BPO in South Africa: How it all started
Date: 21 November 2013
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
The beginning
Aim
• Hired by a large German Airline to consolidate 200 locations into 7 or 8 contact centres around the globe
Primary focus
• Market Germany
1997
• Frankfurt
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Evaluated 7 locations
‘Old’ East Germany
Eastern Europe
Ireland
Argentina
Namibia
Melbourne, Australia
South Africa
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
The Pro’s & Con’s
Pro’s•Great incentives
•Politically Correct
Con’s•None
Berlin
Pro’s•Possible
Con’s•Salaries would rise when they entered the EU
Eastern Europe
Pro’s•Possible
Con’s•Salaries already on the rise due to Celtric Tiger Economy
Ireland
Pro’s•Large German Population
Con’s•No deregulation of Telecommunication
Pro’s•Large German Population
Con’s•No deregulation of Telecommunication
Pro’s•Large German Population
•Could cover EU nights
Con’s•None
Argentina Namibia Melbourne
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
South AfricaSouth
Africa’s Value
Proposition
• Low cost and abundant German population
Management Perception
• Wine farms, Leisure destination
Gareth• Told me “the word’ was I wanted a
vacation
Limited support
• Invest South Africa• BPeSA , Calling the Cape not yet in
existence
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
1st Visit to Johannesburg
Invest South Africa
• Joanne Johnson – very helpful
Home Affairs • Thought contact centre was an Escort Agency
Telkom • Gave me the Phone Book to look up the rates
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Why Cape Town?
Melbourne
Berlin
Dublin
Cape Town
• Johannesburg had a large wealthy German population - call centres would not attract themT
HE F
INA
L S
ELEC
TIO
N
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
The 2nd time round
1999
• Swissair/Mindpearl• Switzerland
If the Germans could do it, the Swiss can do it
better!
Aim • Consolidate 11 Airlines in the Qualifier Group• 400 locations to be consolidated into 7 global offices
SA Value Proposition
• Offered more than just low costs and German language skills
Support
• 2nd time round much easier• South African Embassy in Berne• Joanne Johnson – knocked down doors with Telkom &
others
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Progress
May 2001
• Mindpearl
Mindpearl opens in Cape
Town
The Premise
s
• V&A Prime location – finally everything worked in our favour
• Excellent negotiation included parking
• Parking – not heard of in EU and Australia
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
South Africa delivers
9/11
• Disaster hit 4 Months after opening• New York centre’s phone lines went
through World Trade Centre• Put Mindpearl Cape Town in 24/7
mode• Mindpearl Cape Town shines in
adversity
Swissair declares
bankruptcy
• Oct 2001, mother company and main financier goes bust
• Leads to LON/FRA/MIL/PAR/SWE & NYC closures
• Mindpearl Cape Town expands into 2nd building to facilitate growth
ADVERSITY SETS THE STAGE FOR FUTURE SUCCESS
Mindpearl,Cape Town,
shines in adversity
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Diversification
MBO
• 2005 Management Buy Out from Swiss International Air Lines
• Drove business sustainability and significant growth
• Allowed diversification from Airline industry• Global diversification: 60% Travel & 40% Non-
travel
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Mindpearl today
Success story
• Mindpearl now offers 24/7 support, from 4 strategically located locations
• Specialise in multilingual customer support – cover 30 languages
• Cape Town excellent resource for over 10 EU languages and English
Recognition
• Awarded NOA award for Contact Centre of the Year 2013
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
South Africa today
SOUTH AFRICA AN ESTABLISHED BPO DESTINATION
The BPO
Space
Perception
• Value proposition is recognised
Support
• BPeSA• Government – DTI• Global names in outsourcing
working together
Recognition
• NOA Awards: Destination of the Year 2012
• EOA Awards: Destination of the Year 2013
The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
Guest speakerIvonne Brauburger
Regional Sales Director – Europe, American Airlines
The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
MINDPEARL &
AMERICAN AIRLINE MOVIE
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The information contained within this document is proprietary and confidential and cannot be released or provided to any third party, in any form whatsoever, without the express written consent of Mindpearl.
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