February 10, 2017

guyana-growth-press-release4Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is growing its business in Guyana, South America. At the Providence Campus contact center, Qualfon’s existing client accounts expanded by approximately 250 full-time positions during Q4 2016, and growth is expected to continue through Q1 2017 with an estimated 120 additional full-time positions. The growth comes largely from customer care programs serving clients from both the technology and eCommerce industries.

“Clients are pleased with the top-level performance and leadership at Qualfon Guyana, so they are making additional investments in our partnership, expanding Qualfon’s customer service programs with more employees. This means positive growth for our business and more job opportunities for the local community,” explained Mark VanderPloeg, Site Director, Qualfon Providence Guyana.

Qualfon attributes the success to its tight focus on proactive leadership investment and contact center results. “Qualfon’s Leadership Academy is developing entry-level employees into leaders long before they take on supervisor roles and responsibilities. This improves front-line decision making and empowers our client programs to have scalable and sustainable leadership. Clients are rewarding this readiness because our customer satisfaction results are meeting and exceeding expectations,” added VanderPloeg.

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February 6, 2017

Give@Work press releaseQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that in 2016 roughly 12,000 employees volunteered 39,011 hours of service to support 162 charitable organizations and non-profit agencies. The community service contributions benefited schools, churches, children’s homes, animal shelters, government entities, and other humanitarian associations across four countries including the United States, Mexico, Guyana, and the Philippines.

“Community service is synonymous with Qualfon’s company mission to be the best BPO and make people’s lives better, and these 39,000 hours of effort demonstrate just how much our employees believe and trust in our mission,” said Dolores Torres, Give@Work & Mission Office Director, Qualfon.

Working together to maximize their impact, employees from every contact center around the world offered their time and talents to make communities more inclusive, economically empowered, and environmentally sustainable. Sponsoring a variety of events and partnerships, Qualfon’s Mission Office and Give@Work program supports and recognizes employees who volunteer their time.

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January 16, 2017

mentors-messengers-managers-image-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is training its leaders to help the company take strides towards its mission: “Be the best BPO. Make people’s lives better.” The Qualfon Mission Leader curriculum provides all employees in leadership roles with the education they need to be effective mentors, managers, and messengers so they can infuse the mission and company values into everyday operations.

“Qualfon’s leaders must be empowered to support our mission and turn its lofty goals into real results across every department. Therefore, each person who is in a position to influence others must be educated on how to apply the mission to their work and on how to be the best leader they can be,” said Roberto Sanchez Mejorada, Qualfon Chief Mission Officer, who oversees the new program.

More than 1,060 managers, supervisors, and other leaders are currently working their way through 14 Mission Leader training sessions, which are offered in live, virtual classrooms once a month. The curriculum is divided into three sections, each focused on tools and skillsets that can help employees be better mentors, managers, and messengers—three roles that leaders commonly take and should feel confident in at Qualfon.

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December 19, 2016

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Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is putting smiles on hundreds of faces with the gift of food this holiday season. A variety of celebratory activities across the globe filled the bellies and the hearts of employees and others in the community.

On December 12th the Fort Collins center hosted its annual celebration that fed hundreds of people. Mountains of Olive Garden spaghetti honored the contributions employees made during 2016. While many enjoyed hot breadsticks and sauce, others flocked to the costume photo booth to capture the smiles and laughter inspired by the shared meal. The cheer soon spilled out into the community as Qualfon donated meals to the Fort Collins Rescue Mission. Additionally, just before Thanksgiving, 40 Qualfon Fort Collins employees in need received food baskets that earned wide-eyed grins, filling their dinner tables with deliciousness.

Photo at Right: The Qualfon Fort Collins photo booth captured the fellowship of food

“There’s something about free food that makes everyone smile,” said Rocio Chartier, Site Activities Coordinator, Qualfon Fort Collins, who organized many celebratory events at the contact center. “A hot meal is a simple and easy way to stir up some holiday happiness.”

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December 12, 2016

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Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, held a Christmas tree lighting ceremony at the Cebu Philippines contact center that both inaugurated Qualfon’s expanded Recruitment Center and acted as a fundraiser for the Franciscan Sisters of the Sacred Hearts Children’s Home. Twinkling holiday lights highlighted the new recruiting space designed to improve the applicant experience and promoted an ornament fundraiser and angel tree program benefiting children at the local orphanage.

“With the new recruiting hub and our success in raising hundreds of dollars for children in need, we have a lot to celebrate and be thankful for this Christmas,” said Steve Brown, Site Director, Qualfon Cebu. “We take pride in our mission to be the best BPO and make people’s lives better. Especially at this time of year, Qualfon’s mission delivers a message of solicitude and compassion towards others.”

Photo at Right: During the tree lighting ceremony, voices of the Fun@Work employee glee club, Qualfon GleeQs, filled the halls with holiday cheer

Qualfon employees purchased more than 100 Christmas tree ornaments and gave presents to children at the home. Monetary donations from the ornaments will be used to purchase school supplies and augment the student’s school-related expenses for the month of December. Meanwhile, angel tree toy donations will make the dreams of 22 children come true this holiday season. During the lighting ceremony, carolers sang while Qualfon invited those employees who supported the fundraiser to hang their ornaments on the tree. On December 23rd, Qualfon will host a small Christmas party at the children’s home to give all the gifts to the children.

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December 5, 2016

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, awarded a collective $10,250 in cash prizes to employees as part of its third annual Music Video Contest. Sponsored by Qualfon’s Mission Office and the Fun@Work program, the competition generated 16 video submissions. The primary competition or divisional round identified winning videos in specific sites and regions across the world. First place divisional winners were then eligible to advance to the international round, where they competed for the largest cash prizes. More than 5,600 employee and executive judges cast their votes to decide the winners. Here they are!

International Winners

First Place: “Qualfon You Are Our Home” by Elvie Po, Edwin Martinez and team

Second Place: “Let’s All Be One” by Dale Albert Amante

Third Place: “Qualfon Shout It Out” by Kennyana Carter

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October 24, 2016

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Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and employee volunteers from the contact center in Liberty Lake, Washington helped the Vanessa Behan Crisis Nursery raise thousands of dollars during its annual phone-a-thon fundraiser. Employees put their customer service and sales skills to work calling previous donors and supporters to help keep the non-profit organization going strong. A local credit union hosted the three-day event, during which Qualfon employees made over 500 phone calls on behalf of the crisis nursery.

“Our employees graciously loaned their voices and their people skills to be a force for good,” explained Kaycie Miller, Mission Coordinator at Qualfon Liberty Lake. “The Vanessa Behan Crisis Nursery provides a safe haven for children and families and as a result does a great deal to keep children in our community out of harm’s way.”

Photo at Right: Qualfon employee volunteers Faith Long, Kaycie Miller, Rose Raskell and Lisa Johnson smile as they take a break from the phones

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October 17, 2016

qualfon-awards-leadership-academy-certificates-to-301-additional-employeesQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has awarded Leadership Academy graduation certificates and held ceremonies to honor 301 employees in the Philippines and the U.S.

Qualfon’s Leadership Academy is a company-wide initiative that requires every contact center supervisor and leader to complete 19 management courses and achieve Six Sigma Green Belt Certification through an independent company. The 301 graduates have completed the core Leadership Academy courses and now stand ready to continue their education with Six Sigma Green Belt Certification.

Photo at Right: Qualfon leaders present graduation certificates to employees in Dumaguete, Philippines 

With the new 301 graduates, Qualfon now has a total of 607 Leadership Academy certified leaders, marking a significant number that triggers a “cultural change effect on the company’s leadership,” according to Al Barrenechea, Qualfon’s University Director. “When employees go through Leadership Academy, Qualfon sees emerging leaders eager to dare to apply what they learned and further fulfill their vocations. This program is fundamentally transforming our leaders for the better. After our supervisors graduate a powerful shift occurs.”

“Our learners don’t want to just understand leadership skills, they want to live it, and we’re seeing that transformation as people apply their new knowledge,” said John Choi, Qualfon University Operations Coordinator. “We’re watching leadership training move from theory into real practices that make our supervisors and managers strong problem solvers and performance boosters.”

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October 10, 2016

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Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that a recent Nearshore Americas article highlights the “lesser known” positions of BPO chaplains (like Enrique de la Cruz, Qualfon’s Worksite Chaplain in Mexico City), calling them “vital role[s] in both developing team members and supporting them through rough times outside of the workplace.” Nearshore Americas, a leading business media and research organization, profiles Cruz’s day-to-day work and Qualfon’s interfaith chaplaincy program, demonstrating how chaplains can “touch the lives of employees” and ultimately “affect performance at work,” the article states.

Following in the footsteps of Cruz, the article sheds light on what work is like for a chaplain, but it also features chaplain training requirements as well as Cruz’s unique approach in making peoples’ lives better.

Cruz starts his day at the Qualfon interfaith chapel. “I stop here because it provides me with the serenity I need in order to provide care and assistance to the team. It’s very important for me to be able to transmit this serenity to others,” said Cruz in the article.

Read the complete Nearshore Americas article 

Qualfon’s Worksite Chaplaincy program has been implemented at contact centers around the world and with great success. In 2015, Qualfon chaplains performed more than 6,000 personal care sessions and roughly 500 visits to hospitals, funerals, and homes. Most Qualfon contact centers have a dedicated chaplain who has an office onsite and gets to know employees on a personal level. Chaplain care sessions are available 24x7x365 and offer guidance on issues such as relationships, stress, maintaining a healthy life balance, financial hardships, personal crisis, physical and substance abuse, as well as suicide and death. In addition to their years of experience, Worksite Chaplains receive extensive training and continuing education through the Qualfon Formation Center.

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October 3, 2016

cio-cherukuriQualfon, a mission-driven business process outsourcing (BPO) company and contact center services provider, announced the appointment of Prashant Cherukuri as Chief Information Officer (CIO). Cherukuri leads Qualfon’s information technology and computer systems that support enterprise goals. As CIO, he focuses on IT services and operations overseeing compliance, applications, and analysis.

Photo at Right: Prashant Cherukuri, CIO

Cherukuri brings over 20 years of experience leading IT initiatives and supporting growth in the BPO industry. He is a highly motivated and success-driven information technology executive with an exceptional record of driving new heights in productivity, profits, and customer satisfaction.

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