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Fiji – Push The Boundaries Of Convention To Deliver The Ultimate Brand Experience

I always get asked, ‘Why Fiji?’ 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.

We started our international contact centre in Fiji in 2009. Today we support 14 international brands in Fiji. Did we know, going in, that Fiji would be such a success? Well, I would say yes. It was a calculated risk. Fiji has all the key benchmarks that put it on par with leading BPO locations, except, it was a relative unknown.

At the time all our English work was handled in our contact centre in South Africa. We had existing clients who were looking for the cost savings they could experience in India and the Philippines, but they expected the same customer experience they had grown accustomed to during many years of outsourcing to us in South Africa.

With increased negative publicity around overall customer experience, language barriers and cultural dis-connect in low cost BPO locations, we were looking for an alternative which will ensure competitive rates and reduced operational costs, without compromising our brand and our customers’ brands.

Fiji offered us an alternative BPO location, with a unique selling proposition – the People. The people are innately friendly and their natural attitude towards customer service translate exceptionally well to the contact centre environment. After so many years in the BPO space, we knew these qualities cannot be taught.

When Fiji won the European Offshoring Destination of the Year award in 2014 following in the footsteps of previous winners South Africa and Morocco, it only proved what we already knew. Fiji is a hidden gem, which we were fortunate enough to identify and act on 8 years ago.

Being one of the first contact centres in South Africa in 2001 was a pioneering feet, people thought we were mad at the time. With Fiji we experienced the same reaction. Both locations today have received global recognition as Offshoring Destinations of the Year.

The pioneering spirit that is embedded in our DNA is what makes us great. Our desire to push the boundaries of convention to deliver the ultimate brand experience is a promise to our clients and has never failed us in the past. Watch this space as we continue to pioneer in delivering value to our partnerships.

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