What is Omnichannel Customer service? Businesses and more specifically a business housing call or contact centres, manage customer communication daily. The platforms through which communication is channelled has changed immensely since the days of having only the options of voice... Read more
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
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.
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... Read more
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... Read more
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,... Read more
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... Read more
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... Read more
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... Read more
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... Read more
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.