September 16, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, is creating a shared library system for employees at each of its contact centers around the globe. This free service, called the Book & Video Club, allows all employees to check out books, movies, magazines, and audio books at the contact center and simply return them when they are due. The program is already active in Deposit, New York and Monterrey, Mexico and will be rolled out to Qualfon’s other contact center locations by the end of the year.

“We created this library of formative material in an effort help our employees and their families grow continuously,” said Roberto Sanchez Mejorada, Qualfon’s Chief Mission Officer. “Learning is a lifelong quest, and Qualfon is a company dedicated to helping our people enrich themselves. Around the globe, we are actively building programs and working to advance employee’s skills in the areas of management, leadership, writing, language, as well as health, wellness, and family support. The Book & Video Club supports that effort and is just one more way that Qualfon is making people’s lives better.”

The Book & Video Club started after a campaign that asked employees to donate books, magazines, and educational DVDs, and it continues to function on the generosity of employees. “It was Mike Marrow’s vision and the drive of Oswaldo Reyes that made this project become a reality in all our centers throughout the world,” said Sanchez Mejorada. “We owe them our thanks and appreciation.”

In the future, Qualfon will expand the program with social opportunities for employees to meet with other readers, share what they have learned, and make reading recommendations.

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been serving our BPO clients since our founding in 1996, and today, we are 10,200 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our employee tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower employee attrition and strategic locations enable us to provide our services at a lower cost.

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September 9, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, and its employee volunteers are working to make the streets of Guyana a little safer for pedestrians.Qualfon Guyana Makes the Streets a Little Safer

Qualfon employee volunteers painted the pedestrian crosswalk on the East Coast Highway, in front of Qualfon’s contact center. The bright white crossing serves as a reminder for cars to yield to pedestrians and makes walking in the area easier on Qualfon employees and the general public.

“There is a lot of traffic in this area, and it is Qualfon’s mission to take care of our employees and all of the pedestrians in our immediate area,” said Mark Boyer, Site Director for Qualfon Guyana. Qualfon’s company mission is to be the best BPO and to make people’s lives better. “Our priority is to ensure safety and security in our community. This is another testimony of how Qualfon is taking care of people as they commute to and from work and go about their daily lives,” he said.

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been serving our BPO clients since our founding in 1996, and today, we are 10,200 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our employee tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower employee attrition and strategic locations enable us to provide our services at a lower cost.

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September 4, 2013

Qualfon, a leading global business process outsourcing (BPO) provider, held a groundbreaking ceremony today to celebrate the start of construction on one of the largest contact center campuses in the wQualfon Georgetown Guyana Contact Center Campusorld. This new state-of-the-art, multi-building campus will expand Qualfon’s capacity in Guyana and bring an estimated 6,000 new jobs over the next five years. Guyana is a former British colony and a native-English-speaking country located on the Northern coast of South America.

Watch the facility overview video on YouTube

Qualfon is making a major investment in Guyana, because it is a country that is well suited to serve the contact center industry. “Qualfon’s largest market is serving customers in the United States, and Guyana understands Americans. They speak the same native-English language and watch the same TV. In addition, they have a diverse and welcoming culture that is unique in the world,” said Mike Marrow, Qualfon CEO. “That’s why we have decided to heavily invest in Guyana and build one of the largest contact center campuses in the world.”

The multi-building facility will be built at East Bank Demerara, near the National Stadium, top hotels and Georgetown’s newest mall. It will accommodate 3,500 seats. In addition to the initial contact center, construction plans include an administration building as well as a second operations center.

Qualfon contracted with FRE Resources to build the campus, which will feature:

  • Solar power panels and “green” building materials
  • An indoor/outdoor cafeteria
  • An interfaith chapel
  • An onsite waste water treatment facility
  • Back-up generators
  • A water pond and landscaping
  • Parking and designated pick-up and drop-off areas

Qualfon has been operating in Georgetown since 2005 and is the largest private employer in the country of Guyana. Qualfon provides award-winning services to clients and their customers with the average employee tenure of 28.8 months and an average monthly attrition rate of 5.45% in its facilities in Guyana. “Guyana provides one of the most compelling offers in the BPO industry. With its competitive prices and native-English language, as well as Qualfon’s low attrition rates, Guyana is a great alternative to India and a strong complement to the Philippines,” said Bob Dechant, Chief Sales and Marketing Officer at Qualfon. “Qualfon’s investment in a new 3,500-seat contact center campus represents a concrete sign that Guyana is a premier new location for the industry and that Qualfon believes in the future of Guyana.”

“Qualfon is proud to be investing in the future of Guyana and bringing customer service, sales, technical support, and related management jobs to the local communities,” said Marrow. “Guyana is the ideal location for our business due to the country’s U.S. and Latin American proximity, native-English-speaking population, high-caliber workforce, and its dedication to building economic strength through more industry diversification. Our expansion here is due in large part to the support we have received from the Guyanese Government and the Go-Invest organization. These partnerships have helped us justify further expanding our presence.”

“The Government of Guyana recognizes and appreciates the work being done by Qualfon in providing jobs for hundreds of our people,” said Donald Ramotar, President of Guyana.

“We have found this company to be a significant and reliable partner,” said his Excellency.

“We see our joint efforts are helping to create new industries and providing greater services based on the new Information & Communication Technologies. This augurs well for the future,” said his Excellency.

About Qualfon

Qualfon is a global provider of call center, back-office, and business process outsourcing (BPO) services. Since 1996, Qualfon has delivered a strategic advantage for billion-dollar companies around the world. Today, we have 10,000 employees across six countries, including the Philippines, Guyana, Mexico, Costa Rica, the U.S.A, and China. Our mission is to “be the best BPO and make people’s lives better.” Qualfon invests in employees, their families, and our communities. As a result, Qualfon achieves employee tenure rates two times higher than the industry average. Leading the BPO industry in employee tenure is the secret to our high-quality services and disruptive pricing.

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August 26, 2013

Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce the addition of Scott A. Whitesell as the Vice President of Operations for Qualfon Data Services Group (DSG). Qualfon DSG is the back-office processing division within Qualfon.

Mr. Whitesell is a dynamic executive with a history of leading top-performing operations in both the mortgage and vendor management industries. He has a strong operational understanding of back-office outsourcing and will lead Qualfon DSG’s global operational excellence. Mr. Whitesell will report directly to Pete Lutz, Sr. Vice President of Qualfon DSG.

In previous roles, Mr. Whitesell has led operations teams for companies including Lender Processing Services, Service Link (a division of Fidelity), and Citigroup. He has vast experience in operations management and process efficiency with a track record of maximizing results and delivering high quality services.

With a Bachelor’s degree in business administration from Bowling Green State University in Ohio and an educational concentration on Production and Operations Management, Mr. Whitesell is a great addition to the Qualfon family.

“Scott’s qualifications are some of the best in our industry,” said Pete Lutz, Sr. Vice President of Qualfon DSG. “With his history of optimizing operations and delivering top-quality services that strengthen client relationships and customer satisfaction, Scott will help further differentiate Qualfon DSG in the back-office processing market and help continue to fuel its growth. Now more than ever before, Qualfon DSG is better positioned to deliver greater value to the clients we serve.”

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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August 19, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, dedicated a day of volunteerism at the San Judas Tadeo Shelter in Mexico City. More than 20 employees from Qualfon’s Mexico City location volunteered to clean the shelter and spread some cheer among the 60 residents there. San Judas Tadeo provides basic needs to the elderly and those who have been abandoned by their families or cannot support themselves. Qualfon Mexico Makes the San Judas Tadeo Shelter Shine

While Qualfon volunteers mopped, dusted, and deep cleaned bathrooms, bedrooms, and community spaces within the shelter, other employees put their skills to good use. For instance, Dolores Torres, Qualfon’s Foundation International Director, offered free haircuts for the residents. Other volunteers such as Alejandra Romero, Qualfon’s Corporate Operations Officer, organized games and offered friendship through conversation and healthy snacks.

“Qualfon’s mission is to make people’s lives better, and this project achieved that by brightening the homes and lives of our community members at San Judas Tadeo,” said Manuel Marquez, Manager at Qualfon’s Mexico City contact center.  But the volunteers also benefitted from these efforts. “The residents of San Judas Tadeo have unique life experiences and valuable lessons to share, and we spent time with them to hear their stories. At the end of the day, volunteers had a great experience and learned some incredible life lessons at the same time,” said Marquez.

This shared sense of value is exactly what Qualfon and its mission seeks. “The purpose of Qualfon is not only to take care of our clients and their customers, but also to make the lives of people better both inside and outside our organization,” said Roberto Sanchez Mejorada, Chief Mission Officer at Qualfon.

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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August 12, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, provided school supplies to the Albert Scheitzer Familienwerk Foundation, a local orphanage, to support 64 elementary, high school, and college age students.Qualfon Cebu Gives School Supplies to Local Orphanage

The Albert Scheitzer Familienwerk Foundation, also known as “Children’s Haven,” is a non-profit organization that focuses on helping abandoned, neglected and exploited children, women, and others by providing shelter and other basic needs.

This is the second time that Qualfon Cebu has organized an outreach program of this kind for the Albert Scheitzer Familienwerk Foundation. More than 30 Qualfon employees volunteered to donate funds and deliver the supplies to the orphanage. The day’s events included a presentation led by the students, snacks, games, and pictures.

“It’s been a blessing to help an organization that is committed to building young people’s educational opportunities and capabilities to become self-sufficient, self-reliant, and self-propelling,” said Joslyn Canon, Call Center Manager at Qualfon Cebu. “With the dedication of Qualfon Cebu Gives School Supplies to Local Orphanage 2our employees and their generous donations, we are hoping to continue these efforts and touch even more people’s lives.”

About Qualfon
Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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August 6, 2013

Dumaguete, Philippines – August 6, 2013 – Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, launched a Worksite Chaplains program to make experienced chaplains and their services available to all employees at the Dumaguete contact center location.Dumaguete Chaplaincy Program

The free Worksite Chaplains program puts interfaith chaplains with three to five years of work experience inside Qualfon’s contact center and provides nearly 3,000 employees access to counseling, support, mentoring, and professional advice. Worksite Chaplains perfectly understand Qualfon´s mission, values, and the nature of contact center work. Dumaguete Chaplaincy Program

These individuals speak in confidence with employees to offer:

  • In-Person 24x7x365 Crisis Care
  • Worksite-Based Assistance
  • Addictions Support
  • Bereavement Care & Funerals
  • Marriage Preparation
  • Stress Reduction Strategies
  • Suicide Intervention
  • Hospital and Prison Visitations
  • Specialized Referrals
  • Customized Workshops
  • Permission-Based Spiritual Care
  • Life Coaching and Prayer Support

The Worksite Chaplains program is focused on these principles:

  • Person-Based: Developing the intelligence, will, and capacity to love every individual
  • Integral: Approaching human beings holistically—mind, body, and spirit
  • Balanced: Promoting a balanced life—work, family, and community
  • Inclusive: Enhancing diversity and unity
  • Interfaith: Based on shared values from religions around the world, ecumenism, and inter-religious dialogue

“As far as we know, this program is unique in the Philippines and is the first of its kind in Dumaguete,” said Roberto Sanchez, Qualfon’s Chief Mission Officer. “We are confident that chaplaincy services will bring great benefits to our employees and their families and will support our strategic approach to enrich the lives of our people and build a more caring, productive, and successful company.”

As a company, Qualfon accepts the fact that life at every level of the organization comes with personal challenges and times of crisis that can be distracting at work. “With the support of these highly trained professionals, Qualfon is investing in the well-being of its people. Following the direction of our company mission, we’re working to create a total workplace—where employees can pursue their career goals and also gain access to the tools and support systems they need to overcome personal challenges and live better lives,” said Sanchez.

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

 

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July 30, 2013

Cebu, Philippines – July 30, 2013 – Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, provided volunteers and a free workshop to improve English skills and job readiness for the people of Cebu, Philippines. The workshop was offered as part of ABS-CBN’s annual Halad sa Kapamilya event, which celebrated the major TV network’s anniversary with Qualfon Cebu Offering for Familiesfree services to benefit children, the elderly, and families within their community. Halad sa Kapamilya means “family offering” in English, and the event provided basic medical care as well as a one-stop-shop to promote health, wellness, and family support.

Many local doctors and lawyers offered free consultations, and Qualfon sent a group of nurses and more than 12 employee volunteers to support ABS-CBN’s efforts. Qualfon’s English Skills and Job Readiness workshop was held at the Cebu Technological University and gave attendees tips and guidance for those wanting to improve their English language proficiency or secure a position in a call center.

Qualfon Cebu was the only BPO and call center company invited to support the event.  “Typically ABS-CBN only invites public entities and private corporations such as hospitals and private practitioners, but this year, they invited Qualfon to participate,” said Joslyn Canon, Call Center Manager for Qualfon Cebu. “ABS-CBN and Qualfon have worked together a lot lately in supporting charitable events around the city, and we are fostering a humanitarian partnership with ABS-CBN to multiply our impact on the people of Cebu. Qualfon’s mission is to be the best BPO and to make people’s lives better, and this was an opportunity for us to invest in people and in our local community.”

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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July 22, 2013

Dumaguete, Philippines – July 22, 2013 – Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, celebrated its 3rd anniversary at the Dumaguete call center location with field games, finger foods, and more. Employees and their families were invited to the anniversary festivities, which included fair games, free food, a swap meet, music, and entertainment. The theme of the event was Palarong Pinoy. Pinoy games are traditional Filipino games commonly played by children.

Qualfon employees kicked off the event with a choreographed dance to the song “Viva El Amor” by The Pretenders.  Field games included a sack race, a variety of relay races, and tug of war. Children enjoyed a giant trampoline, while others captured memories in the photo booth, sampled fair food, and browsed small items for sale at the employee swap meet.

Qualfon Dumaguete 3rd Anniversary Dancers“Qualfon Dumaguete’s anniversary celebration was a way to recognize how much we have accomplished in the past three years,” said Scott Warner, Site Director at Qualfon Dumaguete. “We wanted to recognize our employees and their personal contributions to our achievements and give thanks to them for their hard work. Our employees are the cornerstone of our success, and these activities celebrated them and our mutual partnership in delivering high-quality services to Qualfon clients.”

Qualfon Dumaguete 3rd Anniversary Sack RacersQualfon Dumaguete chose a fair-style event because it offered a fun and relaxing environment for employees and their families. “Families were specifically encouraged to attend our celebration because we believe that family support is critical for employees to maintain a healthy work-life balance,” said Warner. “As a company, Qualfon takes intentional strides to ensure employees can achieve healthy and balanced lives enriched by a sense of strong community.”

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO, Making People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

 

 

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July 17, 2013

July 17, 2013 – Georgetown, Guyana – Qualfon, a leading global business process outsourcing (BPO) provider, continues to invest in the education of its employees with new Spanish classes for call center agents in its Georgetown, Guyana location. Guyana is the only English speaking country in South America and is still part of the British Commonwealth.  The free Spanish classes are provided by Qualfon University and are in response to the overwhelming employee interest in learning the language.

Approximately 75 employees Qualfon Guyana Spanish Classesare enrolled in the intensive Spanish program. Employees attend a one-hour class two days each week. The nine-month long program includes three levels of Spanish classes and offers employees individual attention with a teacher-student ratio of 1 to 20.

Qualfon University provides a variety of training and educational courses for Qualfon employees. The program aims to enhance employees’ knowledge and talents in order to create a latter of career opportunities and ultimately make people’s lives better. Qualfon University focuses on advancing skills in the areas of management, leadership, writing, language, as well as extra-curricular activities for health, wellness, and family support.

“Bilingual call center employees are in high demand and earn more money, which makes this a career growth opportunity for our employees,” said Mark Boyer, Site Director at Qualfon Guyana. But the benefit is twofold. “In addition, these Spanish skills expand the potential of our workforce and Qualfon’s business capabilities. With Guyana so close to the Latin American region, Spanish skills are very valuable and are an attractive offering for our clients,” said Boyer.

Qualfon continues to support long-term strategies to deliver educational classes and improve the quality of life for employees. Business leaders at Qualfon Guyana are already planning additional health and fitness classes.

About Qualfon

Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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