Contact Center Solutions Featured Article

Fiji Offers Strong Proposition for Contact Center Destination

January 20, 2009

With U.S. companies struggling to turn a profit in the midst of a recession, many are turning to alternatives to traditional operations. For some, this means outsourcing or offshoring certain parts of the business as some regions of the world can offer significantly lower cost of operation.

When organizations are seeking to move elements of their operations offshore, they often favor destinations with more supportive or cost-effective infrastructures. These third-world countries often have high unemployment rates and literacy levels, available or potential for development of infrastructure as well as a stable economic environment.
Contact centers have been an area of business that has been more prone to offshoring as parts of the world such as India and the Philippines have offered highly skilled and educated individuals who easily speak English and can deliver acceptable levels of customer service. Now, Fiji is emerging as a potential competitor in the global fight for call center dominance.

Fiji gained its independence in 1970 and since that time has maintained a high literacy rate of more than 93 percent. In addition, its historical links to Britain have resulted in an English-speaking nation. The country also offers an excellent telecommunication infrastructure, making it a new contact center hotspot.

Mindpearl Group is one organization that has already spent much time investigating the potential in Fiji. "Mindpearl has already undertaken extensive research and visits to Fiji, analyzed real estate availability, the labor market and met with local government departments and telecommunication providers," said Alan Graham, chief commercial officer for Mindpearl Group.

"Local government is keen to attract investment and job creation particularly in the Information and Communication Technology (ICT) sector. Fiji’s position in the world is a great benefit for a contact center business supporting English speaking and western-based consumers," added Graham.

Fiji also offers a highly educated workforce. In addition to its high literacy rate and English as the primary language, 80 percent of its population has gone through both primary and secondary education. Its high unemployment rate means there is a readily available and educated workforce at a competitive cost base.

The telecommunications structure in Fiji is a competitive factor as well. The country offers a well-developed infrastructure through the Southern Cross network, an underwater cable that runs through the Pacific linking New Zealand, Australia and the U.S. west coast.

As the economy continues on this rough path, U.S. companies will be more likely to investigate alternative methods for doing business that improve the bottom line. Fiji is shaping up to be a viable alternative to the domestic contact center, offering lower cost and improved operations.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart

Article comments powered by Disqus

Related Contact Center Solutions Articles

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015