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Archive: Blog

Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies

Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies Airlines have faced bankruptcies, irregular operations, the effects of regional unrest, and rising oil prices, which lead to the industry driving strategic use of outsourcing as a mechanism to combat such cost and […]

The Questions every CEO should be asking in regards to Quality Monitoring of Staff

A Quality Monitoring Program that Counts towards boosting your bottom line – The questions every CEO should be asking in regards to Quality Monitoring  of Staff If you have a contact centre, your employees will be familiar with one or other form of Quality Monitoring. Quality Monitoring should not be overly complicated, whether you have […]

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect I read an infographic the other day, called ‘The bottom line cost of bad customer service’, which inspired this article. I would highly recommend reading the infographic for yourself, but let me share some of the most shocking highlights with you: Expectations are […]

How can Outsourcing Address Some of the Biggest Challenges Faced by the Travel and Hospitality Industry?

How can Outsourcing Address Some of the Biggest Challenges Faced by the Travel and Hospitality Industry? There is never a dull moment when it comes to the travel and hospitality industry. Things are always changing, from disruptions to technology and everything in between. As we, all know, with change, come challenges. I believe outsourcing can help […]

Customer Service and Contact Centres – A Year in Review

Customer Service and Contact Centres – A Year in Review In the beginning of this year, the Dimension Data’s 2016 Global Contact Centre Benchmarking Report revealed four trends that would shape the contact centre industry for the next five years, namely: Customer analytics Integrated customer journeys Digital capabilities Personalised service offerings I thought it would […]

White Paper – Malaysia: Contact Centre Offshoring Synergy. Bridging the Gap between Service Delivery and Customer Expectations

White Paper – Malaysia: Contact Centre Offshoring Synergy. Bridging the Gap between Service Delivery and Customer Expectations The customer service industry is one of the oldest and most established industries worldwide. It is also one of the industries that have continually evolved over time; as technology improved, as customer expectations transformed and as competition increased. […]

Reflections of a CEO – People can make or break your business

Reflections of a CEO – People can make or break your business. A TV station in Kuala Lumpur recently interviewed me at our official opening in Malaysia and the journalist asked me a very pertinent question. ‘The 9 skyscraper buildings in this Business Park are empty besides Mindpearl. The proprietor said it was the quickest […]

The Customer Service Experience you should create for today’s Airline Customer

The Customer Service Experience you should create for today’s Airline Customer. With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala Lumpur. Given Malaysia Airlines’ brand presence and prominence in global aviation, Mindpearl’s airline expertise and […]

Struggling with the Midyear Blues? Let’s find your Inspiration.

Struggling with the Midyear Blues?  Let’s find your Inspiration. It’s early August, which means that we have soldiered through nearly seven months of the year. It is during this period when you might be wondering where your inspiration and motivation will come from for the remainder of the year. Generally, we refer to this as […]

Does Live Chat offer untapped potential for your Business?

Does Live Chat offer untapped potential for your Business? I am an advocate for Live Chat, through seeing how Live Chat has benefited our clients and their customers. In fact, we have had seen this customer communication channel gain more and more momentum in the last 2-3 years. So what does the data say? Firstly, […]

My Top Five Contact Centre Predictions for 2016

My Top Five Contact Centre Predictions for 2016 As the second quarter of 2016 begins we find ourselves very busy planning for the rest of 2016. In 2015, the contact centre industry experienced a number of shifts and changes, and this quarter has proved to be no different. Dimension Data’s Global Contact Centre Benchmarking Summary […]

The Benefits of Business Continuity Planning (BCP)

The Benefits of Business Continuity Planning (BCP) For larger companies, the contact centre is a critical business system. The U.S Small Business Administration in Washington DC reports (source) approximately 25 percent of businesses that are affected by disaster fail to reopen. The implications of an unplanned and unprepared for event can be devastating for any […]

Do Long Service Awards still have value?

Do Long Service Awards still have value? The employment market has changed drastically over the last decade. Gone are the days when employees stay with one company for their entire career and that is especially true for millennials. As the largest generation in the workforce today, millennials have embodied the term ‘job hopper’. The general […]

Simple actions that will increase your First Call Resolution with drastic results

Simple actions that will increase your First Call Resolution with drastic results First call resolution is an essential metric for any contact centre for two very simple reasons. Firstly it drives customer satisfaction and secondly, it reduces operating costs. In todays, challenging economic and competitive environment, customer retention is as important as attracting new customers. […]

Responsibility = Sustainability! To achieve this, we need to think Globally by acting Locally

Responsibility = Sustainability! To achieve this, we need to think Globally by acting Locally With social media vastly increasing global awareness when it comes to social responsibility, there is a greater need for individuals and organisations to get involved and to be accountable. Corporate Social Responsibility (CSR) is a term that is now widely recognised […]

The Rise of Legal Services Outsourcing – Thought Leadership Series

The Rise of Legal Services Outsourcing LPO Thought Leadership Series In this series we will focus on outsourcing as a strategy to overcome the challenges faced by Legal Professionals today. Change is the law of life. Those who look only to the past or present are certain to miss the future. John F. Kennedy What […]

Whitepaper – Thinking about outsourcing your call centre? Find out why Mindpearl chose Fiji for our state of the art international call centre

White Paper – Thinking about outsourcing your call centre? Find out why Mindpearl chose Fiji for our state of the art international call centre With increased negative publicity around overall customer experience in low cost outsourcing locations, Fiji offered Mindpearl an alternative which ensures competitive rates, without compromising on quality and damaging our brand. Why […]

Multilingual Service – Are you missing an opportunity to improve customer satisfaction?

Multilingual Service – Are you missing an opportunity to improve customer satisfaction? I am always baffled when I call a contact centre whose language service is English only. Just as organisations cannot expect customers to tolerate single-channels, nor can they expect customers to be English-speaking-only either. Asking a caller, “Do you speak English?” or requesting […]

The power of the Agent – The key to transforming your Customer Contact Centre

The power of the Agent – The key to transforming your Customer Contact Centre In the last 2 years we have seen a shift in the contact centre industry. As customer experience has become a more central focus, the correlation to employee satisfaction and retention has also become clearer. More and more companies are realising […]

What Impact is Social Media Usage During Office Hours Having On Your Business?

What is your business doing about it?

Mindpearl’s Fiji Contact Centre operation has over 650 staff today and employee engagement is very high in our order of priorities. We firmly believe motivated and engaged people are more productive people and social media is very much a part of everyday life these days.

Where is the Customer Contact Centre going in 2015?

Where is the Customer Contact Centre going in 2015? In an increasingly competitive world just meeting customers’ expectations is no longer going to cut it. 2015 can be a great year for the customer contact centre, for companies that exceed customer expectation. It’s time for companies to rethink their servicing strategies, by putting more focus […]

The Impact of Leadership Training and Development on Frontline Staff and Customers

The Impact of Leadership Training and Development on Front Line Staff and Customers We have learnt from first-hand experience the impact leadership training can have on, not only front line staff, but the overall customer experience. This is a business concern we recently addressed within our own company and the results have been staggering. I’d […]

Your invitation to the SA House Business Breakfast 19th February 2015

Mindpearl in conjunction with South Africa’s department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation Are you interested to find out about how to digitally engage with your customers? How has digital communication changed the contact centre industry? What does South Africa have to offer as […]

A greater focus on the people to achieve maximum value from outsourcing

William Pattison speaks about a greater focus on the people to achieve maximum value from outsourcing Outsourcing is largely a people industry. Our people are the livelihood of our business and their satisfaction is central to the success of our company.  I believe they are also central to the success of the outsourcing industry as […]

SAVE THE DATE! Up and coming events in Australia and the UK

Mindpearl in conjunction with South Africa’s Department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation. Join us at one of the up and coming Business Breakfast events in Australia and the UK to find out more about South Africa’s value proposition as an Offshoring destination. […]

Mark Mahoney suggests 10 top tips to improve customer experience process improvement

Mark Mahoney suggests 10 top tips to improve customer experience process improvement Great customer experience doesn’t just happen: it is designed. There is no ‘one size’ fits all customer experience design that you can adopt. What is right for one brand might not be right for another. That is why we believe in offering our clients […]

My top tips for good outsourcing contracts – How do you avoid the pitfalls?

My top tips for good outsourcing contracts – How do you avoid the pitfalls? By Karin Dale Deciding to outsource your contact centre is a key strategic choice which will affect your organisation in the medium and long term. Many pitfalls can be avoided with the right outsourcing contract. Whether you are putting a contract […]

Workforce optimisation: Get the most out of your workforce, without working them to death

William Pattison, CEO of Mindpearl explains how a follow-the-sun philosophy has helped to maximise workforce optimisation. “I made a conscious decision to put people above all things, and it paid off commercially as well.” I believe to be successful at achieving maximum value from outsourcing, we need to invest in retaining key skills within the […]

Keeping things personal vs saving costs – can mobile customer service be the answer?

Can mobile customer service change the face of the contact centre industry? Every company is looking for ways to be efficient. From Human Resources to Production, no department is immune. This is also true for customer service. For decades customer service was seen as an expense. Today, most executives agree, that customer service is a […]

Social customer service can move your contact centre to the next level, if you do it right

Did You Know that Over a Third of Customers who Interact with a Brand Online Do So to Complain and One in Three Social Media Users Prefer Social Customer Care Over Voice Support? Clearly, social customer care offers companies an opportunity to improve customer service, change the perception of the call centre industry and reduce […]

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition I always get asked, ‘Why Fiji as an outsourcing destination?’ There are a number of attributes that can sum up the attractiveness of Fiji as a BPO delivery location for English language, but the simple answer is brand protection. Emerging outsourcing destination: Why Fiji? We started […]

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business When outsourcing first became popular, outsourcing was purely a cost saving mechanism. The mobile revolution has created a 21st century customer who demands more. In recent years, companies are thinking about the long term […]

The million dollar question: ‘Is outsourcing right for you?’ or 11 benefits of outsourcing

  Do you want to increase efficiency, improve service, increase sales/revenues, and reduce cost? Plus 7 more benefits of outsourcing In the past companies have primarily looked outside their own organisations for outsourcing requirements to save costs. But it is very important to consider many other factors before going down the outsourcing path and to […]