This document summarizes a partnership between professionals from the USA, UK, and Palestine to establish a competitive international call center in Palestine. The call center aims to provide high-quality customer service while tapping into graduates from Bethlehem University who have strong skills and can be hired at a competitive cost. The professionals have extensive experience in call center management, marketing, and customer feedback. Their vision is to create a world-class, socially responsible business that contributes to local development.

2. 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.

3. 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

4. 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.

5. 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 www.benprise.ning.com

6. 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.

7. 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.

8. Our Centre

9. 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)

10. 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.

11. Why outsource?
• Flexible resource to deal with variable
demand and particular campaigns, reducing
cost
• Gain management time to focus on core
business functions

12. 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

13. Next steps
• Understand your needs
and opportunities
• Discuss possible pilot
project