Example of business model format or template. Using the following Guides:

1. How the business is organised and provides the actions you plan to take, aligns the organisations mission, objectives, performance drivers and business practices

Items in Business Model:

1. Contact centre's vision and mission statement
2. Business goals/outputs
3. Economic model consisting of key variables/performance drivers e.g. occupancy, conversion per contact & cost per call
4. Business practices that affects performance (people, processes & technology)
5. Identification & creation of a supporting culture
6. A feedback mechanism

Aspects of mission statement

1.Statement of purpose: What the organisation and its employees are here to do

2.Statement of value: What the organisations rules of behaviour and corporate beliefs are

3.Statement of competitive advantage: What the organisation does really well

4.Vision statement: What the organisation future looks like

5.Stakeholder expectations: What's at stake for everyone involved