In Summary

• A partnership between professionals from the USA, UK and Palestine with experience in call centre management, marketing and customer feedback.

• Aim to meet the highest standard of service for international call centres, at a competitive cost.

Nassim Nour (Palestine)

• Senior executive with experience in the Middle East, Africa and Australia across the private, public and voluntary sectors

• Bethlehem University / Fulbright Scholar / MBA / strong language skills

• Financial management, administration, personnel management, programme design, monitoring and evaluation

Jerry Marshall (UK)

• Cambridge economics graduate and marketing professional

• Started successful companies in market research and customer research technology

• Experience of helping clients grow their business in many different markets.

• Particular expertise in market research, customer feedback and direct sales.

• Certified Outsource/Offshore Project Manager (COOPM) with 25 years contact centre management experience

• Recently the Manager of Contact Centre at Gulf Bank, winning the “Best Contact Centre of the Middle East” May, 2010

• Ran major outbound sales, technical support, billing and collection campaigns with customers /employers including AT&T, Dell, Bank of America, Chase Manhattan

• Co-founder www.benprise.ning.com

Russ Sandlin (USA)

Working closely with Bethlehem University we tap into a unique pool of labour:

• graduates with strong business and technical skills

• strong language skills bilingual English / Arabic

• strong sales skills

• highly teachable

• competitive cost.

Our Vision

• Plant and nurture a world class business services company

• Model a business that exemplifies care for customers and staff and operates with integrity

• Contribute to local development.

Our Centre

Our Capabilities

• Inbound, Outbound, Blended,and Web-enabled solutions

• Open source system (Asterisk)

• Integration with any back office third party legacy applications

• Access to wide range of international expertise

• Back up office in Philippines (English)

• Telesales/ cold calls

• Welcome calls / upselling

• Customer satisfaction surveys

• Applications process management / customer request fulfilment

• Data integrity review and clean up

• Debt collection

• Back office services

• E-mail response, Web chat etc.

Key Services

Why outsource?

• Flexible resource to deal with variable demand and particular campaigns, reducing cost

• Gain management time to focus on core business functions

Why Transcend?

• Access to a highly skilled pool of labour with strong English & Arabic language skills

• Seasoned international management

• High value for money

• Alignment with your Corporate Social Responsibility

Next steps

• Understand your needs and opportunities

• Discuss possible pilot project