SERVICE BUSINESS ANALYSIS Long-term analysis of growth rates in this industry show a cyclical pattern. High growth rate may not continue. Many companies still prefer in-house customer service departments. Companies with previous consultancy experience are entering the BPO industry. Significantly high start-up costs Intense competition Clients have an upper hand in price negotiations

12. ECONOMICS OF THE BUSINESS WHY OUTSOURCE?

13. MARKETING PLAN SALES STRATEGY: Onshore Consultants Referrals Websites In-house Marketing Team Sub-Letting PROMOTION STRATEGY Google Adwords Company Website Online Directories Media

14. PRICING STRATEGY RATE CARD SERVICESRATE Inbound Customer Service$15 per hour Technical Support$15 per hour Lead Generation$15 per hour + $2 on every confirmed lead Outbound Sales$15 per hour + 2.5% commission E-mail Customer Service$12 per hour or $2 per e-mail Chat Customer Service$12 per hour Form Processing$12 per hour or $2 per form Survey$12 per hour or $2 per survey form Audio/Video to Text Transcription$12 per hour or $2 per 5 minute of audio/video transcribed Data Conversion$2 per conversion

15. SALES FORECAST Service2013-142014-152015-16 Call Center Services 30,000,000 45,000,000 60,000,000 Back Office Services 6,000,000 15,000,000 25,000,000 Short-term Projects 1,200,000 2,000,000 3,500,000 Other Projects 50,000 150,000 500,000 Total Sales 37,250,000 62,150,000 89,000,000

16. OPERATIONS PLAN

17. COMPANY STRUCTURE Head of Operations (Imran S.) Team LeaderCSRMIS Head of Marketing (Arif K.) Marketing OfficerConsultants Head of HR (Venkatesh) Team LeaderHR Officer Head of Finance (Vinod A.) Finance Officer Head of Systems & Admin (Rohit M.) System Administrator Security Officer Legal Head (Subodh M.) Legal Officer

18. PROJECTED PROFIT & LOSS STATEMENT PARTICULARS2013-142014-152015-16 INCOME Sales30,000,00045,000,00065,000,000 Less: Cost of Sales1,000,0001,250,0001,500,000 TOTAL INCOME29,000,00043,750,00063,500,000 EXPENSES Payroll Expenses7,500,00010,000,00012,500,000 Administration Expenses Lease1,000,0001,500,0002,000,000 Utilities3,000,0005,000,0007,500,000 Legal Expenses50,000100,000150,000 Conveyance5,000,0006,000,0007,500,000 Insurance10,00015,00020,000 Miscellaneous Expenses10,000,000 Selling & Distribution Expenses2,500,0004,000,0005,000,000 Financial Expenses100,000120,000150,000 Depreciation0025,000 TOTAL EXPENSES29,160,00036,735,00044,845,000 NET PROFIT BEFORE TAX-160,0007,015,00018,655,000 TAX @ 35%-0-02,455,2506,529,250 NET PROFIT AFTER TAX-160,0004,559,75012,125,750

19. BREAK-EVEN ANALYSIS Monthly Revenue Break-Even 2,430,000 Assumptions: Average Percent Variable Cost0% Estimated Monthly Fixed Cost2,430,000

20. PROJECTED BALANCE SHEET PARTICULARS2013-142014-152015-16 ASSETS Current Assets Cash100,000250,000500,000 Account Receivable1,740,0004,519,7507,210,750 Other Current Assets100,000 Total Current Assets1,940,0004,869,7507,810,750 Long-term Assets 500,000 Accumulated Depreciation0025,000 Total Long-term Assets500,000 475,000 Total Assets2,440,0005,369,7508,285,750 LIABILITIES AND CAPITAL Current Liabilities Account Payable500,000550,000400,000 Current Borrowing1,760,000 760,000 Other Current Liabilities000 Subtotal Current Liabilities2,260,0002,310,0001,160,000 Long-term Liabilities1,000,000 Total Liabilities3,260,0003,310,0002,160,000 Paid-in Capital3,000,000 Earnings-160,0004,559,75012,125,750 Retained Earnings-3,660,000-5,500,000-9,000,000 Total Capital-820,0002,059,7506,125,750 Total Liabilities and Capital2,440,0005,369,7508,285,750 Net Worth-820,0002,059,7506,125,750