The Outsourcing Industry Choose Fiji for Your Next Investment
2 Investment Fiji | The Outsourcing Industry Your destinationoutsourcingnextFijihasapopulationof868,406 and a land area of 18,333 square kilometres spread across more than 330 islands. Fiji also has a young population, with approximately 50% of residents under the age of 27. This suits the outsourcing industry, which requires digitally savvy talent. Suva Capital Suva Population 896,444 Language(s) English, i-Taukei, Hindi Currency Fiji Dollar
Why should Fiji be your next outsourcing destination? Our Existing Cluster Finding the right talent fit is an easy task - the workforce is fluent in English, with a neutral accent and well educated offeringainfrastructurecommunicationsCutting-edgeincludinghigh-speednetwork5.4Tbps A developed government support structure for international companies looking to set up A growing outsourcing cluster now worth AUD $66M per year Modern office buildings and outsourcing-ready offices Access to a number of incentives that make it easy to set up in Fiji Major Business Park investments planned 70%+ savings on salaries for outsourcing businesses World Class Infrastructure SupportiveInvestmentEcosystemFiji|TheOutsourcing Industry 3
4 Investment Fiji | The Outsourcing Industry No matter the sector, operation type or the size of your company, Fiji has a strong track record across shared services INCREASING COMPLEXITY CONTACT OUTSOURCINGCENTRE BUSINESS OUTSOURCINGPROCESS KNOWLEDGE OUTSOURCINGPROCESS • Customer support services • Answering service • Reservations • Lead generation • Cold calling • Telemarketing • Technical support • Virtual receptionist • Collection • Appointment setting • Multilingual support • Enterprise resource planning (ERP) support • Debt collections • IT helpdesk support • Application processing • Candidate and reference checks • Payroll processing • Employee on-boarding • General ledger • Loans and data processing • Back office operations • Accounts receivable and accounts payable • Data entry • Credit assessment • Software development • Goods & services (GST) and business activity statements (BST) filings • Legal compliance • Medical processing • Marketing • Accounting and finance • Auditing and advisory • HR and recruitment
Investment Fiji | The Outsourcing Industry 5 In Depth 01 Our Existing Cluster 02 World Class Infrastructure 03 Supportive Ecosystem 04 Success Stories 05 How We Can Help
6 Investment Fiji | The Outsourcing Industry 01 Our Existing Cluster
Investment Fiji | The Outsourcing Industry 7 Fiji offers a young, sector:theinthat’sworkingtech-savvypopulationexperiencedworkinginoutsourcing People8,00090%employedin the sector – 67% are female Of the workforce is under 35 years old with a culture of serving quality customer service Fluent99%Englishspeakers1stLong established - European Outsourcing Assoication;s Offshoring Destination of the Year award winner in 2014
8 Investment Fiji | The Outsourcing Industry The workforce and market is evergrowing in Fiji 2019–2020 AUD $66 Million An bemployeesoutsourcing25,000estimatedy2025Fiji’soutsourcingindustryhasexpanded significantly over the past decade and contributed about $A66 million per annum to Fiji's economy pre pandemic - this is expected to triple in the next three years. Projected Earnings and Workforce 140 200 100 66 200180160140120100806040200100009000800070006000500040003000200010000 2019 - 2020 2020 - 2021 2021 - 2022 2022 - 2023 Headcount Earnings ($Million)
Suva Nadi Fiji has a number of outsourcing firms with a large workforce ready to take on your company needs: Location: Suva and Nadi www.ourpacificoffice.com Location: www.greymouse.com.auSuvaLocation: www.starglobalsolutions.co.nzNadi Location: Suva and Nadi Location:www.recoveriescorp.com.auLocation:www.centrecom.netSuvaSuva www.packleaderpacific.com Location: Suva www.actonfiji.com Location: www.bulaoutsourcing.com.auSuva Location: www.mindpearl.comSuvaLocation: www.bde.groupSuva Investment Fiji | The Outsourcing Industry 9 Location: Suva and Nadi www.hlb.com.au Location: www.tkwresearch.com.auSuva
10 Investment Fiji | The Outsourcing Industry A number of global countryoperationsinenvironmentoutsourceadvantagealreadybrandstakeofthefriendlyFijiandhaveinthe
02 World InfrastructureClassInvestmentFiji|TheOutsourcingIndustry 11
Annually, more than 1.2 million international passengers and over 450 thousand domestic passengers pass through Fiji's airports, which are served by 20 airlines directly connecting the country to 14 overseas locations daily, including Australia, New Zealand and the USA.1 This makes it easier for international investors to visit their sites.
12 Investment Fiji | The Outsourcing Industry
The Southern Cross cable directly connects Fiji to Australia, New Zealand, and the United States, providing the country with 5.4 tbps super fast, dependable internet connections and the capacity to support high-volume data transfers. This fibre optic connection places Fiji ahead of many of our outsourcing competitors.
There are Major Business Park investments planned in the Kalabu Tax Free Zone and and TFL Business Park in Suva - this will expand the existing infrastructure even further to facilitate your operations.
Fiji is the centre of trade in the South Pacific, a hub for communications and transportation routes
Super fast connectivity Modern buildings and outsourcing-ready offices complement the ICT infrastructure
Fiji is the centre of trade in the South Pacific for Asia, the United States, and Europe.
1Fiji times
Grade A offices are found in major cities and towns throughout Fiji, with the capital city, Suva, serving as the focus for outsourcing activities.
03 Supportive EcosystemInvestmentFiji|TheOutsourcingIndustry 13
Based in Fiji, the University of the South Pacific (USP) is the leading higher education provider in the Pacific region. As an international centre of excellence for teaching, research, consulting, and training, it is the key source of skilled staff in our outsourcing companies.
Fiji offers a world workforcehighlythateducationrecognisedsystemfostersaskilledPrimaryandsecondaryeducationisfreeand compulsory for the first 13 years.
FNU is one of the largest universities in the South Pacific made up of 5 Colleges (College of Business, Hospitality and Tourism Studies, College of Engineering, Science and Technology, College of Humanities and Education, College of Medicine, Nursing and Health Sciences, College of Agriculture, Fisheries and Forestry) and one training center (National Training and Productivity Centre).
14 Investment Fiji | The Outsourcing Industry
The University of Fiji was established by the Arya Pratinidhi Sabha of Fiji to provide high quality, affordable higher education to students who had no access to other tertiary institutions. The University’s objectives include providing higher education relevant to Fiji’s needs, but within a global framework and to support Fiji’s development as a sustainable, peaceful, inclusive and progressive society committed to good governance.
The GovernmentFijian is committed to ensuring Fiji offers a environmentsupportive to investors: We offer several incentives for outsourcing investors including: • 20 year tax holiday • Streamlined registration processes • Duty-free equipment used in outsourcing centres • Carry forward losses up to 8 years • 25% investment allowance for renovation of buildings • 100% tax deduction for employer superannuation contribution • No stamp Employmentdutytaxation schemes enabling tax deductions: • 400% – employees with disabilities • 300% – employees affected by COVID-19 • 300% – persons employed for apprenticeships • 300% – first time employees • 300% – work placements • 300% – part-time workers • 150% – employee development • 150% – relating to family care • 150% – relating to paternity leave Investment Fiji | The Outsourcing Industry 15
16 Investment Fiji | The Outsourcing Industry Fiji has low operating costs for you to consider: Adding resilience to your operations will cost you a fraction of what it would usually cost in other places in the world. Plus when you set up in Fiji, you benefit from high retention rates Brad Hagstrom, COO at Harmoney, an Australian company that has been outsourcing their contact centre operations and other functions to Mindpearl in Fiji since 2014 AnnualAverageWageinFiji,$AUD Saving Australiaon Saving on New Zealand Savings on UK SavingUSAon Call Centre Worker 6,520 86% 84% 85% 67% Accountant 17,885 69% 65% 75% 83% Finance Manager 31,583 67% 64% 72% 82% Customer Service Rep 7,887 84% 81% 80% 86% Administrative Assistant 9,520 81% 77% 76% 81% Operations Manager 31,280 62% 57% 60% 79% Network Engineer 17,000 78% 74% 86% 87% Software Developer 25,840 63% 57% 59% 82% Support Technician, IT 11,220 79% 67% 78% 87% IT Manager 28,560 72% 69% 68% 87% “Attrition rates have typically been 3 per cent and it was zero per cent last year!”
Build resilienceyourwith Fiji: the operatingtheoutsourcingThesufferedhardCountriesrestrictionstosectoroutsourcingwasreadyhandleCovid-19includingIndiaandPhilippineswerehitwithCovid-19restrictionsandcompanieswithresourcingemployees.FijiangovernmentensuredthatthesectorremainedopenthroughoutPandemic-contactcentrescontinuedwithoutinterruptionusingamixtureof homeworkers and social distancing inside offices. To supplement your offshoring activities, utilizing Fijian remote working capabilities will mitigate any risks in operation. 84% The end of the first year of Covid saw 84% of business decision-makers in Fiji reporting confidence in the outlook for their business, compared to 80% for the Pacific Islands overall. Investment Fiji | The Outsourcing Industry 17
18 Investment Fiji | The Outsourcing Industry 04 Success Stories
Fiji offers the service quality required by outsourcing clients at highly competitive costs
Industry 19
Why Our Pacific Office chose Fiji How did the Fiji government support “Whether it administration,is accounts, or even engineering. Fiji has a similar management structure to Australian firms – this has been a great unique selling point when presenting our services to customers”prospectiveInvestmentFiji|TheOutsourcing
Company
Our Pacific Office (OPO) was created in 2017 in Fiji by 2 Australian Founders who saw an opportunity for BPO in the travel industry. OPO grew rapidly, starting starting with 5 employees, but have now reached 150 across 2 offices, its headquarters in the gateway Nadi and a satellite office in Suva.
OPO appreciated the ease in finding very capable and multicultural staff with neutral English accents in Fiji, which is often recognised by their clients. OPO also find great similarities in business culture between Fiji, New Zealand and Australia. They find that Fijian staff are eager to deliver great customer service to often demanding clients working in the global marketplace . This really helps in serving these two markets, differentiating themselves over competitors that offers quantity, but with no guarantee of quality or cost savings.
OPO have found Investment Fiji to be an effective and active partner that have offered the firm continued support in growing their operation in the country. www.ourpacificoffice.com overview
MindpearlIndustry
“The Fijian Government have been great in supporting us. When we first set up, they helped with concessions on import duties for equipment and other incentives. Our operations have grown ever since and we now have 100s of employees supporting international clients”
Mindpearl has an excellent relationship with government bodies - they helped ensure that the company’s operations were uninterrupted throughout the Covid pandemic. How did the Fiji government support Fiji offered a place where there are no challenges in finding staff as they often come from a tourism / customer service background. The strength of the workforce is underpinned by a high quality education system where English is also taught. Moreover, the ICT infrastructure and the undersea cable network have ensured continued smooth operations.
started with a small operation and is now the largest OS operator in Fiji with over one thousand employees
www.mindpearl.com
Mindpearl is a global contact centre firm providing seamless 24/7 customer support services in multiple languages. Clients include well known major global airline brands including Qantas and Brussels CompanyAirlines.overview
20 Investment Fiji | The Outsourcing
Why Mindpearl chose Fiji
leading high value outsourcer for mortgage administration, valuations and marketing asnewthatheavilygovernmentWeanoperationsprocessvery“Investmentwww.bulaoutsourcing.com.auFijiwerehelpfulintheofsettingupourandensuringeasyprocess.feelthattheisinvestinginmakingsuretheecosystemforoperatorsinFijiiswelcomeaspossible”
WhyANZ.Bula chose Fiji Bula Outsourcing (Bula OS) is an Australian owned company that has grown tremendously since its inception in July 2021 from 10 employees to 75 employees. They have high profile clients including Yellow Brick Road, WBP, Angle Finance and Pepper Global.
is
Bula OS had direct support from Investment Fiji. This included setting up introductions and connections at the highest level of government, outlining the processes for setting up, and with the paperwork for getting equipment into the country. How did the Fiji government support Bula OS highlight the significance and importance of Fiji’s ICT infrastructure to their operations. The Fijian ecosystem has also been supportive, including the government but also from the private sector such as Centrecom, Telecom Fiji, Fiji National Provident Fund and
Company overview Investment Fiji | The Outsourcing Industry 21
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22 Investment Fiji | The Outsourcing Industry 05 How We Can Help
your investment • Incentives – we
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Outsource Fiji is the industry body for the development of Fiji's outsourcing industry. As part of its 2021-2025 Strategic Plan, it aims to create a more conducive environment for businesses in this industry; continue to invest and build the talent pool for businesses to hire work-ready Fijians; provide training opportunities; and tap into new international markets for Fiji as an outsourcing destination of choice.
Investment Fiji is the Investment and Trade Promotion Agency of the Fijian Government. support new foreign and domestic business to establish themselves in Fiji, so that they are able to grow into major employers of Fijians and generate real economic impact in country. can provide you with detailed data information so that you can make the right location choice for can help facilitate incentives that allow your investment project to provide handholding support throughout the and provide continuous other opportunities to help investment
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Fiji: The New Outsourcing Hub for Finance and Accounting Webinar
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Outsource Fiji has registered members such as KPMG, PWC, ANZ, Westpac, Digicel/Telstra, Vodafone, Mindpearl, Centrecom, Packleader Pacific and DHL.
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The New Operations Hub for Online Retail: Fiji: The Recruitment & HR Industry’s Best Kept Secret Webinar
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Investment Fiji | The Outsourcing Industry 23 Who we are
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SUVA OFFICE 6th Floor Civic Tower Victoria Parade Suva, Fiji Ph: +679 ContactPh:Fiji21JayGroundLAUTOKA3315988OFFICEFloorLal&CompanyComplexTuiStreetLautoka+6796660133us info@investmentfiji.org.fjwww.investmentfiji.org.fj