Tag:

MINDPEARL SOUTH AFRICA AWARDED BEST CONTACT CENTRE OUTSOURCER

Mindpearl South Africa – M&A Today Awards Mindpearl is honoured to be recognised as the Best Contact Centre in South Africa by the M&A Today annual awards. Mindpearl’s history dates back to 1999 when the company operated as a captive contact centre. Today, Mindpearl is an award-winning contact centre outsourcer wholly management owned and run. […]

Social Customer Care – Infographic

There is a clear indication as to where the volumes shifts are expected. Social customer care is fast becoming a preferred channel for interaction. If you’re in the travel or airline industry, adoption of Social customer care is a must

New Beginnings

When you look at the many Mindpearl activities in the past years, it’s evident that our company has become a true incubator for start-ups, small and big.

Mindpearl Fiji 9 years on – Second Homecoming

I recently returned to Mindpearl Fiji and our wonderful Suva team for a two week stint, after a 3 year absence. Sure, I had been back intermittently for brief 72 hour visits, but not a deep dive into the workings and machinations of what is proudly now a large and complex international contact centre business. […]

MINDPEARL ESSEN OPENING 1 NOVEMBER

Mindpearl, award winning international contact centre outsourcer, is expanding its global footprint with the opening of its newest contact centre in Essen, Germany. “We are delighted to announce that we will now be able to further service our clients from this new facility in Essen, Germany which strengthens our service provision from within Europe with […]

MINDPEARL FIJI NAMED BEST IN ECOMMERCE

Mindpearl, award winning international contact centre outsourcer, has been awarded Excellence in eCommerce at the Fiji Prime Minister’s annual International Business Awards 2017. The Excellence in eCommerce Award recognises an enterprise that successfully utilizes digital media to market products and services globally. The award further celebrates the innovative use of e-commerce channels that distinctively positions […]

Quality of a Team Leader

An efficient leader is some one who : Creates an inspiring vision of the future. Motivates and inspires people to engage with that vision. Manages delivery of the vision. Kuna Sundary from our Head of HR in our Malaysia office talks to us about the qualities of a good team leader.

UK CUSTOMER EXPERIENCE AWARDS 2017 FINALISTS SHORTLIST

Mindpearl shortlisted for 5 awards at this years Customer Experience Awards

Recruiting the right people

Employers will want nothing more than to recruit the right employee who will blend in easily, and start creating impact as soon as they are settled in.

Informative Business Luncheon to be held in Sydney, this August.

Join us at a complimentary lunch to hear from travel experts how some of the world’s leading travel brands manage their customer service and exchange ideas with your industry peers

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 […]

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, […]

Harmoney CEO Explains Why He Decided to Offshore to Mindpearl Fiji

Thinking of outsourcing? Mindpearl is the simple choice for all your outsourcing needs, but don’t take our word for it. Hear what our clients have to say. Introducing Brad Hagstom, joint CEO of peer-to-peer lending platform Harmoney delivers a keynote on the reasons he decided to move his offshore operations to Mindpearl’s centre in Fiji.   […]

Mindpearl Expands Multilingual Service Offering to Fiji

Mindpearl, award winning international contact centre outsourcer, who specialises in inbound multilingual customer support, announced that they have extended their multilingual service offering to Fiji. William Pattison, Mindpearl’s Chief Executive Officer made this statement today, ‘In the past we promoted Fiji as a unilingual centre, focused on high quality English language support.  With more than […]

Mindpearl proudly sponsored the Business News Breakfast Event in Brisbane

Mindpearl, award winning international contact centre outsourcer, was a proud sponsor of the Business News Breakfast event in Brisbane with Jamie Pherous, founder and managing director of Corporate Travel Management (ASX: CTD) on Wednesday 8 June 2016. Jamie founded ASX: CTD in 1994. Ever since, the company has been on the up, taking flight from […]

Mindpearl Named Best Global Multichannel Customer Support Centre

Mindpearl, award winning international contact centre outsourcer, has been named as a winner in Acquisition International Magazine’s annual Business Excellence Awards for Best Global Multichannel Customer Support Group. Acquisition International prides itself on the validity of its awards and winners. The awards are given solely on merit and are awarded to commend those most deserving […]

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

On the 25th May 2016, Mindpearl, in partnership with Matchboard, will be hosting a boardroom lunch event in Melbourne, Australia. The event is aimed at revealing exactly why more and more Australian, New Zealand and global brands are outsourcing to Fiji – EOA’s Offshoring Destination of the Year 2014. Attendees will discover the facts about Fiji’s friendly native English-speaking […]

My Top Five Contact Centre Predictions for 2016

My Top Five Contact Centre Predictions for 2016 As the second quarter of 2016 begins we find ourselves very busy planning for the rest of 2016. In 2015, the contact centre industry experienced a number of shifts and changes, and this quarter has proved to be no different. Dimension Data’s Global Contact Centre Benchmarking Summary […]

The Benefits of Business Continuity Planning (BCP)

The Benefits of Business Continuity Planning (BCP) For larger companies, the contact centre is a critical business system. The U.S Small Business Administration in Washington DC reports (source) approximately 25 percent of businesses that are affected by disaster fail to reopen. The implications of an unplanned and unprepared for event can be devastating for any […]

Funds Raised to Support Those Affected by Cyclone Winston

Tropical Cyclone Winston tore across the Fiji Islands on the 20 February 2016 causing extensive damage. The cyclone was recorded as the most powerful to affect the Southern Hemisphere, with wind gusts of up to 325km/h. Nearly 25,000 homes were damaged or destroyed and approximately 40 percent of Fiji’s population—were significantly impacted. In the midst […]

Mindpearl Fiji awarded Santa Fe Wridgways Contact Centre Outsourcing Contract

Mindpearl Fiji, a leading global BPO continues to boost its client portfolio by obtaining the contact centre outsourcing contract for Santa Fe Wridgways. Santa Fe Wridgways is a removal’s and relocation services company based in Australia. This award winning organisation was founded in 1892 and specialises in household and commercial furniture removals, employee relocations, immigrations […]

Mindpearl Fiji Hosts Delegation Led by Australia’s Deputy High Commissioner to Fiji

Mindpearl, award winning international contact centre outsourcer, recently hosted a delegation led by Australia’s Deputy High Commissioner to Fiji, Karinda D’Aloisio at their facilities in Suva, Fiji. Mindpearl was the first international outsourcer in Suva, Fiji when they opened in 2009. Today, Mindpearl supports 14 International clients across numerous industry verticals from this location. The […]

Mindpearl Cape Town Support Broad-Based Black Economic Empowerment

Broad-Based Black Economic Empowerment or B-BBEE is a form of Economic Empowerment, put into place by the South African government to eradicate Narrow Based Empowerment. (Narrow Based Empowerment or Black Economic Empowerment targeted only a very small group of previously disadvantaged individuals) This was instituted in South Africa in 2003 – 2004. The aim of […]

Mindpearl Fiji awarded Aizer Group’s Contact Centre Outsourcing Contract

Mindpearl Fiji has been awarded the contact centre outsourcing contract for Aizer Group, a unique company based in Australia. Aizer Group not only offers multiple specialist trades to their clients, they also offer all in one, tailor made solutions for the facility and commercial property management industries. Their speciality areas include, electrical; air conditioning; plumbing; […]

Do Long Service Awards still have value?

Do Long Service Awards still have value? The employment market has changed drastically over the last decade. Gone are the days when employees stay with one company for their entire career and that is especially true for millennials. As the largest generation in the workforce today, millennials have embodied the term ‘job hopper’. The general […]

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

Simple actions that will increase your First Call Resolution with drastic results First call resolution is an essential metric for any contact centre for two very simple reasons. Firstly it drives customer satisfaction and secondly, it reduces operating costs. In todays, challenging economic and competitive environment, customer retention is as important as attracting new customers. […]

Mindpearl proudly supports the Fijian National Men’s Hockey team

Hockey is one of the oldest team sports played in Fiji today, so it was a proud moment for Mindpearl when two of their employees, Alsace Smith and Richard Eyre were selected to be part of the Fijian National Hockey team. The National team took part in the 2015 Oceania Cup in New Zealand, playing […]

Boardroom Business Luncheon to be held in Sydney this November

Informative Business Luncheon to be held in Sydney, this November. Mindpearl in Partnership with Matchboard are proud to host an interactive and informative business luncheon in Sydney on the 19th of November. More and more Australian and Global brands are outsourcing to Fiji. The island of Fiji has a dynamic, friendly native English speaking workforce, […]

Mindpearl Fiji Virtual Tour

Mindpearl Fiji Virtual Tour Welcome to Mindpearl Fiji’s Virtual Tour.  Fiji is known to many as the Heart of the South Pacific. Join us on this virtual tour and experience it for yourself.  

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

Responsibility = Sustainability! To achieve this, we need to think Globally by acting Locally With social media vastly increasing global awareness when it comes to social responsibility, there is a greater need for individuals and organisations to get involved and to be accountable. Corporate Social Responsibility (CSR) is a term that is now widely recognised […]

Mindpearl excited to present at the 2015 Customer Contact Centre Expo

Mindpearl presents at the 2015 Customer Contact Centre Expo Mindpearl was excited and honoured to present at this year’s Customer Contact Centre Expo which was held in the heart of London, at the National Hall in Olympia. The expo, which occurs annually, is a two day event with more than 5000 attendees. Mindpearl’s Training Manager, Preayant Kumar presented a […]

SA House LPO Business Breakfast 6 October 2015 in London

Mindpearl in conjunction with South Africa’s department of Trade and Industry and RL Daly, invite you to a business breakfast with the South African delegation Are you affected by the Jackson Reforms and Fixed Costs? Do you need to change your legal procurement processes or increase your Law Firm’s profitability? Law firms in the UK […]

The Rise of Legal Services Outsourcing – Thought Leadership Series

The Rise of Legal Services Outsourcing LPO Thought Leadership Series In this series we will focus on outsourcing as a strategy to overcome the challenges faced by Legal Professionals today. Change is the law of life. Those who look only to the past or present are certain to miss the future. John F. Kennedy What […]

Mindpearl and Siljeur Leadership Development Trust making an impact in South Africa

Mindpearl and Siljeur Leadership Development Trust making an impact in South Africa Mindpearl recently partnered with the Siljeur Leadership Development Trust (SLDT) to support “Give a Warm Blanket Campaign” in celebration of Women’s Day. Due to the amazing generosity of the staff, Mindpearl were able to hand over all the wonderful donations received to the […]

Mindpearl shortlisted for Customer Service Training Network Awards 2015

Mindpearl shortlisted for Customer Service Training Network Awards 2015 Mindpearl, an award winning international contact centre outsourcer is honoured to be shortlisted as a finalist in a number of categories at the 2015 Customer Service Training Network (CSTN) Awards. Mindpearl specialises in the provision of exceptional global, multilingual contact centres in sectors including the aviation, […]

Whitepaper – Thinking about outsourcing your call centre? Find out why Mindpearl chose Fiji for our state of the art international call centre

White Paper – Thinking about outsourcing your call centre? Find out why Mindpearl chose Fiji for our state of the art international call centre With increased negative publicity around overall customer experience in low cost outsourcing locations, Fiji offered Mindpearl an alternative which ensures competitive rates, without compromising on quality and damaging our brand. Why […]

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

Mindpearl partners with Siyaya Skills Institute to educate and develop disabled learners in South Africa Mindpearl and Siyaya Skills Institute, a local professionally-accredited Training Provider, recently embarked on an exciting new partnership to provide learning opportunities to the previously disadvantaged and disabled in and around Cape Town, South Africa. With the unemployment rate in South […]

We are Hiring – Join our Multilingual Workforce

We are Hiring – Join our Multilingual Workforce We are looking for German, Swiss German, French, French – Arabic, Italian, Spanish, Brazilian Portuguese, Dutch and Greek speakers, with verbal and written proficiency to join our rapidly growing family. We Offer: Short and long term assignments Full time and part time work opportunities Favourable work hours Visa and accommodation assistance […]

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

Multilingual Service – Are you missing an opportunity to improve customer satisfaction? I am always baffled when I call a contact centre whose language service is English only. Just as organisations cannot expect customers to tolerate single-channels, nor can they expect customers to be English-speaking-only either. Asking a caller, “Do you speak English?” or requesting […]

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

The power of the Agent – The key to transforming your Customer Contact Centre In the last 2 years we have seen a shift in the contact centre industry. As customer experience has become a more central focus, the correlation to employee satisfaction and retention has also become clearer. More and more companies are realising […]

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

Mindpearl Fiji named as a winner at the 2015 Business Excellence Awards – Award for Best Flexible Outsourcing Service Mindpearl, award winning international contact centre outsourcer, has been named as the winner in Acquisition International Magazine’s annual Business Excellence Awards for Best Flexible Outsourcing Service in Fiji. The prestigious 2015 Business Excellence Awards honours those professionals who […]

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

Mindpearl South Africa named as a winner at the 2015 Business Excellence Awards – Award for Excellence in Customer Service Mindpearl, award winning international contact centre outsourcer, has been named as the winner in Acquisition International Magazine’s annual Business Excellence Awards for Excellence in Customer Service in South Africa. The prestigious 2015 Business Excellence Awards, honours […]

Mindpearl Fiji hosts technology and workplace skills training for student leaders

Suva, Fiji, May 2015 Mindpearl recently hosted an impressive group of 25 Office Technology students from Suva Grammar School. The Office Technology syllabus includes elements of Information Technology (IT), Business Administration as well as Enterprise values and attributes. As a leader in their field with award winning systems, Mindpearl was honoured to help these young […]

What Impact is Social Media Usage During Office Hours Having On Your Business?

What is your business doing about it?

Mindpearl’s Fiji Contact Centre operation has over 650 staff today and employee engagement is very high in our order of priorities. We firmly believe motivated and engaged people are more productive people and social media is very much a part of everyday life these days.

Mindpearl igniting hope for under priviledged children in Fiji

Suva, Fiji, April 2015 Mindpearl in partnership with the Fiji Rucksack Club and MD Kumar Transport funded an outing for under privileged children from the Happy Home Trust. A number of volunteers joined the children, including a number of Mindpearl staff. The day consisted of a 3 km hike inland to a picturesque Fijian village, […]

Mindpearl shortlisted in three categories in the 2015 NOA Professional Awards

UK, April 2015 The National Outsourcing Association in the UK announced the shortlists for its 2015 Professional Awards this week. You can find the full press release here. Mindpearl is included in three prestigious categories, namely: Award for Excellence in Outsourced Customer Service Best Offshore Team Skills Development Programme of the Year – Mindpearl Leadership […]

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

Severe Tropical Cyclone Pam hit Vanuatu late on March 13, packing wind gusts of up to 320 kilometers (200 miles) an hour, causing widespread damage in the archipelago nation in the South Pacific Ocean. Vanuatu’s President Baldwin Lonsdale called the storm a ‘monster’ that killed dozens, destroyed 90 percent of the buildings in the capital […]

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

Mindpearl, award winning international contact centre outsourcer, is giving back to the community with a donation of R50 000 to the Volunteer Wildlife Services (VWS).  VWS have been instrumental in ending the devastating fires in Cape Town this March.  The Cape fires caused mass destruction to hectares of vegetation and residential homesin Cape Town’s beautiful […]

Mindpearl nominated for the 2015 Women in Business Awards in Fiji

Mindpearl, award winning international contact centre outsourcer, recently attended the Women in Business (WIB) awards in Fiji held in March 2015. This premier event is a notable part of Fiji’s business calendar.  Fiji currently does not have adequate representation of women in business and commerce; these awards bring awareness to this cause and celebrate the […]

September 2014 Design Conference in Melbourne

Kevin Finn, from The Sum Of, who was half of the creative design dream team that took on the task of Rebranding Mindpearl and did so successfully and phenomenally, spoke at a September 2014 Design Conference in Melbourne. At the 2014 Sex, Drugs & Helvetica conference in Melbourne, Kevin Finn gave a wonderfully inspiring talk […]

Mindpearl in conjunction with South Africa’s Department of Trade and Industry held a Business Breakfast event at SA House in London on 19th February

Mindpearl in conjunction with South Africa’s Department of Trade and Industry held a Business Breakfast event at SA House in London on 19th February. The topic of the event was South Africa’s value as a BPO Offshoring Destination. His Excellency Mr Obed Mlaba, The High Commissioner, welcomed all to the event. Industry expert and thought leader, […]

Mindpearl shortlisted for Prestigious Business Excellence Awards 2015

Global, March 2015 Mindpearl, award winning international contact centre outsourcer, has been shortlisted for Acquisition International Magazine’s annual Business Excellence Awards 2015. Mindpearl specialises in exceptional global, multilingual contact centres for the aviation, leisure, telecommunications, retail and weight management industries. Mindpearl has expressed that the success of their business is based on their unique staff […]

Where is the Customer Contact Centre going in 2015?

Where is the Customer Contact Centre going in 2015? In an increasingly competitive world just meeting customers’ expectations is no longer going to cut it. 2015 can be a great year for the customer contact centre, for companies that exceed customer expectation. It’s time for companies to rethink their servicing strategies, by putting more focus […]

Fiji – Strategic location for customer centric contact centres

As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre and back office outsourcing work. The Fiji Islands has managed to build on its position as a strategic location for customer centric contact centre operations, attracting both foreign and domestic investment to promote the […]

The Impact of Leadership Training and Development on Frontline Staff and Customers

The Impact of Leadership Training and Development on Front Line Staff and Customers We have learnt from first-hand experience the impact leadership training can have on, not only front line staff, but the overall customer experience. This is a business concern we recently addressed within our own company and the results have been staggering. I’d […]

Your invitation to the SA House Business Breakfast 19th February 2015

Mindpearl in conjunction with South Africa’s department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation Are you interested to find out about how to digitally engage with your customers? How has digital communication changed the contact centre industry? What does South Africa have to offer as […]

A greater focus on the people to achieve maximum value from outsourcing

William Pattison speaks about a greater focus on the people to achieve maximum value from outsourcing Outsourcing is largely a people industry. Our people are the livelihood of our business and their satisfaction is central to the success of our company.  I believe they are also central to the success of the outsourcing industry as […]

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 […]

Mindpearl 2014 Excellence Awards

The Mindpearl 2014 Excellence Awards took place in Cape Town on Friday night. It was an awesome evening, the weather was gorgeous, the venue overlooked the ocean, there were delicious snacks and drinks, but most importantly, the unbelievable talent, hard work, passion and dedication of the finalists and winners of the Mindpearl 2014 Excellence Awards […]

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

The results are in for the most influential and respected people in the call centre outsourcing industry awards – our CCO, Alan Graham, came in third! Congratulations For the full article and published list click here Alan stated, ‘This is an immense honour that completely took me by surprise. I would like to thank everyone […]

SAVE THE DATE! Up and coming events in Australia and the UK

Mindpearl in conjunction with South Africa’s Department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation. Join us at one of the up and coming Business Breakfast events in Australia and the UK to find out more about South Africa’s value proposition as an Offshoring destination. […]

Mindpearl expands outsourcing relationship with Brussels Airlines to Fiji

Suva, Fiji, September 2014 Mindpearl has expanded their outsourcing contract with Brussels Airlines to Suva, Fiji. ‘Our relationship with Brussels Airlines has been a valued asset to our business and a brand we are immensely proud to be associated with, we look forward to continuing our longstanding partnership.’ says William Pattison, Chief Executive Officer, Mindpearl. […]

Mindpearl – Adds more award accolades to their name – 2014 NOA Awards shortlist announcement

Cape Town, South Africa, September 2014 Mindpearl, an international, award winning, multilingual contact centre, has once again been shortlisted for a number of industry awards for outsourcing excellence and best practice. Mindpearl is shortlisted in two categories in the 2014 National Outsourcing Association (NOA) Awards: – Outsourcing Contact Centre Provider of the Year – Mindpearl […]

Fiji – Shortlisted as NOA Offshoring destination of the year following European Offshoring destination of the year win earlier this year

Fiji has been shortlisted for the National Outsourcing Association (NOA) Awards 2014 as Offshoring Destination of the Year. This follows Fiji winning Offshoring Destination of the Year at the 2014 European Outsourcing Association (EOA) Awards in July 2014, which recognised Fiji’s presence as a leading BPO destination. ‘2009, after a lengthy due diligence period I […]

Feature article from the Fiji Times about Mindpearl’s Rebrand

Feature article from the Fiji Times about Mindpearl’s Rebrand Mindpearl was rebranded last month, 15 years after the organisation was launched….. Mindpearl started in 1999 as a contact centre where the lifeblood and entire basis of the offering was to provide a seamless 24/7 customer support in multiple languages to the customers and passengers of […]

Mindpearl and Telstra business video case study

Mindpearl and Telstra business video case study Telstra and Mindpearl have collaborated together to take part in a Business Video Case Study. See these videos here.

Article from the Fiji Times: ”Mindpearl Organises Mini Pageant”

Article from the Fiji Times: ”Mindpearl Organises Mini Pageant” While the rest of Fiji was celebrating the Hibiscus Festival this week, a call centre organised a mini pageant at its head office in Valelevu, Nasinu. Mindpearl Fiji celebrated the festivity in a different way by having their contestants represent different categories and vying for the […]

Article from Contact Centre World about Mindpearl’s Global Rebrand, ”Mindpearl Fiji Rebrands its image”

Article from Contact Centre World about Mindpearl’s Global Rebrand,  ”Mindpearl Fiji Rebrands its image” Great article that appeared on Contact Centre World about Mindpearl’s Global Rebrand. Global provider of Call Center Services was rebranded in Suva. With its tag line ”Our People, Your Brand”, Mindpearl Fiji rebranded its image. Click here to read the full article.

Article from the Fiji Sun, ”Mindpearl Fiji Rebranding”

Feature article from the Fiji Sun, ”Mindpearl Fiji Rebranding”   Article that appeared in the Fiji Sun about Mindpearl’s Global Rebrand. Mindpearl is continuing growth not just in Fiji but globally. On Wednesday night, the global process outsourcing operations, unveiled its new look in a bid to better reflect its business, people and organisations it represents. […]

Article from the Fiji Sun News, ”Mindpearl places Fiji as Europe’s Outsource Choice”

Article from the Fiji Sun News, ”Mindpearl places Fiji as Europe’s Outsource Choice” Great article that appeared in the Fiji Sun News about Fiji’s Win as European Off-shoring Destination of the Year for 2014. Mindpearl Fiji started in 2009 with only 30 staff. Today, the 24-hour operations, with its headquarters in South Africa, boasts 530 […]

Mindpearl’s New Brand Identity Revealed!

Mindpearl’s New Brand Identity Revealed! It is with great pleasure and excitement that we reveal our new Brand Identity to you. Mindpearl’s new brand identity signals a milestone in Mindpearl’s distinguished 15 year history, because it is more than a logo – it is an expression of our culture and our approach to business. Click here for more. […]

Mindpearl does it again! Awards for Outsourcing Excellence and Innovation

Mindpearl does it again! Awards for Outsourcing Excellence and Innovation William Pattison, winner of the prestigious NOA People Choice Award in 2013 and the CEO of Mindpearl has won the European Outsourcing Professional of the Year award. This award recognises individual’s for their ability to deliver both initial and ongoing business value to clients, incorporating […]

Fiji wins Offshoring Destination of the Year 2014

Fiji wins Offshoring Destination of the Year 2014 Fiji has won the 2014 European Outsourcing Association (EOA) Awards Off-shoring Destination of the Year award following in the footsteps of previous winners South Africa and Morocco. The annual awards ceremony, hosted in London, acknowledges destinations and operators that have excelled in servicing the UK and European […]

Mindpearl does it again! – Awards for Outsourcing Excellence and Innovation

MINDPEARL DOES IT AGAIN! – AWARDS FOR OUTSOURCING EXCELLENCE AND INNOVATION EU, July 2014 William Pattison, winner of the prestigious NOA People Choice Award in 2013 and the CEO of Mindpearl has won the European Outsourcing Professional of the Year award. This award recognises individual’s for their ability to deliver both initial and ongoing business […]

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

Mindpearl Fiji commence outsourcing relationship with an international shipping and express courier company in Australia Mindpearl has been awarded a contact centre outsourcing contract for an international shipping and express courier company with established operations in Australia. A dedicated team went live on the 6 May 2014 providing inbound and outbound duty collections customer service […]

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

Mark Mahoney suggests 10 top tips to improve customer experience process improvement Great customer experience doesn’t just happen: it is designed. There is no ‘one size’ fits all customer experience design that you can adopt. What is right for one brand might not be right for another. That is why we believe in offering our clients […]

South Africa shortlisted for European Off-shoring Destination of the Year Award

South Africa shortlisted for European Off-shoring Destination of the Year Award – 20 May 2014   South Africa has been shortlisted for the 2014 European Outsourcing Association (EOA) Offshoring Destination of the Year Award. Winners will be announced at the awards ceremony in London on 10 July. South Africa, the current EOA Offshoring Destination of […]

My top tips for good outsourcing contracts – How do you avoid the pitfalls?

My top tips for good outsourcing contracts – How do you avoid the pitfalls? By Karin Dale Deciding to outsource your contact centre is a key strategic choice which will affect your organisation in the medium and long term. Many pitfalls can be avoided with the right outsourcing contract. Whether you are putting a contract […]

Mindpearl’s CEO – William Pattison – Shortlisted for European Outsourcing Award

Mindpearl’s CEO – William Pattison – Shortlisted for European Outsourcing Award William Pattison, winner of the prestigious NOA People Choice Award in 2013 and the CEO of Mindpearl has won the European Outsourcing Professional of the Year award. This award recognises individual’s for their ability to deliver both initial and ongoing business value to clients, […]

Press Release: Fiji shortlisted as Offshoring Destination of the Year two years running

Press Release: Fiji shortlisted as Offshoring Destination of the Year two years running – 24 April 2014 Fiji has been shortlisted for the European Outsourcing Association (EOA) Awards 2014 as Offshoring Destination of the Year. This follows Fiji’s shortlisting for the National Outsourcing Association (NOA) Awards in 2013 for the same category. Often referred to as the Contact […]

Workforce optimisation: Get the most out of your workforce, without working them to death

William Pattison, CEO of Mindpearl explains how a follow-the-sun philosophy has helped to maximise workforce optimisation. “I made a conscious decision to put people above all things, and it paid off commercially as well.” I believe to be successful at achieving maximum value from outsourcing, we need to invest in retaining key skills within the […]

Keeping things personal vs saving costs – can mobile customer service be the answer?

Can mobile customer service change the face of the contact centre industry? Every company is looking for ways to be efficient. From Human Resources to Production, no department is immune. This is also true for customer service. For decades customer service was seen as an expense. Today, most executives agree, that customer service is a […]

Social customer service can move your contact centre to the next level, if you do it right

Did You Know that Over a Third of Customers who Interact with a Brand Online Do So to Complain and One in Three Social Media Users Prefer Social Customer Care Over Voice Support? Clearly, social customer care offers companies an opportunity to improve customer service, change the perception of the call centre industry and reduce […]

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition I always get asked, ‘Why Fiji as an outsourcing destination?’ There are a number of attributes that can sum up the attractiveness of Fiji as a BPO delivery location for English language, but the simple answer is brand protection. Emerging outsourcing destination: Why Fiji? We started […]

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business When outsourcing first became popular, outsourcing was purely a cost saving mechanism. The mobile revolution has created a 21st century customer who demands more. In recent years, companies are thinking about the long term […]

The million dollar question: ‘Is outsourcing right for you?’ or 11 benefits of outsourcing

  Do you want to increase efficiency, improve service, increase sales/revenues, and reduce cost? Plus 7 more benefits of outsourcing In the past companies have primarily looked outside their own organisations for outsourcing requirements to save costs. But it is very important to consider many other factors before going down the outsourcing path and to […]

Our people, Your brand