Mindpearl Newsletter - 3rd Edition 2015



A very warm welcome, or as our fellow colleagues in Fiji say, ‘Bula Vinaka’, to the third edition of Mindpearl's quarterly newsletter for 2015. Our main aim, as always, is to keep you up to date on all that’s happening within our Mindpearl family. We also hope to keep you in the loop on any interesting trends or newsworthy events taking place in the BPO and Contact Centre Industry.

2015 has continued in high gear. Our Sales and Marketing team have been very busy filming a Virtual Tour of our office in Suva, Fiji. We are extremely proud to share this video with you in this edition. We hope you will take a few minutes to grab a cup of coffee, put your feet up and enjoy our 4 minute virtual tour. Filming to commence in our other offices shortly, so watch this space.

As a group we are always striving to grow and provide excellent customer service that surpasses our client’s expectations. Mindpearl does this by providing our staff with the best in training and development. Preayant Kumar, Mindpearl Training Manager has been selected as a speaker at this year’s Customer Contact Centre Expo in London. This not to be missed speaking engagement will showcase one of our training initiatives, namely Mindpearl’s Leadership Development Programme. Still on training, we have recently been nominated for 3 categories in the Customer Service Training Awards. Winners will be announced in London during October.

Part of our success as a company is making an impact in the world around us. This edition features a recent Corporate Responsibility initiative that Mindpearl has been involved in. Keeping with the theme of Corporate Social Responsibility (CSR), we have included articles on the benefits of CSR..

Get to know Anouk Zegelaar, one of our Call Centre Representative in our staff feature article. Anouk is a great ambassador for the Mindpearl brand as she constantly strives to provide excellent customer service at all levels.

Last but certainly not least, the Mindpearl team is looking forward to hosting its first Legal Process Outsourcing (LPO) Business Breakfast event in London, this October. You can read more about this in our event section. In addition, we have included the first of a series of LPO Thought leadership articles. Until next time readers.


Mindpearl News


Mindpearl Fiji Virtual Tour

Sep, 2015

Mindpearl excited to present at the 2015 Customer Contact Centre Expo

Sep, 2015

Mindpearl shortlisted for Customer Service Training Network Awards 2015

Aug, 2015

Mindpearl partners with Siyaya Skills Institute to educate and develop disabled learners in South Africa

Aug, 2015


Featured Articles


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

by Fiona Meijer-Innes Sep, 2015

The Rise of Legal Services Outsourcing - Thought Leadership Series

by Alan Graham Sep, 2015


Featured Staff Member


Anouk Zegelaar

Anouks unique journey started when she arrived in the beautiful city of Cape Town for a two week holiday in February 2013. After falling in love with the lifestyle and abundance of activities, she very quickly decided to extend her time in Cape Town . She rebooked her ticket, and let her family in the Netherlands know that her now 2 weeks holiday would turn into a much longer stay.

When Anouk obtained her Business degree from the International Hotel School, The Hague. Seeking an opportunity where she could work abroad and travel after completing her studies, brought her to Mindpearl, where she is now a valuable staff member on one of Mindpearls very busy Airline accounts. Working on this international account has afforded her the opportunity to share her vast knowledge of providing exceptional customer service experience with colleagues from all around the world. Last year Anouk and some of her colleagues were invited to visit the head office of the airline account she works on; this provided them with an insight to the organisation’s bigger picture.

Apart from being an excellent ambassador for Customer Service, Anouk has a passion for travelling. Working at Mindpearl has allowed her the opportunity to work and travel, while experiencing the South African culture first-hand. Anouk works in one of Mindpearl’s most culturally diverse offices so this has allowed her to build friendships with colleagues from all over the world.

In her spare time, Anouk also loves to be outdoors and enjoys activities such as camping, hiking, swimming, playing field hockey, and more recently the art of surfing, all activities most Cape Tonians truly love.

We truly believe in encouraging and promoting our staff and because of Anouk’s tremendous work ethic and passion for delivering excellent customer service she has recently been promoted to Team Leader within her existing account.


Current Events


LPO Business Breakfast to be held in London this October

Mindpearl in partnership with RL Daly and the DTI are proud to host an informative Legal Process Outsourcing (LPO)Business Breakfast in London on the 6th of October. The event will be held at SA House and will include guest speakers, Gareth Pritchard, CEO of BPeSA, South Africa's BPO Industry Body and Charnell Hebrand, a qualified Lawyer and Thought Leader who expertly consults in the BPO sector with a distinct focus in LPO. This event will highlight and showcase why South Africa is considered a prime destination for offshoring, specifically within the LPO sector.


Industry News


SA growing as legal outsourcing host

South Africa has become a preferred Legal Process Outsourcing (LPO) off-shoring destination as well as the staging ground of choice for international law firms seeking a jurisdictional foothold for sub-Saharan African business opportunities. A recent review of nine outsourced locations by the London School of Economics has positioned South Africa in second place. As companies, and consequently law firms, increasingly turn to alternative legal service providers in offshore locations to find more efficient ways of handling their legal service requirements, South Africa offers a uniquely competitive combination of commercial advantages in terms of talent, cost and location.

Doing Good Is Good for Business - Corporate Social Responsibility in 2015

Corporate social responsibility (CSR) is no longer an obligation that corporations feel they need to take on, but has become central to the operations of many of the best companies today. In 2012, I explored the way businesses thought about philanthropy and today I will provide an update on new trends emerging and on how companies are redefining their CSR platforms. While the mechanisms of the leadership-organizational performance are complex, multi-level and multi-dimensional, top performing companies understand the important role of philanthropy and are putting passionate advocates for social change in the driver's seat.


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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

Zurich, Switzerland

Mindpearl AG
Mühlebachstrasse 32