Operational Transition Makes Modern, Enterprise-Class Facilities Standard for Qualfon Guyana, South America

May 3, 2016

Guyana Operations TransitionQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that it will transition its Guyana contact center operations currently located at Beterverwagting East Coast Demerara to the company’s newly built contact center campus at Providence East Bank Demerara. The transition is tentatively scheduled for August 2016 and will not impact client services or personnel.

“Part of being a mission-driven company means we put the person first. One of the ways Qualfon does this is by investing in enterprise-class technology and infrastructure as a global standard,” said John Yanez, COO, Qualfon. “After more than 10 years in Georgetown, the Guyanese people have earned the right to be considered a premier location for nearshore BPO services.  This investment in Guyana acknowledges their evolution and importance to Qualfon’s mission to be the best BPO and affirms our commitment to make people’s lives better.”

The Beterverwagting office building, known as Site I, has roughly 500 employees and has served Qualfon since 2005. With steady company growth, Qualfon started building new contact center sites in 2013, including Site II located at Goedverwagting East Coast Demerara and the 10-acre Providence campus, which serves as home to Site III (opened in March 2015) and Site IV (currently under construction).

“Now that we have the campus, Qualfon is transitioning our employees and client operations to locations where they can be better served and have equal opportunities when compared to our other sites. It’s a true upgrade and marked progress for Qualfon employees and clients alike,” added Yanez.

While the new contact centers create first-class working environments, Qualfon Guyana leaders recognize that its strategic plan to invest in infrastructure and raise standards may also cause hardships on employees, such as increased commute times.

“We’re working with our employees to understand how transitioning to the campus will affect them, so Qualfon can put a plan in place to address and mitigate any negative impact,” said Alejandro Sotelo Sanchez, Chief People Officer, Qualfon. The Human Development and Mission Office teams created an employee survey and interactive online forum to help identify employee concerns and incorporate their personal needs into the overall transition plan.

“Following our company mission, Qualfon wants to take responsibility for our business and for the impact our decisions have on our people. We see this transition as an opportunity to make 500 lives better, and we’re working hard to ensure that the change is just that,” added Sotelo Sanchez.

About the Campus at Providence East Bank Demerara
Site I operations will transition to Site III at the contact center campus. In addition to the more modern facility, the campus offers a 10-acre, multi-building complex with:

  • 2 contact center operations buildings
    • Site III: 57,000 square-foot contact center, completed May 2016
    • Site IV: 60,000 square-foot contact center, broke ground in January, estimated completion November 2016
  • Interfaith chapel (when complete)
  • Community center (when complete)
  • Healthcare clinic (when complete)
  • Eco-friendly or “green” building approach

About Qualfon 

Qualfon is a mission-driven business process outsourcing (BPO) company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 12,500 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.

Media Contact in Guyana

Phone: 592-220-8762 or 220-8767 ext. 25001