Qualfon, a leading global business process outsourcing (BPO) and call center services provider, will spend $2.8 million to renovate a long-vacant manufacturing building in Hancock, New York and build a contact center and back-office processing facility that will create a projected 400 new jobs.
Data Control Group, LLC has been operating for 11 years in Deposit, New York and was recently acquired by Qualfon. As a division of Qualfon, Data Control Group was renamed Qualfon Data Services Group (DSG) and specializes in back-office processing services.
“Qualfon is a growing company that has experienced great success in the Delaware River valley. We love the people and their work ethic, and we’re excited to further expand our presence in New York,” said Pete Lutz, Sr. Vice President of Qualfon Data Services Group. “Upstate New York offers a skilled workforce with a population of 200,000 in a 25-mile radius. Plus, the high demand for contact center and back-office processing positions in the area has been a key factor in driving our investment in Hancock.”
Qualfon will revitalize a dormant portion of the Becton-Dickinson plant, which sits on a 52-acre parcel at the confluence of the East and West branches of the Delaware River and formerly housed a medical products manufacturer. The project will be built in two phases, and phase one is scheduled to be complete in the Spring of 2014. Qualfon DSG will move its current employees and back-office operations in nearby Deposit, New York to the new location in Hancock and will occupy 35,000 square feet of the building. Later, it plans to expand to 50,000 square feet.
The state and local governments have shown outstanding support for Qualfon’s expansion by providing information and by helping Qualfon secure a grant to pave the way for this project. “We want to thank Glenn Nealis, the Director of the Delaware County Economic Development, and Joe Roman with Empire State Development for spearheading this effort and for being great partners,” said Lutz.
Furthermore, in an effort to facilitate the hiring process, the Chenango-Delaware-Otsego Workforce Investment Board (CDO) has agreed to help Qualfon in the process of identifying, recruiting, and training of employees. The 400 new jobs will stretch beyond Qualfon’s current back-office processing positions and offer customer service, sales, and technical support positions that will help customers across a variety of communication channels including phone, chat, email, and social media.
In addition to new jobs, Qualfon plans to provide comprehensive in-house and educational training to all employees to ensure that local residents with a high school diploma or equivalency degree will qualify for the majority of the jobs to be created. Additionally, Qualfon will offer all employees health insurance benefits, including vision and dental, 401k options, and potentially even assistance with child care.
James Thomson, Chairman of the Delaware County Industrial Development Agency (the agency that will oversee the project and administration of the financial assistance) stated, “Congressman Gibson’s office provided critical support in the County’s efforts to put an incentive package together to attract Qualfon to the area.” Thomson added, “This project will help to stimulate new investment within the Village and promote the revitalization of its downtown commercial district. The creation of 400 new full-time jobs, with company provided health insurance benefits, will provide a stable foundation upon which the community can continue to rebuild its economy.”
James Eisel, Chairman of the Delaware County Board of Supervisors stated, “The economic impacts for the Town of Hancock and Delaware County are huge. Delaware County welcomes Qualfon and stands ready to assist and to encourage industry and job development opportunity which leads to important community development.”
About Delaware County Economic Development
To learn about the initiatives and programs available to local business through Delaware County Economic Development and the IDA please visit the County’s Economic Development website at www.dcecodev.com or contact The Delaware County Department of Economic Development at (607) 746-8595 or firstname.lastname@example.org.
Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been serving our BPO clients since our founding in 1996, and today, we are 10,200 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our employee tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower employee attrition and strategic locations enable us to provide our services at a lower cost.