Business Innovation and Reform Opportunity Report for ABC Centres

This report provides a comprehensive analysis of business innovation opportunities for ABC Contact Centres in the Australian market. It begins with an executive summary and outlines the report's purpose, which is to identify and evaluate strategies for innovation and reform. The report then delves into a detailed business situation analysis, including a company overview, STEEPLED analysis, industry analysis, market analysis, and an analysis of the five forces of competition. A SWOT analysis is conducted to identify strengths, weaknesses, opportunities, and threats. The report identifies business opportunities for innovation and reform, focusing on improving customer experience, enhancing service channels, and leveraging technology. An evaluation of these opportunities is provided, including cost-benefit and risk management analyses. The report concludes with recommendations for implementing these strategies, emphasizing the importance of technological advancements in the contact centre industry to enhance client service efficiency and customer experience.

BSBMGT619 BUSINESS INNOVATION OPPORTUNITY
REPORT
Author: Student Name and Student ID

Table of Contents
I. Executive Summary..............................................................................................
II. Purpose of the Report...........................................................................................
Purpose of the Report
III. Business Situation Analysis..................................................................................
Company Overview
STEEPLED Analysis - Overview
Industry Analysis - Overview
Market Analysis - Overview
Analysis of the Five Forces of Competition – Overview
Comparison
SWOT Analysis
IV. Business Opportunities for Innovation and Reform................................................
Business Opportunities for Innovation and Reform
Evaluation of Opportunities for Innovation and Reform
V. Recommendations..............................................................................................

Executive Summary
The report has focused on analysing the business environment and innovation policies of a
company in concerned to Australian market: ABC Contact Centres. The paper had been
discussing the company essentials of environment and comparing it with the industrial
factors from the available data.

Purpose of the Report
Purpose of the Report
The purpose of the report is to shed light on the business innovation strategies to be
implemented in ABC Contact Services Pty Ltd with respect to their scope of opportunity in
the field. The reporting is based on analysing competition in the market, competitor
analysis, identifying opportunities to innovate and reform the working styles, develop the
plan and implement the decided strategies. While assessing the scenario given for the
company, the report will focus on the environment analysis of the company to seek the
information of its stakeholders and understand the internal and external needs to innovation
in the company.

Business Situation Analysis
Company Overview
Background of the company:
ABC Contact Centre Services Pty Ltd is associated in offering contact solution based in
Australia with Melbourne as base of headquarters. The company was founded by Ms
Jacinta White in the industry with the intention of offering centres of contact solutions to
medium and small business organisations in the year 2006.
The company is reliably is providing customers with services like reception, customer
support, contact handling to the SMEs at cost effective rates. The service list includes 24/7
call centres that is supporting outbound and inbound management contact in a range of
business categories and structures like B2C and B2B.
Company vision, mission, and values:
The company visions to become the leader in the industry with their performance
efficiency and providing services to client at affordable rates. Its mission is to focus on
consistency in performing deliverables and on time along with variation of services. The
values of the company are completely based on providing integrity and quality to clients
that encourages innovation, accountability, diversity and innovation.
Review the organisational culture:
The organisation culture of the company have been the impact on their performance that
reflects positive operations since 2016 with a brand image focusing on quality and efficient
services.
Organisational chart:
The organisational roles begin with the Board of Directors, CEO under whom the different
departments work. Sales and marketing, HR, Contact Centres management and the Finance
team. The subcategories of the stated four departments unite and forms the organisation’s
operating units.
Current business market:
The current business market comprise industry offering live virtual reception services,

market researching, in sourcing, inbound services of customers and outbound services for
sales.
Customer profile:
Key customer segments are client base from both B2B and B2C.
Business model:
The company working culture follows business model of adherence culture that relies on
the policies of the company and decide actions to be performed accordingly.
Positioning:
The company focuses on delivering timely services and prioritising customer needs.
Strategy for competing:
The competition have been staged with tough competitors and that made the company
focus on 24/7 operations, increase in B2B contracts, range of variation in services.
Strategic goals:
Online promotions, industry coverage through press and word of mouth are marketing
policies.
STEEPLED Analysis - Overview
STEEPLED Analysis
Social The focused market base B2B and B2C offers the company with
requirement of serving for contact centres as improvising customer
services is a trend in the market with 73% of the industry focusing
use of technology and customer centric channels.
Technological The technological gigs for the SMEs is a great support to make them
more reachable to target customers and the need of technical
involvement in the SME industry is in trend in Australia industry that
can help the companies optimising their service channels.
Economic The economic conditions develop with development of industrial
growth and Australian centres of contact are focusing on improving

STEEPLED Analysis
customer services spending as much as amount needed in an
economic welfare. The economic statistics of the industry reflects
more than $1bn of revenue, annual growth of 3.4% and employment
of 11,000 spaces in 559 businesses.
Environmental The environment of the operating industry have been looked into as
the impact of technicalities on the environment. The CSR of the
company is in regards to the environment that includes maintain
environment protection rules and norms.
Political The political agenda of the industry includes data resourcing and
permissions of accessing data being interpreted by cyber
administration units and social media interfaces.
Legal The legal aspects of the industry and the company imbibes the
policies set by the government and legislation bodies like
employment policies, working policies, work safety policies and
many different ones.
Ethical The ethical factor includes interest of the company in abiding by their
formed policies in serving clients as well as administration.
Demographic The demographic factor targets the group of customer had to be
served including the market of B2B and B2C clients in the SME
industry.
Industry Analysis - Overview
As per the statistics analysed by Fifth Quadrant that was released in 2018, the industry of
contact services is striving to improvise the experience of customers (CX) with the help of

technological implications. The industry currently holds around 559 businesses with more
than 11,000 employees and generating revenue of $1bn. The contact centres are claiming
to be suffering from lack of resource sufficiency and hence, almost 45% of the industry is
struggling to achieve efficiency.
Changes:
The changes are witnessed in the terms of developing contact centres that enhance the
support for SME industry by providing technical support in the last five years.
Trends:
The trends of the market are developing customer services for the SME through the use of
technology. The awareness regarding the making of customer-centric channels are highly
demanded by the industry focusing to get the netizens’ market. Contact Centre
benchmarking reports that 143 centres along with different industries were surveyed
reflected the key findings: The operational growth is expected a hike of 5%, outsourcing
technologies growth by 78% of on-shore locations, interactions decreasing due to increase
in multichannel, employee retention has gone high and technological development requires
more investments.
Methods of business:
The industry is largely following the adherence culture of business model that solicits the
company policies for developing the performance and operations. However, with regards
to the need of developing the customer-centric channels of communication, the industries
along with following the culture must develop the communication strategies with the
customer and invest in developing core communication channels.
Standards and best practices:
1. 24/7 operations help customers to get in touch with the consultant help in any required
point
2. The range of services depends on variety of client demands
3. Feedback process to understand and analyse position in the market and work on flaws

Legislation and regulations:
Legislations related to the use of data and breach of contracts are implied. The developed
policies in companies HR administrations cover most of the company policies that are in
alignment with growth of digital market.
Market Analysis - Overview
Market:
The Australian market of call centre helps have moderately developed over the last five
years that rises with the need of value adding services in the offerings. The market
comprises of information outsourcing where the companies have targeted India and
Philippines for extending their operations.
The size of the market, in volume and value:
The growth forecasted for the years 2019 to 2024 is:
Revenue: $1bn
Annual growth: 1.8%
Employment: 14,120
Businesses: 551
Customer segments and patterns:
The segments and patterns of customer in the industry include a range of key buying
industries like accommodation, food retail, financial services, and event and management
services. The selling industries include computer and wholesaling, temporary staff
services, telecommunications and office property operators.
Typical products and service offering:
Accommodation, food retail, financial services, and event and management services,
computer and wholesaling, temporary staff services, telecommunications and office
property operators.
Market players:

Serco Group
Analysis of the Five Forces of Competition – Overview
Five Forces of Competition
Rival sellers Serco group is the most noticeable amongst the rival sellers
Potential (new)
entrants
The potential entrants at this stage is going to include companies
coming up with technological support along with human capital to
enhance the workforce.
Substitute product Substitutes can arise as technological applications that simplifies the
customer needs
Supplier bargaining
power
The supplier in this industry are network help providers and increase
in competition will lead to increase in their bargaining power
Customer bargaining
power
Customers are offered with varied service in this industry and
increase in competitors will lead to customers’ power of increasing
bargain rate.
Comparison
The placement of the business is considered to be at the moderate stage as per the data
reflects in the research context. The customer base can be considered all the SME in
Australia currently seeking to be a leading in offering best for the customers. The chain of
serving the customer right in every way is an opportunity for the growing industry to touch
the success with introducing innovation in the industry. The opportunity will lead in the
industry, comparing the ideas of the growing companies with respect to the type of
business and resources will be defined for each specified.
The two innovations identified in the industry includes core customer experience

technology and business welfare for increasing the productivity of the companies.
SWOT Analysis
SWOT Analysis
Strengths The company is following adherence culture of business module that
enhances to boost the business with reformed policies from customer
feedback.
Weaknesses The company falls off in performing as an effective in terms of quick
responding to the business.
Opportunities The opportunities are huge as of in the new industry with
development of technology and service channels
Threats The threats of new entries in the market is susceptible

Business Opportunities for Innovation and Reform
Business Opportunities for Innovation and Reform
The business analysis of the ABC Contact centres and the industry reflects that
opportunities are there of the industry in bringing revolution the following factors:
 Impactful growth in good customer experience for resolving the issues quickly
 Improvising the customer service channels in android phones, self-servicing, chats
and email. A personalised profile and application software is yet to be developed.
 Making the customers less on waiting gives an opportunity to develop fast
processing network services with more empowerment to human resources.
 The use of cloud technology is at the peak
Evaluation of Opportunities for Innovation and Reform
Opportunity < Add >
Compatibility with
business goals and
objective
Impactful growth in good customer experience for resolving the issues
quickly
Cost-Benefits
Analysis
 Key Costs List: new network provider, systems, professional IT engineers
 Key Benefits List: Strong network, less disconnections, quick resolving to issues if
network.
 Key Cost total estimation: $50,000
 Key Benefits total estimation: $700,000
Risk Management
Analysis - Summary
Risk description
Risk Probability
Risk
Impact
Risk rating
Strategy to
manage risk -
overview
Failure in technical
networking
high High 4/5 Strong network
service