Mindpearl Newsletter - 4th Edition 2015



Welcome to the fourth and last edition of Mindpearl's quarterly newsletter for 2015. Our goal as always, is to keep you up to date on all that’s happening within our Mindpearl family and keep you in the loop on any interesting trends or newsworthy events taking place in the BPO and Contact Centre Industry.

As 2015 comes to a close, we are thankful for growth, achievements and all the milestones achieved by our clients, our people and our organisation. Many of our clients rely on our experience and expertise to support them to achieve their objectives, their trust is something we approach at all times with reverence. One of the areas where we have made an impact with our clients is First Call Resolution, a metric that is becoming more and more important in an environment driven by the customer. Have a look at our feature story section for some simple tips to improve your First Call Resolution.

Our people are as always at the heart of all we do. We are extremely proud to have celebrated numerous 5 year, 10 year and 15 year Long Service Awards this year, with more to come in 2016. Do yourself a favour and read Karin Dale’s feature article on Long Service Awards where she shares some of the insights gained from our first-hand experience. This is not to be missed.

Get to know Anakin So, one of our Call Centre Representatives in our staff feature article. Find out more about Anakin’s passion for customer service and multifaceted talents, it is a great read.

Last but certainly not least we would like to welcome Aizer Group to the Mindpearl family. Aizer group is a unique Australian based company, offering all in one, tailor made solutions for the facility and commercial property management industries. By partnering with Mindpearl, Aizer Group’s contact centre operations have successfully been re-located from Manila to Suva, Fiji. Read the official press release to find out more. Until next year


Mindpearl News


Mindpearl Fiji awarded Aizer Group’s Contact Centre Outsourcing Contract

Nov, 2015

Mindpearl proudly supports the Fijian National Men’s Hockey team

Nov, 2015


Featured Articles


Do Long Service Awards still have value?

by Karin Dale Nov, 2015

Simple actions that will increase your First Call Resolution with drastic results

by Ingo Schulz Nov, 2015


Featured Case Study


Aviation Industry Case Study: General Sales Agent (GSA) Support Delivery

The client’s story We work with some of the top airline brands across the globe. This client is one of the largest airlines in the world operating on average nearly 6,700 flights per day to more than 330 destinations in 54 countries throughout Nor[...]


Featured Staff Member


Anakin So

Anakin started at Mindpearl Brisbane on the 10th March 2014 as an agent for one of our longstanding Airline clients. He was appointed to support a brand new market for this client and was privileged when he actually took the very first call for this market on the day the calls went live. Anakin has a true passion for customer service excellence, which makes him perfectly suited not only to Mindpearl’s culture, but also our client’s culture. He loves the fast pace and exciting industry our client and Mindpearl operates in. He is also a native Cantonese speaker, speaks Mandarin, a little Korean and is fluent in English.

Culture fit is crucial in our dynamic environment, where we require our agents to embody our clients brands and our core Mindpearl values. In addition, we pride ourselves in offering our clients quality service that encompasses superior multilingual support. So Anakin is a real testimony to the high caliber agents employed by Mindpearl.

Before Mindpearl, Anakin graduated with a Master of Geographical Information Science in University of Queensland. He also holds an Australian Level 2 Table Tennis Coaching Certificate. What we love most about our people is that there are so many facets to them; Anakin for example is not only a star performer at Mindpearl, because he also shines outside of Mindpearl. He plays two musical instruments and he is the Director of Coaching for the Brisbane Table Tennis Association. Anakin has been coaching at the University of Queensland, the Brisbane Table Tennis Association and National event in Australia since 2012. In addition, Anakin got in touch with the Fijian Table Tennis Association and became an Assistant Coach for the players while he was in our Mindpearl Fiji office for training. Anakin is a man with many talents and a true Mindpearl ambassador that excels in all areas.


Industry News


10 ways to improve your Long Service Awards programme

We may no longer have a ‘job for life’ but that doesn’t mean that Long Service Awards are dead. Long Service Awards are alive and kicking in most organisations, however many programmes are in need of a refresh to make more of the occasion, make them more personal and, therefore, more effective. By creating a Long Service Award programme that is unique to your business values and goals, your culture and your employees, you can create a programme that is highly valued and that will help you improve morale and retain your top performers. If your Long Service Awards need a refresh, then here are ten ways to revamp a tired programme:

The Business Case for First Call Resolution

Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. While this approach can certainly reduce costs, it also reduces customer satisfaction and loyalty. A better way to approach the issue is to put more focus on taking care of the customer’s issue during the first call. Improving first call resolution (FCR) not only impacts the cost of operations, but simultaneously affects customer satisfaction and retention.


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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

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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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