Mindpearl Newsletter - 2nd Edition 2015



Welcome to Mindpearl's 2nd quarterly newsletter for 2015, 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.

2015 has proven to be a great year so far for Mindpearl. All our successes and achievements would not be possible without the continued support of our clients and partners, not to mention the hard work and dedication of our staff. Having been nominated and then awarded with two prestigious awards this quarter, we feel our Mindpearl journey as we progress further into 2015 will continue to be one of growth and excellence. With all this success, comes responsibility. Our locations around the globe give us the unique perspective and opportunity to connect and make a difference in our community. We are extremely proud and excited to share two recent Corporate Responsibility Initiatives we embarked on in Fiji and South Africa.

In this addition, we would like to highlight two key focus areas namely Staff Engagement and the benefits of Multilingual Contact Centre support. We trust our feature articles and industry news will give you more insight into these critical components that can benefit your customer experience and bottom line.

This quarter our featured staff member is Siobhan Sinclair, Leadership Development/Customer Service Trainer in our Suva Centre. Siobhan is a great example of a phenomenal team player in Mindpearl.

Finally, the Mindpearl team is excited to attend the Business News Breakfast event on the 3rd of July in Brisbane, Australia. You can read more about it in our event section. Until next time.


Mindpearl News


Mindpearl Fiji named as a winner at the 2015 Business Excellence Awards - Award for Best Flexible Outsourcing Service

Jun, 2015

Mindpearl South Africa named as winner at the 2015 Business Excellence Awards - Award for Excellence in Customer Service

Jun, 2015


Featured Articles


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

by Alan Graham Jun, 2015

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

by Mark Mahoney Jun, 2015


Mindpearl steps in to provide relief after category 5 Cyclone Pam devastates Vanuatu

Mindpearl helps those fighting the Cape Town fires with donation to the Volunteer Wildlife Services (VWS)


Featured Case Study


Consumer Retail Industry Case Study: Excellence in Outsourcing Customer Service

The client’s story This client is a leading, globally recognised brand in consumer retail. They have been established as one of the most recognised and trusted names in their chosen sector, operating globally and consistently providing a high qual[...]


Featured Staff Member


Siobhan Sinclair

Trainer in Leadership Development and Customer Service

Siobhan joined the Mindpearl family in April 2014 and is currently based at our Suva centre in Fiji. Being trained as an Elementary School Teacher in her earlier career, her passion has always been to help educate others. This saw her move between various teaching roles in London, Australia and then finally Fiji.

When Siobhan joined Mindpearl, it soon became evident that because of her passion for people, her willingness to educate and her creative nature, that she would be an incredible asset. It was in this space, where the Leadership Development Program was born. This program, is aimed at developing our future leaders within the company.

Siobhan has been one of the key instrumentalists in not only developing, but also in implementing this programme within Mindpearl Fiji. Thanks to this invaluable programme and the hard work and dedication of Siobhan and the other trainers, the benefit to our customer service and staff has been remarkable. This programme has been such a success, that Siobhan will be traveling to South Africa at the end of July to roll it out in our Cape Town centre.

Siobhan loves interacting with our diverse people. Because of her unique personality and style of training, she is well known and respected by many of her colleagues.

Apart from being a valuable Mindpearl team member, she also leads quite an active life outside of work. She loves spending time with her family and some of her favourite hobbies include yoga, swimming in waterfalls in the rainforest and walking the family dog. She is also tremendously involved in charity work, assisting in running a charity in Suva that delivers Mother Care Packs to new mothers at Suva’s main hospital. Siobhan is a great example of a phenomenal team player and a true Mindpearl ambassador inside and outside of work.


Current Events


Brisbane Business News Breakfast Series with guest speaker Steve Baxter

The Mindpearl team is excited to attend the Business News Breakfast event on the 3rd of July. Steve Baxter from Channel Ten’s Shark Tank will be the guest speaker at the event which will be held on Friday 3 July. Steve is one of Australia’s most successful tech entrepreneurs and an active supporter of Australia’s and Queensland’s startup eco-system. He’s a founding board member of advocacy group StartupAUS, the founder of Brisbane co-working community River City Labs, and the mission leader for Startup Catalyst. The event promises to be a fantastic opportunity to hear from a high-profile and successful entrepreneur.


Industry News


Linking employee engagement with customer engagement and performance: The evidence

We all “get” the link between having engaged employees, engaged customers and bottom-line performance. It’s intuitive, isn’t it? Yet a huge number of companies are still not leveraging this relationship. So why is that? The first EdelmanENGAGE “State of Engagement” study wanted to explore what companies are actually doing globally to convert engagement into competitive advantage. What’s working and what isn’t? And how can we improve things for the future? A handful of simple findings from the study ca help us to understand why relatively few firms are yet exploiting the employee/customer engagement link to boost performance.

Multilingual Call Centres

Close your eyes and imagine a world where 30% of people around you don’t speak English in the home...and now imagine that you’re an executive at a company eager to acquire and retain new customers. You need look no further than cities like Sydney or Melbourne, where almost a third of residents prefer to communicate in a foreign language. They will reward you with better conversion rates, more repeat business, and higher customer satisfaction and advocacy. And the only catch is you need to service them in their own language. If you had any doubts about the potential size of the market, consider that more than 4 million Australians speak a Language Other Than English (LOTE) at home, and there are more than 200 online, radio, TV and print media nationally that cater to non-English-speaking people.


You may also be interested in

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Connect with us

Essen, Germany

Mindpearl GmbH
Limbecker Platz1

Cape Town, South Africa

7 West Quay Road
V&A Waterfront
Cape Town 8002
South Africa

Kuala Lumpur, Malaysia

Level 13A, Tower 9, UOA Business Park
No. 1, Jalan Pengaturcara U1/51A,
Seksyen U1, Shah Alam,
Selangor Darul Ehsan

Suva, Fiji Islands

Kalabu Tax Free Zone
Daniva Road
Valelevu, Nasinu
Fiji Islands

Zurich, Switzerland

Mindpearl AG
Mühlebachstrasse 32