May 12, 2017

Qualfon Guyana Providence CampusQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will hold a celebration and ribbon cutting ceremony to mark the expansion of its Providence contact center campus in Guyana, South America. On Wednesday, June 7th at 9 AM, Qualfon will unveil the second of three contact center facilities planned for the campus and highlight the growth of its mission to “Be the best BPO. Make people’s lives better.” When complete, the campus will sprawl 287,000 square feet. Qualfon continues to invest in Guyana because its native-English-speaking population and competitively priced services are unique in the global outsourcing market.

Photo at Right: An aerial view of the 10-acre Qualfon Providence campus shows the blue roof of the newly constructed contact center. This second facility creates the opportunity for an estimated 2,200+ jobs (double shift, at full capacity).

“Known as one of the largest contact center campuses in the world, our newest facility doubles the campus operational footprint, adding 55,000 square feet and 992 more workstations. We’re very excited and honored to lead the Guyana BPO industry growth through our mission and will continue to showcase this country as a premier outsourcing destination,” said Mike Marrow, CEO, Qualfon.

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May 8, 2017

By Kaycie Miller

Qualfon Support for 2040 Cuatro Cienegas PlanQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and several employee volunteers spent one week in Cuatro Cienegas, Coahuila, Mexico assisting the local community with a variety of service projects. The effort supported the Cuatro Cienegas 2040 Plan which, much like Qualfon’s company mission, aims to make peoples’ lives better.

Eight Qualfon volunteers and five of their family members spent Holy Week in Cuatro Cienegas, painting a chapel and assisting with medical care. The team worked largely in partnership with the Juventud y Familia Misionera, an international organization of Catholic youth and families that has been supporting Cuatro Cienegas for many years. Qualfon has been regularly assisting with the plan, and the April trip is one of the largest employee group efforts thus far.

Photo at Right: Volunteers Lyman Baete, Kassandra Romo, Brooke Skurupey, Jason Skurupey, Alicia McMichael-MGyamfi, Kaycie Miller, and Madell Kennedy stand outside the freshly painted chapel in Cuatro Cienegas, Mexico

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May 1, 2017

FT Collins slide 1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has 150 employment opportunities that it aims to fill very quickly. The contact center job opportunities include customer service and inbound sales positions serving some of the largest consumer brands across multiple industries. On-the-spot interviews will be held on at the job fair event.

When: Tuesday, May 9th, 8 a.m. to 5 p.m.
Where: Courtyard Marriott
, 1200 Oakridge Dr. Fort Collins, CO 80528

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April 26, 2017

Qualfon Group PresidentsQualfon, 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:

  1. Group President Structure: Strategic business units, led by Group Presidents, are laser-focused on each client’s business
  2. Weekly KPI Call: A detailed executive review of 394 client KPIs
  3. Qualfon Operational Model: A rigorous, monthly audit of all operational processes and deliverables
  4. 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

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April 24, 2017

Coaching for Growth LogoQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that its Coaching for Growth implementation process is making a positive impact on performance metrics within Qualfon’s operations and client programs. The coaching process was implemented across three different client accounts in Texas, Colorado, and Mexico, spurring increases in overall quality scores and other performance metrics. These preliminary results have leaders across the operations and training departments excited to expand the practices in additional contact centers and client accounts.

“This is now a proven concept. From here, it’s all about rinse and repeat,” said Kathy Flowers, Qualfon’s Global Qualfon Director of Learning & Development, who explained that the team is eagerly learning from the initial pilot to make enhancements and additional investments.

The Coaching for Growth model was developed by Qualfon, and the instruction is designed to give supervisors, operations managers, and other leaders best practices for coaching subordinates. The model itself is not new to Qualfon. For the past several years, the company has been teaching its principals in Leadership Academy courses. But now, the model comes with an implementation process that helps leaders build action plans around it, making it easy to operationalize the teachings in the contact center environment.

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April 17, 2017

Qualfon Anniversary CelebrationQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has a CEO who is personally dedicated to signing every employee anniversary letter. That amounts to roughly 1,000 letters every month. Like most CEOs, Mike Marrow is a busy executive, but he is not too busy to demonstrate his appreciation to Qualfon employees—all individually.

“My effort to sign every anniversary letter comes nowhere near the effort our employees put into their jobs every day. I am honored and privileged to thank them for their dedication to Qualfon, our clients, and our clients’ customers,” replied Marrow, when asked why he feels it is important to uphold this tradition—even as the company continues to grow.

Photo at Right: Employees from around the world celebrate their work anniversary, displaying letters from CEO Mike Marrow

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April 10, 2017

Philip Cook Site Director Qualfon HarlingenQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced the appointment of Philip Cook as Site Director to lead the contact center in Harlingen, Texas. Cook will oversee operations and administrative activities and will have responsibility for all client projects within the site.

Cook brings more than ten years of contact center sales and operations experience to the organization. Most recently, he served as Call Center Director for All West Call Centers, managing 120 different clients across two different contact centers. Prior to that, Cook managed centers at other BPO companies and worked with numerous Fortune 100 clients. In 2016, Cook’s centers earned the #1 contact center rating by Top Ten Reviews.

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April 3, 2017

Frost and Sullivan CCEast Event SlideQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will lead an interactive session addressing the human side of customer management during this year’s Customer Contact East 2017, a Frost & Sullivan Executive MindXchange event to be held on April 23-26 in Orlando, Florida.

The breakout session, The Human Side of Customer Management: Caring for the Customer as a Person, is a 60-minute exploration into how contact centers care for customers as real people, adding the human factor into every interaction. Kristi Walsh, Senior Vice President of Client Relations at Qualfon, will facilitate the discussion, sharing lessons learned and best practices for creating meaningful exchanges with each person. The session will be held Monday, April 24th at 10:20 AM Eastern.

Key Take-Aways:

  • Guide to understanding the customer perspective
  • Techniques for building an agent-empowered environment and instilling empathy throughout your organization
  • Tools for providing a multi-channel and individualized experience that serves personal needs

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March 27, 2017

Qualfon Online Fun ClubsQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is now offering Fun Clubs online where employees from across the globe can engage with others who have like interests. The new online Fun Club platform helps Qualfon include employees who work remotely and cater to traditional office employees who feel virtual interactions are a better fit their lifestyle.

“As a global company with 13,000 employees spread across four countries, we recognized that we weren’t maximizing our opportunity to reach everyone. Many of our remote employees were reaching out to me asking how they can get involved. That is when the idea of online clubs started taking shape,” explained Jason Skurupey, Corporate Missions Project Manager at Qualfon.

On March 2, 2017, Qualfon launched is first set of online Fun Clubs, which cover topics including photography, cooking, health, books, virtual museum tours, and TED Talks (a National Public Radio podcast and show). While some of the online clubs are duplicates of the most popular face-to-face or onsite clubs, many are new and exclusive to the online platform. Member numbers are increasing every day.

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March 20, 2017

You Matter With Mike Survey2Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, uses a bi-weekly employee survey to make prioritized improvements in the workplace. After three years of maturity, the survey has opened lines of communication, enabling Qualfon to effectively capture, share, and respond to employee feedback.

Called the You Matter with Mike survey, this one-question poll keeps a finger on the pulse of employee satisfaction and routes information from 13,000 employees to the desk of CEO, Mike Marrow. Feedback is then shared across the organization to ensure suggestions are turned into action plans for improvement.

“I don’t know any other company with this type of employee feedback channel. Mike and the executive team take the time to stop and listen to our employees, which makes it much easier for Qualfon to make improvements,” said Qualfon’s Chief Mission Officer, Roberto Sanchez Mejorada. The Mission Office is responsible for executing and managing the survey.

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