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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