The hunt for BPO paradise: Why so many companies are outsourcing to Fiji

by Andy Nguyen
Outsourcing to Fiji

The outsourcing industry has come a long way in the past few decades, posting huge growth numbers year on year – even during the pandemic. But outsourcing remains a complex business and both BPOs and the clients that use them are always looking for an extra competitive edge.

Traditionally, Asian countries like India, China, and the Philippines have been the go-to places for BPOs to locate themselves and for clients to choose. There is, however, one small country that has flown under the radar but is growing rapidly as an outsourcing location: Fiji.

With impressive infrastructure, a highly skilled workforce, and an advantageous geographic location, Fiji is being described as the outsourcing world’s “best-kept secret”. This article will explore how the country’s outsourcing industry has evolved, as well as identify what makes Fiji so attractive to foreign companies.

The BPO industry in Fiji

Back in 2017, the Fijian government had a great idea. Along with a group of high-profile investors, they created the Fiji BPO Council to kickstart the outsourcing industry in the country. Needless to say, it worked like a charm.

Fast forward to today, and the BPO industry in Fiji is booming. Thanks to a combination of exceptional development, solid funding, and high demand, more than 8,000 workers are now employed in the outsourcing sector. With no signs of letting up, this figure is only going to grow exponentially.

These unbelievably friendly workers (Fijians are renowned for their generosity) provide a number of different services across a range of sectors. These include back-office services, debt recovery, sales, telemarketing, IT support, and customer service. Staff are all thoroughly well trained and genuinely enthusiastic about what they do.

Why are BPOs outsourcing to Fiji?

As a result of the incredible developments in the Fijian outsourcing sector, BPOs around the world are flocking to the country. It seems the biggest fans are Australian companies, and for a number of very good reasons. Fiji’s location, time zone, and culture are all helpfully similar to Australia’s, making it an ideal choice for companies looking to outsource from down under.

But this trend extends to companies beyond Australia, since Fiji offers an exceptional variety of benefits to businesses who choose to outsource there. The country has demonstrated time and again that it has the capabilities and resources to supply outstanding customer service and other facilities to English-speaking companies around the world.

Organizations are choosing to outsource to Fiji for a number of reasons. It’s cost-effective, it’s close (for Australia and New Zealand), and great for 24/7 coverage (for the US and UK), and it’s welcoming. Let’s take a look at why Fiji provides the answers all the modern outsourcing needs that client companies are looking for.

Triumphant in technology

Did you know that Fiji has one of the fastest, most reliable internet connection speeds in the world? It’s hard to think that a tiny Pacific archipelago could boast such impressive telecommunications, but Fiji excels in this area. Foreign companies looking to locate their business in Fiji would be hard-pressed to find more highly secure and fast internet speeds.

This means that BPOs can offer their workers access to the latest cloud software without worrying about whether they have the capacity to implement advanced technology. Utilizing the right technology reduces employee attrition, since staff feel more supported in their work. Call center agents can access what they need more efficiently, making their tasks less stressful. This reduces employee burnout, absenteeism, and turnover.

Skills to pay the bills

There’s no point having all this advanced technology if there’s no one skilled enough to use it. Fortunately, Fiji boasts an impressive education system with a literacy rate of 99%. With several well-respected higher education institutions across the islands, Fiji has created a local talent pool brimming with skill.

In stark contrast to other countries, Fiji gives almost all BPO roles to university graduates. This reflects the high regard in which outsourcing jobs are held in the nation, and means that the entire BPO workforce is exceptionally skilled. Organizations looking to offshore their operations to Fiji are always astonished by Fiji’s impressive workforce.

Ideal location, not just for tourists

Fiji has long been a popular destination for holidaymakers, since it boasts amazing wildlife, idyllic beaches, and a vacation experience like no other. Now, companies are making the trip to the island paradise to conduct outsourcing operations. Who says you can’t mix business and pleasure?

The country is a hub for BPOs because of its useful location. Its proximity to Australia and New Zealand makes it ideal for thousands of Aussie and Kiwi firms to base their outsourced operations across the islands. What’s more, the time zone between these countries is very similar. Fiji is only an hour ahead of Sydney, Canberra, and Melbourne, and an hour behind Auckland, meaning communications between locations is exceptionally easy.

But it doesn’t stop there; as organizations from other English-speaking countries such as the US, Canada, and UK are also outsourcing to Fiji. As it’s such a popular holiday destination, the islands and their culture are well-known across the world, but particularly the Anglosphere due to the ties of history. From a time zone point of view, Fiji is the perfect location to deliver 24/7 coverage for American and UK-based companies.

No more culture clash

Cultural differences are always one of the main challenges of managing offshore teams. Often, national values aren’t well aligned between the organization’s home nation and the country where their outsourcing operations are based. This can lead to poor customer service, a perception of a lack of emotional intelligence from offshore agents, and a tarnished reputation.

Since English is the lingua franca of Fiji, there are no language barriers. They speak with a neutral accent and their culture is heavily influenced by the UK, Australia, and New Zealand. This means that they can better understand and relate to your customers, mitigating any issues that might otherwise emerge from offshore operations.

More bang for your buck

On top of the wealth of other benefits Fiji has to offer, it’s also an incredibly cost‑effective place to outsource to. This is down to Fiji’s cost-of-living, as rent prices and average salaries are much less expensive in comparison to more developed countries. It’s estimated that companies can cut down their operational costs by around 50% if they outsource to Fiji.

Final thoughts

Fiji is an incredible location if you’re a BPO or a client looking to offshore some part of your operation. It has a wonderfully charming people, highly educations and skilled population, welcoming and friendly attitudes to foreigners, and high-speed internet that facilitates multinational operations. It’s also located in a very favorable spot and is exceptionally cost-effective to outsource to.

Efficient outsourcing with Time Doctor

If you’re looking to outsource your operations to Fiji, you’ll need the right tools to ensure the transition is as smooth as possible. Time Doctor can provide accurate and non-invasive time-tracking software that boosts productivity and accountability in your offshore operations. Try the Time Doctor demo today or get in touch with us for more information.

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