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.
“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.”
Photo at right: Qualfon Presidents, Christina Morris, John Yanez, and Abelardo Cruz, play critical roles in helping Qualfon achieve high KPI performance
“Delivering on client KPIs is the foundation for keeping our commitments, and it serves as the basis for what’s important to our clients and their customers,” said John Yanez Qualfon President.
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