User:WilliamPattison

About
Mindpearl is a BPO specialist focusing on international, high quality contact centre operations. Mindpearl was recognised as the ‘Outsourcing Contact Centre Provider of the Year 2013’ at the National Outsourcing Association (NOA) Awards in the UK. With an emphasis on inbound customer support, through multiple communication channels encompassing phone, e-mail, web chat and social media, Mindpearl supports global brands in the aviation, leisure, telecommunications, retail and weight management industries.

History
Mindpearl took their first call in London on the 26 April 1999, owned by Swissair, Sabena Belgium Airlines , TAP Air Portugal and Austrian Airlines. They started as a captive call centre taking calls from 11 different airlines and a frequent flyer program. During 1999, in addition to London, Mindpearl opened centres in Frankfurt, Istanbul, New York, Milan and Sweden. Year 2000, Mindpearl opened offices in Barcelona and Brsbane. In 2001 Mindpearl opened an office in Cape Town, South Africa. The 11th of September 2001 when the Twin towers in New York were destroyed by terrorists. All Mindpearl's phone lines for their New York operation went through these buildings and the only connection to this office was one mobile phone being used by a manager. Mindpearl were able to start taking the US calls in the other offices within 30 minutes. Istanbul, Barcelona , Cape Town and Brisbane all moved into a 24 hour operation immediately with a lot of employees working excessive hours since the call volumes received after 9/11 were the highest they had ever seen or have ever seen since. It affected every customer and due to the “unknown” factor of when aircraft would be allowed to fly to/from/within the USA again the calls were continuous.

The bankruptcy of both Swissair and Sabena in 2001 following 9/11, required massive changes within the company and with both the incumbent airlines of these carriers (Swiss International Airlines and Brussels Airlines) being significantly smaller than their predecessors Mindpearl had to downsize rapidly as a company to ensure they did not follow the majority of the subsidiary companies within the SAir group  and disappear.

After downsizing Mindpearl operated with 3 offices (Barcelona, Brisbane and Cape Town). In 2005 a Management buy out took place. In 2008 Mindpearl sold 49% of its shares to Dnata. Enabling them to finance a fourth location. In 2009 Mindpearl opened the first ever international BPO contact centre in Suva, Fiji. Fiji allowed Mindpearl to differentiate. By 2014 they had 60% airline clients and 40% non-airline clients.