August 21, 2017

Press-Release-Guyana-Amazon-1-v2.1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will triple the size of its customer care operation that serves a global online retailer. Through the remainder of 2017, Qualfon plans to add 700 full-time associates as well as leadership and support staff to its Providence Campus in Guyana, South America. For Qualfon, the program expansion is a testament to the company’s operational excellence. For the retailer, the investment ensures high-quality customer service while diversifying its global footprint and expanding its capabilities during seasons of high demand.

“Our client is making additional investments in Qualfon Guyana, because of our top-level performance and our trusted growth plan,” explained Kim Carr, Client Relations Director, Qualfon. “They like the culture and native-English skills of the Guyanese people. Plus, the geographic location sits outside hurricane zones and diversifies their operational presence across other near-shore and off-shore destinations.”

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August 7, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, earned a new client in the property and casualty (P&C) insurance industry. In February, Qualfon’s contact center in San Antonio, Texas launched an inbound sales program designed to increase auto and homeowner policy revenue for its new regional insurance client. With sales performance more than six times higher than the goal, the Qualfon team quickly exceeded client expectations and is now poised for partnership growth.

“This client had never outsourced before and was seeking a partner with deep industry experience who could accelerate qualified sales lead optimization. Qualfon demonstrated P&C sales expertise, introducing a team of licensed professionals who knew how to identify areas of opportunity, cross-sell a book of business, and turn sales leads into new policyholders,” explained Bryan McCann, V.P. of Client Relations, Qualfon.

Qualfon leveraged more than 20 years of insurance industry expertise to design and launch the program in just two weeks. The proof-of-concept program quickly grew into a successful team managing more and more sales leads as well as expanding from auto policy sales into cross-selling homeowner policies.

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July 10, 2017

Carla Basa-Martinez and Misha Balajadia accepted the Quill Award on behalf of Qualfon Dumaguete

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, was recognized with a Philippine Quill award from the International Association of Business Communicators (IABC) Philippines. The award marks excellence in business communication and was presented to Qualfon during a special ceremony held on July 5th. Qualfon was honored for its leadership in communication training and education, particularly for its Near-Hire Program that helps people find employment by improving their communication skills. Considered as one of the country’s most prestigious awards in business, the Philippine Quill is the local counterpart of the IABC’s Gold Quill Awards.

“Qualfon Dumaguete stands tall today, knowing that our training programs and efforts to enhance communication skills are considered among the best in the country. Qualfon works diligently to adhere to communication best practices and celebrates the leadership it helps our company and our community achieve. Thank you to the awards committee for this top honor,” said David Bruce Jackson, Site Director, Qualfon Dumaguete.

Photo at Right: Carla Basa-Martinez and Misha Balajadia accepted the Quill Award on behalf of Qualfon Dumaguete

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July 3, 2017

Qualfon Cebu Family Day 2017 - 2 Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, hosted a Family Day festival, during which 3,819 employees and their families enjoyed a day of fun and games. The event celebrated Qualfon Cebu’s 11th year in operation and was held in Garden Bloc, IT Park, just a few blocks away from the Qualfon Cebu contact center.

Echoing Qualfon’s company mission to “be the best BPO and make people’s lives better,” the theme for this year was: “Together as a family, we make people’s lives better.” Employees donned commemorative t-shirts with the phrase “11 years of making people’s lives better.”

“After days of rain and a long week of changing weather conditions, the sun broke through the clouds just as the gates of Family Day opened. The event was able to push through without a hitch,” said Aimee Sibul, Mission Manager, Qualfon Cebu.

Photo at Right: As part of Family Day, more than 150 supervisors and employees participated in a Zumba dance exercise activity 

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June 26, 2017

Top to Bottom: Qualfon employees from Coeur d'Alene, Manila, Fort Collins, and management earned the top sales trophy

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, received an award from a client for being the top performing inbound sales partner during the first half of 2017. On June 14th, a client in the entertainment industry presented Qualfon operations managers with the Mid-Year Spotlight Award, recognizing the team’s leadership in sales performance. Qualfon is one of 14 outsourcing partners who competes for the client’s business and was publicly applauded by executives and channel management leaders during a partner conference in Florida.

Jesse Falero, Qualfon’s V.P. of Client Relations, and Jamil Ahmad, Qualfon’s Director of Client Relations, received the award, noting that the praise should be directed toward all the sales agents who serve prospective customers on behalf of the entertainment company. Qualfon sales agents located in Manila, Philippines, Fort Collins, Colorado, and Coeur d’Alene, Idaho, serve the client program, which initially launched in Fort Collins in March 2015 and later expanded into Coeur d’Alene in Q4 2015 and Manila in Q2 2016.

Picture at Right (from top to bottom): Qualfon employees from Coeur d’Alene, Manila, Fort Collins, and management earned the top sales trophy

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June 19, 2017

PostEvent-Guyana-Campus-Expansion-RevosliderQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, was publicly commended by Guyana’s Minister of Public Telecommunications and Minister of Business for its investments in the South American country of Guyana. Congratulatory messages were delivered during a campus expansion celebration marking the opening of the second of three contact center facilities planned at the 10-acre Providence Campus.

“I want to congratulate the company on completing another phase of this expansive project. I also want to commend Qualfon on its exemplary track record in Guyana,” said the Honorable Dominic Gaskin, Minister of Business, Republic of Guyana, as he pledged continued support for Qualfon.

The Honorable Catherine Hughes, Guyana’s Minister of Public Telecommunications, said the government remains confident in Qualfon and acknowledged the company mission to “Be the best BPO. Make people’s lives better.” “The focused approach you take every single day to your purpose and to this country is very notable indeed. We express our gratitude,” she said. “Our prospects right here in Guyana are amazing. With the anticipated influx of investors and business partners . . . the immediate future looks good for you and us.”

Known as one of the largest contact center campuses in the world, Qualfon’s Providence Campus now features a new contact center, adding 55,000 square feet and 992 more workstations. By doubling its operational footprint at the campus, Qualfon makes way for an estimated 2,200+ job opportunities, 800 of which are expected by the end of 2017. The campus also offers an interfaith chapel, healthcare clinic, as well as “green” features that make it environmentally sustainable.

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June 12, 2017

By Kaycie Miller

Day-of-Service-in-Liberty-Lake-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and employees in its Liberty Lake, WA contact center participated in multiple community service projects as part of a Day of Service event focused on celebrating the first of Qualfon’s seven STRIDES values: Service.

On May 25th, more than 50 employees participated in the Comic Relief Inc. Red Nose Day, raising money to end child poverty one clown nose at a time. In addition, an onsite pet adoption with the Spokane County Regional Animal Protection Service (SCRAPS) found homes for pets through the Qualfon employee network. Last but not least, employees donated over 100 pounds of food to the Second Harvest Food Bank and donated blood to the Inland Northwest Blood Center.

Photo at Right: Celebrating Red Nose Day, Qualfon Liberty Lake employees sport colorful snouts

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June 5, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported that it now has 1,109 employees who have earned Six Sigma Green Belt certification. The achievement marks forward progress in Qualfon’s effort to certify every supervisor and leader in Six Sigma best practices for process improvement.

“With more than 1,100 green-belt-certified employees, Qualfon has established a leadership culture that is unique in the industry. We’re not aware of any other BPOs that have made this across-the-board commitment to Six Sigma. But at Qualfon, it has sparked an organizational mindshare around standard processes for continuous improvement in our contact centers,” said Al Barrenechea, Director of Qualfon University.

Qualfon recently exceeded 90% attainment of all client KPIs (Key Performance Indicators), and company leaders attribute that success at least in part to the global infusion of Six Sigma practices. Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years, since the Six Sigma and Leadership Academy initiative was put into place.

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May 29, 2017

Nearshore Americas CX Guyana 2017 EventQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will offer a tour of its Guyana Providence Campus as part of the Nearshore Americas CX Guyana 2017 trade mission, June 7-9. The invitation-only event is designed to familiarize potential investors with the BPO industry in Guyana and offer discovery tours of local contact center operations, including Qualfon’s 10-acre campus.

Nearshore Americas explained the demand for the event with this statement: “Over the last few years, Guyana has emerged as one of the hottest new entrants in the Nearshore BPO services space. This rise is not surprising. Guyana’s English-speaking population, affinity for U.S. culture, and low-cost business climate combine to make it an intriguing new option for global business services decisions makers.”

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May 22, 2017

Qualfon GiveAtWork Website

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is offering new avenues through which employees can volunteer their time to support non-profit organizations and charitable causes. The new Give@Work website provides access to an extensive network of virtual community projects where employees can lend a hand—anytime, anywhere, and for any length of time.

“Volunteerism appeals to our employees, but many find themselves unable to follow through due to time constraints, commitment requirements, and the burden of travel. So, we’re working to remove those barriers and make it easy to make a difference in the world,” explained Roberto Sanchez Mejorada, Chief Mission Officer, Qualfon.

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