Outsourcing your contact centre to Fiji

Cost efficiency is typically a driving factor behind exploring call centre outsourcing, and Fiji certainly stacks up as a viable solution.

The cost differential between Australia and Fiji is substantial, with Fiji offering a workforce of skilled professionals at a fraction of the labour costs incurred domestically (view current salaries in Australia for contact centre workers).

How much will you save by outsourcing your contact centre to Fiji?

Organisations that outsource their call centres to Fiji typically experience cost savings of up to 50% to 70% compared to in-house operations, which equates to around $10 AUD to $15 AUD per hour per agent.

By outsourcing call centre work to Fiji, senior decision-makers can unlock remarkable savings that can be reinvested into strategic initiatives or operational enhancements (such as extended hours, more agents to reduce wait times etc.).

Fiji boasts a rich pool of talented individuals who are not only fluent in English but also possess exceptional communication and problem-solving skills.

The education system in Fiji is funded to the tertiary level, meaning many Fijians have tertiary qualifications and are fluent in spoken and written English (English is the official language).

This exceptional talent pool ensures Australian customers receive exemplary support, fostering brand loyalty and amplifying customer satisfaction.

Outsourcing your contact centre to Fiji empowers Australian businesses to provide unparalleled customer experiences, unlike other offshore call centre destinations.

The synergy between Australian and Fijian cultures, coupled with a strong emphasis on hospitality and empathy, translates into extraordinary customer interactions.

Fijian call centre agents naturally exhibit genuine concern for customer needs, leading to higher customer retention rates and positive word-of-mouth referrals.

Australian companies that have used Fiji as their outsourcing location (as opposed to other offshore destinations) consistently report an increase in customer satisfaction due to the high level of professionalism and linguistic proficiency demonstrated by the workforce.

The time zone alignment between Fiji and Australia is a strategic boon for senior decision-makers.

Fiji operates a few hours ahead of Australia’s eastern states, allowing businesses to extend their customer support hours without the added costs of after-hours staffing.

This enables Australian enterprises to provide round-the-clock support, catering to diverse customer needs and enhancing loyalty.

It also makes it a lot easier to align business meetings between your business and the Fijian BPO that can help strengthen relationships.

Outsourcing call centres to Fiji mitigates operational risks and enhances business continuity.

By diversifying operational locations, businesses are shielded against unexpected disruptions such as natural disasters or technical glitches.

The strategic geographic dispersion of operations safeguards service delivery and maintains brand reputation, even in the face of adversity which we have all experienced first-hand as COVID shut-down countries at various stages.

It’s always a better outcome when you build solid relationships with your outsourcing partner and onsite visits certainly help.

With Fiji just a 4-hour 20-minute flight from Sydney, it makes it a lot easier to travel to than other outsourcing destinations, and with a lot less traffic!

As Fiji is already a popular tourist destination, there are lots of direct flights making it easy to find a flight and let’s be honest, it’s a great place to tack on a few days of R&R to coincide with your visit!