An eventful year
AS we entered 2022, Mindpearl, like many other organisations, was still dealing with the impacts of the COVID pandemic within our business operations. We had been operating a hybrid workfrom-the-office and work-fromhome model, driving staff transport requirements downwards and with the overall workload still at reduced levels.
We look back at the unforeseen challenges that COVID-19 forced on the world, however, have also taken the time to take stock of how Mindpearl Fiji has worked through these challenging times with the commitment of our valued staff and the support of our clients.
In December 2021, a new client, which started with a headcount of just 35 staff, grew exponentially with staff numbers increasing to almost 400 as of today. Services provided are delivered across multiple contact channels, including phone, email, and social media.
Mindpearl were furthermore fortunate to onboard a new Australian-based account in
February 2022. Similarly, this account started out as small, but have subsequently increased staff due to the success of this initial team.
Certain Mindpearl accounts handle calls in more than one language, of which certain language skills cannot be found in Fiji. In March and April of this year, Mindpearl Fiji welcomed our first intake of foreign linguists since COVID began. This was not without some tedious challenges to travel halfway across the globe based on different restrictions within each country.
One of Mindpearl’s differentiating factors is our flexibility and quick turnaround in ramping up the number of staff. Knowing our capabilities, a long-term client who experienced challenges with another global provider, requested our assistance. Through tremendous hard work and commitment, the training department worked around the clock for three months and tripled the number of staff to service this account. By the middle of this year, transport increased to seven buses to commute staff to and from work.
This October and November, Mindpearl added an additional two accounts to our portfolio. Although they have only recently been onboarded, both are running smoothly, and we are happy to advise that our clients are impressed. Currently, transport requirements are at eleven buses, and our current headcount has exceeded our pre-COVID headcount, of which we are both proud and thankful.
Work hard, play hard!
The saying “work hard, play hard” is certainly an important principle we embrace and strive to maintain across the business. Throughout the year, our office has enjoyed both celebrations and team-building.
The first quarter of the year featured our mini-volleyball tournament kicking off. Different accounts competed against each other, providing muchneeded fun and laughs.
At the end of quarter three, we enjoyed another sports day. Competitions were held for netball, 5-a-side soccer, and volleyball. It was a fierce competition on the USP sports grounds, with not even the rain placing a damper on this special day.
Due to restrictions in 2021, the recognition of Mindpearl long service anniversaries could not be marked as they should. In August, however, both five and 10year service anniversaries were rightly recognised and celebrated. In total, 162 staff members, most of which have grown their careers within Mindpearl were recognised for their phenomenal dedication and passion.
In early December, we hosted our first Mindpearl’s Got Talent competition. The staff did not disappoint and performed beautiful songs, dances, and poetry, entertaining an audience of 200 people.
Vude king Seru Serevi and queen Laisa Vulakoro, and Matereti Koro did not have the easy task of judging the competition. Mindpearl can confidently say that our staff talents reach far beyond that of a contact centre.
Gratitude
2022 has been an eventful year, to say the least. In addition to thanking Mindpearl trainers, agents, quality analysts and account managers, our gratitude for the HR department, facilities team and IT department cannot be forgotten.
Mindpearl Fiji looks forward to 2023, and equally so to the return of our Mindpearl Annual Excellence Awards. At this prestigious event, we will recognise and celebrate staff members across the business who have excelled in their performance and commitment.
About Mindpearl
Mindpearl offers businesses across the globe customised multichannel customer service and support. Our flexible outsourcing services are seamlessly channelled via our contact centres located in South Africa, Fiji, and Peru, offering over 25 spoken languages. Mindpearl is outsourcing made simple.
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