Mindpearl Newsletter - 1st Edition 2015



Welcome to Mindpearl's quarterly newsletter, which aims to keep you well-informed on the latest news within Mindpearl, as well as trends, news and views within the Contact Centre and BPO industry.

As we reach the end of the first quarter for 2015, we are thankful for our clients, our partners and our amazing people. 2014 was a rewarding year for Mindpearl, with a number of award wins, new clients, immense growth with existing clients and a 'facelift' that now truly reflects our DNA and culture. We have no doubt that this could not have been achieved without the extraordinary people we interact with on a daily bases, whether internal or external. 2015 looks to be another great year not only for Mindpearl, but also the contact centre industry and outsourcing industry as a whole. Have a look at our featured articles and industry news, for more insight into where the industry is going in 2015.

This quarter our featured staff member is Shane Jackson, IT Applications Team leader in our Brisbane centre. Shane is a shining example of career progression in Mindpearl.

We are proud and excited to share our recent achievements with you and more information on Fiji's contact centre outsourcing capabilities in our news section. South Africa is also in the spotlight this month, as the South African Offshoring Summit kicks off in Cape Town on the 4th March. You can read more about it in our event section. Until next time.


Mindpearl News


Mindpearl shortlisted for Prestigious Business Excellence Awards 2015

Feb, 2015

Fiji – Strategic location for customer centric contact centres

Feb, 2015


Featured Articles


Where is the Customer Contact Centre going in 2015?

by William Pattison Feb, 2015

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

by Ingo Schulz Feb, 2015


Featured Case Study


Telecommunication Industry Case Study: An Innovative Partnership

The client’s story Original, innovative and a service with a smile – the culture of this telecommunications provider resonates very well with Mindpearl’s own brand and our key attributes! We understand customer service and work well with brand[...]


Featured Staff Member


Shane Jackson

IT Applications Team leader

Shane has worked at Mindpearl for 14 years. He started his career with Mindpearl on the 21st May 2001 in our Brisbane centre, as an Operations Analyst. Shane did very well at this role and as a result he quickly progressed and was identified for a number of international assignments.

May 2005, Mindpearl had a vacancy in London, and Shane was successfully appointed as an Application Developer. Shane spent 3.5 years in London before moving back to Brisbane, gained invaluable experience working in a global team and working on global projects for Mindpearl. While in London Shane was temporarily transferred to Mindpearl’s Cape Town centre for 3 months, followed by a secondment to Mindpearl’s Brisbane office for a few months. Mindpearl assisted Shane with his relocation to London in 2005 and back to Australia in 2008, this support was vital during these transition periods. During his colourful career Shane held the following positions at Mindpearl: Operations Controller, IT Support and IT Applications Team leader, a role he has excelled in for more than 4 years.

Shane loves the cultural diversity Mindpearl has to offer, the new challenges he deals with every day and the flexibility and the great people he gets to work with.

Over the years at Mindpearl, Shane has developed various skills: Business Analysis, CRM, Change Management, Team Leadership, SQL, Process Improvement, Web Development, Microsoft SQL Server, Telecommunications and Project Plannning. He has degrees in Civil Engineering, Maths and IT.

When asked where he sees himself in 5 years’ time, he answered, ‘’Working for Mindpearl, of course!’’ Shane loves the cultural diversity Mindpearl has to offer, the new challenges he deals with every day , the flexibility and the great people he gets to work with.


Current Events


South African Offshoring Summit 2015

Offshoring South Africa, Table Bay Hotel, Cape Town (4 – 5 March 2015). Mindpearl is a Gold sponsor at this event. Over the past decade, South Africa has built a solid a reputation as a BPO destination of choice. It is not simply costs savings that need to be considered when outsourcing locations are selected and this is why South Africa is a strong contender. It is widely known that the country prides itself on its enthusiastic workforce with excellent English language capabilities, combined with the ability to service niche European languages such as French, German and Dutch. South Africa also provides great infrastructure, a strong supporting environment, together with a high quality lifestyle. This three day summit will not only uncover why South Africa is a strong contender as an outsourcing location, but also address how to collectively overcome outsourcing challenges faced on the international stage. Andy William's from Lebara Mobile will be Mindpearl's guest speaker at the conference. Don't miss this outsourcing success case study.


Industry News


CIO Magazine Highlights Cost and Speed as 2015’s Outsourcing Trends to Watch

23 January 2015

CIO magazine has named its top 10 outsourcing trends for 2015. Speaking with consultants, lawyers, and service providers, CIO predicts a big year ahead for the multibillion-dollar industry as both standardisation and flexibility become big drivers in the marketplace over the next 12 months. This year may also witness a new era of faster sourcing decisions and the end of an old standby: the request for proposal (RFP) process.

Growing Interest from SMB's Will Influence the Contact Center Outsourcing Market

9 February 2015

The Contact Center Outsourcing Market in the APAC Region is expected to grow at a CAGR of 11.76 percent from 2014-2019, says research firm TechNavio. According to the latest report by TechNavio, small and medium sized businesses in the APAC region are showing more interest in adopting contact center outsourcing. To increase sustainable business, SMBs are outsourcing their business processes, which is enabling them to limit expenses and maintain customer relations.


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