Case Studies

Telecommunications Industry Case Study: Offshore Team Migration

The client’s story

The client is one of Europe’s fastest growing mobile companies operating in eight countries. The client has a revolutionary customer service methodology and culture, which has seen them awarded numerous industry accolades for customer service excellence.

The need

Mindpearl Fiji were already providing English voice and non-voice language services for this client’s Australian market and were doing so successfully since 2012. Due to increasing labour market costs in the UK, high staff turnover and lack of office space capacity, the client was eager to transfer some French, English and Arabic voice and non-voice operations for European markets to a contact centre that would be able to provide the language skills and unique culture that their brand requires.

This language requirement was the business case for a second location, namely, Mindpearl Cape Town. Having exceeded the client’s expectations by producing outstanding results for two years, the client was confident in our ability to duplicate the successful operation we had built in Fiji. The challenges faced included an aggressive timeline of 3 months and duplication of the client’s unique customer service model in a second location.

Our solution

The client had the benefit of the same Project Manager within Mindpearl who had migrated their Australian market to our Fiji operations in 2012, bringing key foresight and expertise to this project. He led the project team with representatives from our Fiji and Cape Town offices ensuring the successful migration from strategic planning, design, solution development, transition throughgo live and to monitoring. Weekly calls with the whole project team and key stakeholders in Fiji and Cape Town were held to ensure open communication and a consistent approach was followed in both locations.

Utilising internal expertise and learning outcomes from the previous migration the team also consulted the client on risks associated with local and international 3rd party suppliers, effectively mitigating numerous risks. In addition, the team recommended adaptations to the original recruitment strategy due to cultural difference in this location and built a superior BCP solution for this client.These consultancy services and our BCP solution were proved at no additional cost.

Happy Conclusion

On the 2nd June 2014, the team seamlessly transferred the French, English and Arabic workload to Mindpearl Cape Town. Mindpearl has exceeded all expectations by consistently exceeding NPS targets and achieving utilisation targets from the start. In addition, the client experienced a 35% cost saving and increased their strategic BCP resilience. Expert knowledge gathered from the initial client migration in 2012, ensured a smoother migration and less inexperience time. Best practice and global standards were effortlessly transferred and shared between Cape Town and Fiji. Input and recommendations from Mindpearl’s team mitigated risk; ensured timelines were met and enabled operational excellence from the onset.

What the Chief Commercial Officer at Mindpearl had to say:
‘’The input and recommendations from this Migration Team proved to be a tremendous value add to this project. We are extremely proud of our people on a job well done.’ says Alan Graham, Chief Commercial Officer, Mindpearl