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Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies

Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies Airlines have faced bankruptcies, irregular operations, the effects of regional unrest, and rising oil prices, which lead to the industry driving strategic use of outsourcing as a mechanism to combat such cost and […]

The Questions every CEO should be asking in regards to Quality Monitoring of Staff

A Quality Monitoring Program that Counts towards boosting your bottom line – The questions every CEO should be asking in regards to Quality Monitoring  of Staff If you have a contact centre, your employees will be familiar with one or other form of Quality Monitoring. Quality Monitoring should not be overly complicated, whether you have […]

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect I read an infographic the other day, called ‘The bottom line cost of bad customer service’, which inspired this article. I would highly recommend reading the infographic for yourself, but let me share some of the most shocking highlights with you: Expectations are […]

2017 Contact Centre Week Excellence Awards: Mindpearl in Partnership with Mindtribes and Santa Fe Wridgways Wins First Runner-up for Best Improvement Project

Contact Centre Week (CCW announced the winners of the 2nd annual 2017 CCW Excellence Awards at the Royal Pines Resort in Australia on the 23rd February 2017. The evening commenced with drinks and canapés, followed by a sit-down poolside dinner. The 2017 CCW Finalists were (in no particular order): Aegis, DHL Express, Mindpearl, NIB, Princess […]

2017 Contact Centre Week Excellence Award Finalists announced: Mindpearl in Partnership with Mindtribes and Santa Fe Wridgways shortlisted for Best Improvement Project

Contact Centre Week (CCW) just announced the finalists for the 2nd annual 2017 CCW Excellence Awards. Mindpearl, in partnership with MindTribes and Santa Fe Wridgways, has been shortlisted for the Best Improvement Project Award. Mindpearl has been supporting Santa Fe Wridgways from their centre in Fiji, with outsourced contact centre services since December 2015. During […]

Mindpearl Supports Aids Awareness in Partnership with The Rainbow Pride Foundation

Mindpearl, partnered with Rainbow Pride to commemorate World Aids Day with an extensive, internal awareness campaign. A team from the Rainbow Pride Foundation set up information centres on Mindpearl’s site to conduct HIV counselling and testing. All Mindpearl employees wore red and wrote messages on the palms of their hands to express their unity in […]

Contact Centre Week 2017 – Gold Coast, Australia – 22-24 February 2017

As digitalisation is changing customer expectations in every sphere of life, contact centres must ensure that they are prepared to adapt to these evolutions. Embracing this shift to digital service produces a number of challenges, such as legacy systems, budget restrictions, and aligning your contact centre with the new existing channels. As an event partner, […]

How can Outsourcing Address Some of the Biggest Challenges Faced by the Travel and Hospitality Industry?

How can Outsourcing Address Some of the Biggest Challenges Faced by the Travel and Hospitality Industry? There is never a dull moment when it comes to the travel and hospitality industry. Things are always changing, from disruptions to technology and everything in between. As we, all know, with change, come challenges. I believe outsourcing can help […]

Free Boardroom Lunch – Best Practices in Customer Service for the Travel Industry – London, UK – 1 March 2017

Mindpearl in partnership with AboutMatch are proud to host an interactive and informative business luncheon in the centre of London at the IoD Business Centre on 1 March 2017 from 12:00 till 13:00. This event is designed for heads of supply chain, customer service, collections, inbound sales or back office operations in the travel industry. […]

Customer Service and Contact Centres – A Year in Review

Customer Service and Contact Centres – A Year in Review In the beginning of this year, the Dimension Data’s 2016 Global Contact Centre Benchmarking Report revealed four trends that would shape the contact centre industry for the next five years, namely: Customer analytics Integrated customer journeys Digital capabilities Personalised service offerings I thought it would […]

Fiji Trade and Investment Symposium – Auckland, New Zealand and Sydney, Australia

On 14 and 18 October 2016, the Fiji Trade and Investment Symposium took place in Sydney, Australia and Auckland, New Zealand, respectively. The symposium focused on showcasing Fiji as an ideal investment destination to the Australian and New Zealand market. The event was opened by the Prime Minister, the Hon. Voreqe Bainimarama, and attended by […]

White Paper – Malaysia: Contact Centre Offshoring Synergy. Bridging the Gap between Service Delivery and Customer Expectations

White Paper – Malaysia: Contact Centre Offshoring Synergy. Bridging the Gap between Service Delivery and Customer Expectations The customer service industry is one of the oldest and most established industries worldwide. It is also one of the industries that have continually evolved over time; as technology improved, as customer expectations transformed and as competition increased. […]

fastjet appoints Mindpearl for Customer Service Support

fastjet, the low-cost pan-African airline, has appointed Mindpearl as its African contact centre for customer service support. Mindpearl will manage Swahili, Shona and English inbound and outbound calls as well as customer relations service and support for fastjet in the Tanzania, Zimbabwe, Zambia, South Africa and Kenya markets. fastjet flights available in these countries include […]

Kiwi.com, Online Travel Agency Selects Mindpearl for Call Centre Services

Kiwi.com, formerly known as Skypicker, is an online travel agency with ground-breaking Virtual Interlining technology and a focus on exceptional customer service. Kiwi.com grew from 2 founders in their basement to 750+ employees and 1500% growth in revenues in 2015. To support their exponential growth, they selected Mindpearl to handle several of their call centre […]

Reflections of a CEO – People can make or break your business

Reflections of a CEO – People can make or break your business. A TV station in Kuala Lumpur recently interviewed me at our official opening in Malaysia and the journalist asked me a very pertinent question. ‘The 9 skyscraper buildings in this Business Park are empty besides Mindpearl. The proprietor said it was the quickest […]

The Customer Service Experience you should create for today’s Airline Customer

The Customer Service Experience you should create for today’s Airline Customer. With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala Lumpur. Given Malaysia Airlines’ brand presence and prominence in global aviation, Mindpearl’s airline expertise and […]

Aviation Industry Case Study: Optimising Operations with an Innovative Approach

The client’s story We collaborate with a number of leading airline brands across the globe and this client is no different. They are renowned for their excellence in safety, security and provision of excellent customer service. The need Mindpearl developed its partnership with the client in 2013. The project has been driven by the airline implementing […]

Aviation Industry Case Study: Customised Solutions Sustain Partnerships

The client’s story This airline client operates to numerous destinations. This airline client is well known for the human connections built with customers and their focus on providing best in class service to travellers. The need The key project objectives were to migrate to Mindpearl’s telephony system to enable a virtual integrated system, with calls flowing […]

Mindpearl Commemorates Fiji’s Second Shortlisting as 2016’s Outsourcing Destination of the Year

Fiji has been shortlisted as the Outsourcing Destination of the Year in the Global Sourcing Association (GSA) Awards 2016. The finalists and winners were announced at the  official Awards Ceremony that took place in the 5-star Intercontinental, Park Lane, London on the 10 November 2016. Driven by demands in the outsourcing environment to offer a high quality and […]

Leading Contact Centre Outsourcer for the Airline Industry Opens Fifth Base in Malaysia

Kuala Lumpur Office Set To Be The Centre Of Customer Service Network in Asia Malaysia Airlines Awards Centre for Global Contact Support Mindpearl, a leading customer support provider to the aviation industry, opens its fifth base; in Malaysia establishing a reliable customer support solution in the Asian region. The office base in Shah Alam will […]

Mindpearl Awarded the Global Contact Centre Outsourcing Contract for Malaysia Airlines

Mindpearl has been awarded the global contact centre outsourcing contract for Malaysia Airlines, the national carrier of Malaysia.  This contract forms part of Malaysia Airlines’ restructure to facilitate sustainable profitability. Previously Malaysia Airlines operated its customer support centre from several locations, including their head office in Kuala Lumpur, Malaysia.  Under the new agreement, Mindpearl will […]

Mindpearl Proudly Commemorates Fiji’s Global Sourcing Association European Awards Shortlisting as the Outsourcing Destination of the Year 2016

Fiji was shortlisted as the Outsourcing Destination of the Year in the Global Sourcing Association’s (GSA) European Awards 2016. Driven by demands in the outsourcing environment to offer a high quality and low cost English language alternative to those established offshore locations such as India and the Philippines, Mindpearl broke with convention and opened an outsourced international […]

Mindpearl Celebrates Two Shortlists for the European BPO Contract of the Year in the 2016 GSA European Awards

The Global Sourcing Association (GSA) has announced their shortlist for the European awards. The Global Sourcing Association European Awards, previously known as European Outsourcing Association Awards. Mindpearl has been shortlisted for the European BPO Contract of the year for two successful contract wins, namely: Mindpearl and European Airline Mindpearl and Asian Airline William Pattison, Mindpearl’s […]

Struggling with the Midyear Blues? Let’s find your Inspiration.

Struggling with the Midyear Blues?  Let’s find your Inspiration. It’s early August, which means that we have soldiered through nearly seven months of the year. It is during this period when you might be wondering where your inspiration and motivation will come from for the remainder of the year. Generally, we refer to this as […]

Does Live Chat offer untapped potential for your Business?

Does Live Chat offer untapped potential for your Business? I am an advocate for Live Chat, through seeing how Live Chat has benefited our clients and their customers. In fact, we have had seen this customer communication channel gain more and more momentum in the last 2-3 years. So what does the data say? Firstly, […]