Tag: Outsource

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 […]

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.

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 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 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 […]

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 […]

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. […]

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 […]

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 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 […]

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 […]

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 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. […]

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 […]

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 […]

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 […]

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.

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 […]

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 […]

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. […]

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 […]

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 […]

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 […]

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 […]

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 […]

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