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

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015