OPC assignment

i need 2 pages single spaced by saturday 

all the information you will need is in the attachments 

only do the circled part of the requirements page (which should be the first attachment) 

the audio should help, also i attached a background on the company 

OPC Background & Information

Background:

Founded in 1999, OPC-Marketing, now called Spitfire Dialers, has provided inexpensive call center software that integrates database and overall use into easy to use software.  Spitfire Dialers has created themselves as a one-stop shop for small and personal businesses.  Instead of using multiple softwares and computers to accomplish the same task, Spitfire gives user friendly and ease of access necessary within an office in the telecommunications world.  The company is family owned and operated;  Michael and Warren Henochowicz are brothers and hold President and Vice-President, and Erin Henochowicz, Michael’s wife hold Chief Operations Officer.

The firm started out in the garage and pool house at Michael and Erin’s home; the tech support and engineers were in the garage, and the sales and operations team were in the pool house.  Just like any small tech firm, they eventually needed more space and resources in order to keep up with the demand.  Back in the garage days, they would have clients on the phone describing issues they were experiencing with the software while tech support would have to figure out what was going on. Now  they are able to hook in remotely and diagnose any issues or problems from the perspective that the user has when sitting at the computer.  Over the last 14 years, this company has truly changed and developed into one of the most well know small businesses in the nation.  In 2007, they received a reward from Fortune to included in Fortune’s 5000; Fortune’s top 5000 growing small businesses in the nation.  When the economy went into recession around 2008, most small businesses saw in impact financially, Spitfire was not immune to this effect.  Slowly but surely they have been able to continue an increase in sales; with a new web based and newly released versions of their software, Spitfire has been able to retain its market share.

Research:

In general, the industry of software publishing as of 2012 according to IBIS World is a 182.7 billion dollar industry. It also has a growth of 4.5% from 2007 to 2012 with a profit margin on average of about 29.4% of revenue.

Companies are adopting call centre systems to improve business performance while experiencing growth in revenues. More specifically, predictive dialing systems drive efficiencies with a focus on relevant calling. With this software, agents will be phoned in with the right consumers consistently. This in turn helps to develop a more productive workforce. Agents will no longer have to keep up with a long list of phone numbers and can utilize their time on customer service. Predictive dialing ensures smarter calls, greater agent efficiency, and more receptive customers which lead to greater sales and satisfaction.

Throughout the years the telecommunications industry has become highly deregulated, causing an increase in businesses within the industry and the competitiveness between them to rise drastically. Finance is the hardest entry factor to overcome within the industry. In order to enter into the industry, the company has to have a large amount of capital, primarily cash based. Suppliers of the telecommunications products are abundant in the industry and therefore have very limited to no bargaining power as far as product cost is concerned. However, the increased competition has created a surplus of substitutable products and a market where buyers can compare similar products in different companies and shop for the lowest price for the same quality. Competing for the lowest prices to draw in customers essentially means that telecommunications companies have a very low profit margin to keep their company alive.

References:

http://www.moneynewsnow.com/2013/10/witness-increased-sales-with-a-predictive-dialer-in-your-call-centre/

IBIS World web services. (2012). Retrieved from http://ibisworld.com/

(Software Publishing 51121; Ad Targeting Software OD4561)

http://www.investopedia.com/features/industryhandbook/telecom.asp