Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, achieved a new threshold in operational excellence by exceeding 90% attainment of all client KPIs (Key Performance Indicators). Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years. This week, Qualfon reached a milestone goal, to operate at or above the 90% attainment level.
Photo at right: Qualfon Presidents, Christina Morris and Abelardo Cruz, play critical roles in helping Qualfon achieve high KPI performance
“This is an amazing achievement that signifies Qualfon’s ability as an entire company to keep client commitments and deliver service excellence across all client needs,” said Qualfon CEO Mike Marrow. “It is an honor to be part of this exceptional team. This will go a long way in helping us grow our mission to be the best BPO and make people’s lives better.”
Qualfon Group Presidents attribute the KPI accomplishment to several factors:
- Group President Structure: Strategic business units, led by Group Presidents, are laser-focused on each client’s business
- Weekly KPI Call: A detailed executive review of 394 client KPIs
- Qualfon Operational Model: A rigorous, monthly audit of all operational processes and deliverables
- Supervisor Certification: This series of required leadership courses is designed to create high-performing supervisors and includes Six Sigma Green Belt certification, obtained through an international testing organization
“Most CEOs probably don’t participate in a detailed, weekly review of every client KPI — I suspect most get executive summaries. I believe you can only improve KPIs by understanding the details. You can’t improve KPIs by understanding the summaries,” commented Marrow, explaining that Qualfon’s method offers a platform where senior leadership and teams from around the world work together to improve performance and share best practices.
“You can have the perfect process documented but, without discipline, your process is worth nothing,” said Qualfon President Abelardo Cruz. “KPIs are all about managing frontline improvement with discipline. Our plans are tightly coordinated with those who have the highest level of influence—the supervisors. They’re the ones who mobilize plans and modify behavior to impact KPI achievement.”
The company-wide KPI rollup sets expectations across the board. This helps Qualfon leaders in every department focus on results, which has been a strategic goal and steady drumbeat of CEO Mike Marrow. The overall metric is seen as a direct indicator of Qualfon’s ability to be “the best BPO,” as well as a key enabler of the other half of Qualfon’s mission, “make people’s lives better.”
Rest assured, Qualfon is not stopping at the 90% KPI achievement.
“We still want to reach for 100% and be number-one when it comes to comparing ourselves to others in stack rankings,” said Qualfon President Christina Morris. On many client accounts, Qualfon competes head to head with other BPOs for the top spot on combined scorecards. She added, “This is just the beginning of our mission to be the best BPO.”
Qualfon is a mission-driven 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 13,000 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.