Geographical Advantage
For executives flying from Sydney, Fiji is closer than Perth!  It also happens to be one of the most popular travel destinations for Australians, therefore offers an extensive choice of direct flights.   And with a very similar time zone, Australian businesses can communicate with their Fiji partners easily, with no early morning or late night conference calls.

This geographical proximity to Australia and New Zealand, along with Fiji’s abundant English-speaking workforce, led the International Monetary Fund’s Chikahisa Sumi to recently endorse and encourage Fiji’s pursuit of customer service outsourcing to grow its economy.

Language Advantage
English is the official language of Fiji and is widely used in government, business, and education. English was the sole official language in the Fiji Islands until 1997 and remains one of the official languages, including Hindi and Fijian. Due to its heritage as a British colony until 1970, the education system in Fiji is based on the English language and all lessons are delivered in English from age 5. The education system is still state funded through to tertiary level so many Fijians have tertiary qualifications, from institutions such as the University of Fiji, Fiji National University and University of the South Pacific.  Graduates, who comprise the majority of workers in the contact centre/BPO industry in Fiji, therefore have fluency in both spoken and written English.  The Fijian accent is very neutral, contributing to a positive customer experience from a call centre in Fiji. Listen to a Fiji call sample on our call centre audio map.

Workforce Advantage
The Fiji workforce is loyal, partly due to high unemployment (8.7%).  Fiji Outsourcing companies report unusually low annual attrition rates (12%), which have a flow-on benefit in terms of much lower recruiting and training costs than other destinations. Fijians regard working in a contact centre supporting international brands as a prestigious career path, and this contributes to their long average tenure.

Further, Fijians have excellent customer service skills, fostered by the rapid growth of the tourism industry, with its emphasis on service and hospitality.  Culturally, Fijians are known to the world as the friendliest people on earth with the renowned ‘Bula’ spirit, and their dedication to ‘make people happy’. The Fijians are a non-confrontational people and this old school ‘the customer is always right’ ethos makes for a very warm and welcoming customer experience. 

Fiji’s Cost Advantage
Fiji has an irresistible cost advantage, which offers Australian companies more than 50% savings when compared to delivering a contact centre or back office operation onshore.  This makes for a compelling business case which will even put a smile on your CFO’s face!

Source: matchboard.com.au/

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