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  • Jerry: brief summary. Will come back to specific projects on next slide
  • Jerry: brief summary. Will come back to specific projects on next slide
  • Presentation general

    1. 1. 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.
    2. 2. 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
    3. 3. 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.
    4. 4. Russ Sandlin (USA)• 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
    5. 5. Working closely with Bethlehem University we tapinto 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.
    6. 6. 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.
    7. 7. Our Centre
    8. 8. 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)
    9. 9. Key Services• 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.
    10. 10. Why outsource?• Flexible resource to deal with variable demand and particular campaigns, reducing cost• Gain management time to focus on core business functions
    11. 11. 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
    12. 12. Next steps• Understand your needs and opportunities• Discuss possible pilot project