Mindpearl Newsletter - 3rd Edition 2014



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.

It has been a very productive and successful quarter at Mindpearl. We are proud and excited to share our recent achievements and latest news with you. A number of highlights stand out, including our new Brand Identity launch, our latest award wins and a number of new clients joining the Mindpearl family, as well as existing client expansion.

You will notice a few changes to our regular newsletter. Yes, the newsletter now proudly reflects our new brand identity, but we have also included a few new sections that will be regular features going forward. Have a look at our Featured articles to read more about our CEO, William Pattison’s career and Mark Mahoney’s top tips for process improvement . Until next time, enjoy.


Mindpearl News


Mindpearl's CCO ranked third in call-centre.com's list of most influential people in call centre outsourcing

Oct, 2014

Mindpearl expands outsourcing relationship with Brussels Airlines to Fiji

Sep, 2014

Mindpearl's New Brand Identity Revealed!

Jul, 2014

Mindpearl does it again! Awards for Outsourcing Excellence and Innovation

Jul, 2014

Fiji wins Offshoring Destination of the Year 2014

Jul, 2014

Mindpearl Fiji commence outsourcing relationship with an international shipping and express courier company in Australia

May, 2014


Featured Articles


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

by Mark Mahoney May, 2014

Interview with William Pattison


Featured Case Study


Education and Training Sector Case Study: Reporting and Superior Systems Implementation

The client’s story This client is the largest RACQ approved driving school in Queensland, Australia. They have specialised in Brisbane driving lessons for fifteen years. They have qualified driving instructors all over Brisbane, Ipswich, Gold Coas[...]


Featured Staff Member


Rene Rutgers

Business Analyst, Mindpearl

Building a team of exceptional people is key to our success. Rene has been a valued part of our team for 8 years. Her passion and dedication ensured a commendable career path at Mindpearl. The robust environment we work in does not allow anyone to become stagnant or bored. Her story makes this evident!
Rene started working at Mindpearl in March 2007, as a Customer Sales and Service Representative. Soon she was promoted to Team Leader, due to her work ethic and excellent results.
Rene excelled in this Team Leader position; consequently she was promoted to Administration Manager. Her ‘’can do’’ attitude and the quality of her work ensured that she was then upskilled and promoted to a Key Account Coordinator. Soon after, Rene accepted a 2 year assignment in Fiji where she embraced the Suva culture and achieving outstanding results as a Key Account Coordinator.
With Rene’s years of experience and performance track record, she was the ideal candidate for a promotion to Business Analyst in 2013, which saw her relocating back to South Africa. At Mindpearl we believe in promoting from within and invest heavily in the growth and development of our people. Rene’s passion and dedication is replicated in so many of our people.


Current Events


Fiji - The Contact Centre Industry’s best-kept Secret

On the 13th November 2014, Mindpearl, in partnership with Matchboard, hosted an event in Melbourne, Australia. With a rise in interest in Fiji’s offshoring capabilities, this event focused on educating attendees as to why Fiji is selected as a customer service hub over other outsourcing destinations and why Fiji was named 2014′s Offshoring Destination of the Year by the European Outsourcing Association earlier this year. Read the full article to find out more.


Industry News


The ‘Big 6′ in BIG Trouble by Lucy Holloway

Today’s business world is made up of different industries with different business models. But successful businesses no matter the industry have one thing in common: Passionate customer advocate groups that deliver customer experiences that competitors just can’t match. This is one of the biggest reasons these businesses are leaders within their industries. Happy customers equal not only repeat business, but they will promote it to friends, colleagues and family.

Your next CEO is in the Contact Centre today by Mark Hillary

I recently posted a blog featuring some questions I had raised at a Proesa conference in El Salvador. One of the key questions was related to the wider global services industry and how practitioners sometimes fail to see their own growing importance in the modern business environment - particularly when talking about services such as customer service outsourced to an offshore location. It's time to open our eyes. The customer service function is one of the most dynamic and exciting areas of business to be working in today.


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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

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Mindpearl AG
Mühlebachstrasse 32