Frost & Sullivan White Paper: Qualfon Contact Center in the Neighborhood, an Emerging BPO Model “Making Lives & Business Better”

November 7, 2016


Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its “contact center in the neighborhood” approach is the focus of a recently published Frost & Sullivan white paper. An Emerging Model in BPO: The Contact Center in the Neighborhood explores how Qualfon’s innovative strategy in Manila, Philippines is making lives and business better by cultivating a culture of employee engagement that drives competitive advantage through lower attrition and absenteeism and higher performance.

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“The contact center in the neighborhood is an interesting concept for urban areas because it reduces the time and cost of challenging commutes, which in turn seems to improve agent satisfaction, retention, and engagement,” said Stephen Loynd, a BPO industry analyst and Global Program Director at Frost & Sullivan, who visited the center in Manila earlier this year.

As Qualfon CEO Mike Marrow explained, “Manila’s world-leading outsourcing geography is now made even better with Qualfon’s neighborhood center, which makes employees’ lives better by reducing their 60- to 90-minute commute time to an easy 15-minute stroll to work. Enhancing the quality of life for our people has brought Qualfon recognized measurable benefits in terms of absenteeism, attrition, loyalty, and performance.”

Testimonial quotes from employees at the neighborhood center reveal a heightened sense of well-being with more money and more time for family, all of which drive Qualfon’s employee retention and satisfaction rates in the 96-97% range. “At the neighborhood center, our employees have more energy and efficiency. There’s an undeniable link between our strategy, our top performance, and our successful client partnership,” said Manuel Alcobendas, Site Director, Qualfon Manila.

Qualfon’s mission to “be the best BPO and make people’s lives better” was the inspiration behind the neighborhood center, and its benefits to both business and people “further endorse Qualfon’s person-first approach and culture,” added Marrow. While many contact centers in Manila are concentrated in downtown business districts or IT parks, Qualfon’s neighborhood center is located in the residential community of Paco, Old Manila, among universities, retail attractions, and transportation hubs. Recruiting efforts focus on residents living within a 2-kilometer radius. Qualfon estimates that neighborhood employees reduce their commute times by as much as 1 hour or more each way, enabling them to cut transportation costs and save 10-30% of their monthly paychecks.

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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 12,000 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.

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