This client is a leading, global-branded consumer company and one of the world’s leading providers of weight management services, operating through a network of company-owned and franchise operations across the world. They are one of the most recognized and trusted brand names among weight-conscious consumers.
The key project objective was to implement a standard Quality Process for all call and email quality evaluations across all locations in its European markets. The drivers included: inconsistent quality evaluations across markets and quality concerns for specific markets.
The challenges faced included aligning best practice across 3 locations in different time zones and streamlining cultural differences in approach and preference across each EU market serviced. This level of standardisation across sites and the number of markets involved had never been attempted before.
Our approach included strategy and goal alignment and a partnering approach throughout all phases of the relationship. Although there was a standardised quality process implemented, cultural and market differences had to be taken into consideration along the way, therefore all changes and issues were approached collaboratively.
A dedicated project team representing Mindpearl and the client ensured partnership and a change management process. Mindpearl’s corporate and relationship governance included; strategy alignment; defined policies and procedures and project management. Group teamwork sessions were held, followed by individual sessions with each market to agree key metrics and market differentiation.
This is an innovative partnership solution that has not been attempted before and is very successful. Improvements ensured that training was more focused and in line with market expectations, which resulted in a 20% reduction in training time. Member retention also improved, as a result of the increase in quality and strict adherence to policies and procedures
What the client had to say: “Mindpearl is an integral part of our organisation. The collaborative approach to achieving our overarching goal of delivering the best customer service possible is powerful.“
Rolling sand dunes as far as the eye can see, one of the largest concentration of bushmen rock art, diverse cultures, and luxury game reserves! Namibia certainly offers the avid traveler a range of activities and adventure.
During the Covid pandemic Mindpearl officially launched a Work from Home (WFH) model in Namibia which, through growing client demand has provided the opportunity for German linguists to join the Mindpearl team, whilst Mindpearl maintain a competitive market edge through ensuring our quality of linguists are maintained.
Why Namibia?
Culture and Language
Historical events have led to a strong presence of German culture and language in Namibia today. Certain educational institutions provide schooling in German only, while others offer it as a second language, providing all communities with the opportunity to learn a European language, which may provide for broader job prospects. Mindpearl is leveraging this pool of fluent German linguists.
Exchange Rate
Namibia is on the border of South Africa, and with the strong ties between the two countries, pegging of the NAD to the ZAR helps maintain stability in the Namibian economy by reducing exchange rate fluctuations and facilitating trade and investment.
Infrastructure and Work from Home model
The Covid 19 pandemic changed the way in which many businesses operate, with the WFH model being utilised across the globe in many industries. Although operations have normalised, Mindpearl are strategically utilising the WFH model in Namibia, which has a developed telecommunication infrastructure and ensures our Namibian Mindpearl colleagues have everything they need to continue effective service delivery.
Since inception of the WFH model across Mindpearl locations, productivity levels for WFH have proved at minimum to be as successful as our onsite models. As part of the employee learning journey, Mindpearl incorporated a WFH training module, with strong emphasis on self-management and accountability, ensuring understanding that performance management is addressed consistently whether you WFH or onsite. Regular performance feedback and coaching, team check-ins and meetings with line managers guarantee a supportive environment and maintain qualitative outcomes.
Mindpearl Lima opened its doors in July 2019 to strengthen our service provision from within the Latin American markets with a highly-skilled workforce of native level Spanish and Portuguese linguists. Mindpearl Lima commenced with an initial staff complement of 20 and have expanded to over 50 employees.
Lima offers Spanish and Portuguese skills in abundance and further reinforces the 25+ language offering within the Mindpearl network.
Building on the success of Mindpearl’s existing locations, Mindpearl is confident in replicating this success in South America. Mindpearl remain committed to providing clients with best in class service whilst pushing the boundaries of convention to deliver the ultimate brand experience.
A welcoming working environment, competitive salaries and employee development opportunities remain some of Mindpearl’s compelling selling propositions.
A pioneering move by William Pattison, our CEO, saw one of the first international call centre in Suva, Fiji Islands open in 2009. This BPO location offers a high quality and cost efficient English language alternative to offshore locations such as India and the Philippines. Fiji also boasts a rich expat community, which adds to its value proposition as Fijian, Hindi, Spanish, French, Italian, Dutch, German, Swiss German, Portuguese and Tamil to name a few, is offered in Fiji. Today, Mindpearl Suva houses numerous International clients across numerous industry verticals. Fiji also won the Offshoring Destination of the Year 2014 by the European Outsourcing Association (EOA) and has been a finalist in both the EOA and NOA UK awards in 2015 and 2016.
In 2017 Mindpearl was awarded Excellence in eCommerce at the Fiji Prime Minister’s annual International Business Awards.
Cape Town has a skilled workforce with excellent language skills. Cape Town offers Mindpearl access to English speakers and a broad range of European language resources. Cape Town is a modern city with an advanced technology and telephony infrastructure that is robust and resilient. South Africa has won both the National and European Outsourcing Association Offshoring Destination of the Year awards for 2012 and 2013 respectively. South Africa also won the Global Sourcing Association Offshoring Destination of the Year award in 2016. The Global Sourcing Association was previously known as The National Outsourcing Association.