Sun INTERVIEW
suva
Fiji indeed has a lot of potential as a call centre given our neutral accent and a significant portion of well educated population. Mindpearl Fiji’s growth and the recent 2014 European Outsourcing Association Offshoring Destination of the Year award, is a testimony to this potential.
Mindpearl Fiji, a global outsourcing contact centre started in 2009 with only 30 staff and is based in the Kalabu Tax Free Zone in Nasinu. Today, the 24-hour operations, with its headquarters in South Africa, boasts 530 Fiji staff working a nine-hour shifts looking after 14 of the company’s global partners.
General Manager, Mark Mahoney, moved to Fiji with his wife and three children five years ago to open this Suva contact centre as a start-up operation.
Five years on, Mr Mahoney said they are always looking to grow the business creating more opportunities.
“Exposure, such as that generated by our recent success in the European Outsourcing Association Awards certainly helps us raise the profile of Fiji in this arena as awareness is presently our biggest challenge,” he said.
Mr Mahoney said some of the benefits of operating out of Fiji was an excellent, highly-capable work force, with a wonderful customer service ethic and who truly enjoy interacting with overseas customers and representing prestigious global brands.
Mindpearl Fiji’s clientele goes from our local airline (Fiji Airways) to international airlines such as Swiss and American Airlines.
For both of these world renowned airlines, Mindpearl services major markets such as UK, Europe, Asia Pacific and Canada from their Suva contact centre.
“When you are representing some of the world’s largest airlines servicing 90-plus destinations, then no two customer interactions are ever alike. This is what keeps it very interesting,” Mr Mahoney said.