December 27, 2012

Guyana – December 27, 2012 – Qualfon Guyana hosted its first tree lighting and recognition ceremony on the lawns of the Qualfon Beterverwagting location in December. Qualfon is a leading business process outsourcing (BPO) and call center service provider and is a company committed to taking care of its customers, its people, and its communities.

The tree lighting ceremony was a celebration for Qualfon employees and an event to help support local community organizations. The event was inaugurated with welcome remarks by Country Manager Luanna Persaud, followed by steel pan renditions from the boys at St. John Bosco’s, as well as the girls from St. Ann’s, who thrilled the audience along with the Qualfon Guyana Choir.

Alejandra Romero, Qualfon’s Chief Operating Officer, recognized Qualfon employees and thanked them for their contributions and achievements.

The event concluded with the lighting of one of the tallest Christmas trees in Guyana, after which, Qualfon Foundation team members distributed gifts to the children of local orphanages.

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December 17, 2012


Dumaguete, Philippines – December 17, 2012 –  Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced that it is actively seeking to hire over 400 new customer service agents for its Dumaguete, Philippines customer contact center.

Qualfon’s current hiring program in Dumaguete will support current clients through the remainder of 2012 and beyond. Qualfon is looking for applicants with prior contact center service experience, but will consider candidates with customer service expertise outside of the call center industry. Interested parties can apply in person by contacting Thirdy Teves, +63-35-421-0413, or by visiting

“We are honored to support local job growth and stability and to provide this quality work facility for both our existing and new people,” said Scott Warner, Site Director, Qualfon Dumaguete. “The value of Qualfon is our people. We are the preferred contact services outsourcing provider for our clients because we offer highly engaged people who provide an outstanding customer experience. We provide our clients a full range of care, sales, and retention services that deliver a performance higher than direct competitors and with significantly lower turnover rates. At Qualfon, we care for the entire person and have special programs to support our people, inside and outside of work.”

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December 14, 2012

Wagner exceptional fit for Qualfon’s strategic expansion

Boston, MA – December 14, 2012  – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the appointment of Chris Wagner as Vice President of Business Development

Chris Wagner brings over fifteen years of experience in Business Development and Sales. He has spent this time in key roles developing sales and partnerships with several Fortune 1000 companies.

“Qualfon has a strong track record of customer care growth and operational leadership.  Chris’s reputation for professionalism and sales execution made him an exceptional fit for what is an important strategic expansion for our company.  He brings a wealth of BPO expertise to his new position including his abilities to form deep client relationships, build strong differentiated solutions and align client strategies with operational goals, said Robert Dechant , Chief Sales and Marketing Officer, Qualfon. “He is an innovative and entrepreneurial strategist whose unique diversity of experience will bring significant value to our clients.”

Wagner has held key positions with well-known firms including Convergys, Packard-Bell NEC, Alorica,  InfoCision, and ACCENT Marketing. He also owned his own company, where he built and sold one of the world’s first SAAS CRM solutions.  He has built strategic partnerships and new channels of distribution sound market leader with over $80 million in highly profitable sales.  He graduated from Brigham Young University with a Bachelor of Arts Degree in English Literature and an MBA specializing in Organizational Development with an emphasis in BPO strategies.

“I am honored to be joining Qualfon. I’ve been in the industry a long time and when I decided to make a change I wanted to be with the company that offered the best services for my clients. Qualfon is a customer focused, values centered company with a track record of operational leadership,” said Wagner.

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December 7, 2012

Guyana – December 7, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider announced Qualfon Guyana was awarded the GMSA President Award for ‘Improving and Expanding an International Marketing Service & Community Development’ at the  GMSA Annual Awards and Presentation Dinner hosted at the Pegasus Hotel Georgetown on November 29, 2012.

“It is quite an honor to be recognized by the Guyana Manufacturing and Services Association with the President Award for ‘Improving and Expanding an International Marketing Service & Community Development’.  This is the 2nd consecutive year we have received the President Award,” said Luanna Persaud, Country Manager, Qualfon.   “Receiving this award validates our mission and commitment to our employees, and the community of Guyana by creating an ever growing number of job opportunities.  We are honored to be recognized as an industry leader.”

In attendance were key members of the Guyana Private Sector and Government Functionaries such as the Prime Minister & Acting President at the Moment along with Honorable Minster of Finance Dr. Ashni Singh. The Minister of Finance delivered the feature speech.

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December 4, 2012

Teaming Agreement to Provide BPO Solutions to Clients

Boca Raton, FL – December 4, 2012 –  Qualfon, a leading global business process outsourcing (BPO) provider with proven LATAM contact center experience, is partnering with Aditya Birla Minacs to provide customer service and BPO solutions from Qualfon’s Mexico City location.  Minacs (subsidiary of Aditya Birla Nuvo), a global business solutions company, will provide customer support services in English and Spanish to Minacs’ clients in North America.

Qualfon’s current operations include more than 10,000 employees across Mexico, Costa Rica, Guyana, and the Philippines. The 600-seat Mexico City center will offer a wide range of facilities to employees in a world-class working environment. Senior Minacs executives will provide leadership onsite to ensure the delivery of a world-class service experience to customers.

“We are pleased to be working with such a respected company like Minacs and to support its high quality customer lifecycle solutions,” said Mike Marrow, the Chief Executive Officer (CEO) of Qualfon. “Minacs’ customized client solutions based on its deep domain expertise in its focus industries, combined with Qualfon’s LATAM experience and our highly-engaged and highly-tenured workforce will indeed provide superior solutions for clients and their customers.”

Commenting on the new partnership with Qualfon and the focus of the Mexico City delivery center, Anil Bhalla, COO, North America and Europe at Minacs said, “With this new center, we are strengthening our LATAM presence and solution offering to add to Minacs’ presence in Jamaica and the Dominican Republic. This enables our clients to be even closer to their customers. Combined with Minacs’ Value Partnering strategy, our Mexico location will ensure that we better support the achievement of business outcomes that our clients are seeking. Qualfon is a highly respected outsourcing services provider in the LATAM market, and we are delighted to partner with them. I am confident that the synergies between our two companies will deliver immense value to our clients.”

With the addition of the Qualfon service delivery center and its expertise in the region, Minacs expands its operational base in Central America and offers its clients the unique benefits of high-quality, Mexico-based support.

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November 27, 2012

Guyana – November 27, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, announced the celebration and recognition of its 7th anniversary of operations in Guyana.  In November 2005, Qualfon first launched commercial operations in Guyana with only 50 employees.   From those modest beginnings, Qualfon has grown to over 1,500 employees in the Guyana Site.

“We are proud of the work that we have completed together with our employees and customers over the past 7 years and we look forward to continuing this growth over the decades to come.  Our mission is to help as many people as possible pursue their total vocation as individuals and as members of society by creating an ever growing number of job opportunities as we strive to become the outsourcer of choice for our clients.  What makes our mission unique is we are dedicated to being the best provider because we value success with people more than financial success,” said Luanna Persaud, Country Manager, Qualfon.


“We are currently one of the largest private employers in Guyana.   Our people volunteer thousands of hours annually on a variety of programs including House Building and Community Development Projects, Programs to Support Kids and the Elderly, Free English and Computer Courses, Medical Missions, Environmental Clean Up and Tree Planting.  Our people are highly-engaged because we value them.  In return they do great things for customers, their friends and families, and their communities. Since our people are highly-engaged, they offer a better customer experience,” continued Persaud.

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October 19, 2012

Qualfon Announces Free Computer and English
Enhancement Training Program for the Community

Our goal is to help others obtain these skills and give back to the community

Guyana – October 19, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced a new free Computer and English Enhancement Training Program for the community.

This program provides free English training including; sentence structure, grammar, vocabulary, American pronunciations, effective listening & communication skill training.   In addition, participants will receive computer training including; computer hardware, Word, Excel, and Access.

“Qualfon is thrilled to offer this new training program.  At Qualfon, we have a values centered culture focused on people.  Our goal is to help others obtain these skills and give back to the community by promoting Computer and English training,” said Luanna Persaud, Country Manager, Qualfon.  “These skills will better equip young people in their career paths and make them more up to standard for the evolving job market.  Our program is a 56 hour course that upon completion each participant will receive a Certificate. This is of tremendous benefit to the individual because they will have effective communication and computer navigation skills.   These are important practical skills required for daily interactions.”

The classes will be given to candidates for four consecutive weekends; from 9:00 a.m. to 4:00 p.m. at Qualfon – Lot 64 Industrial Site, Beterverwagting East Coast Demerara.

Interested applicants should contact Ms. Renita Ramlakan, Senior Recruiter at 220-3488 / 220-0401 – 03 and/or email  or

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August 30, 2012

Dechant Brings Extensive BPO and Sales Leadership and Expertise to Qualfon

Boston, MA – August 30, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced that it has appointed Robert Dechant as the Chief Sales and Marketing Officer for Qualfon.  Dechant, who joins Qualfon from Stream Global Services, will report to Michael P. Marrow, CEO of Qualfon.

In his role as Chief Sales and Marketing Officer, Dechant is responsible for providing executive-level leadership for Qualfon’s sales strategies, Go to Market Strategy, as well as day-to-day management of the global sales team and client relations team. His focus is on growing top-line revenue; building the Qualfon brand, and creating deep client relationships.

“Bob is recognized as a top industry sales leader and I am excited to have him on our team.  He joins Qualfon with a very strong background in building world class sales teams. We’re looking forward to his contributions,” said Michael P. Marrow, CEO, Qualfon. “His background and leadership experience will be critical in the next phase of Qualfon’s evolution.”

Most recently, Dechant served as Officer and Executive Vice President, Sales and Marketing at Stream Global Services. During his tenure at Stream Global Services, the company grew to $850M from $500M.

Dechant is an experienced executive in business process outsourcing and technology whose broad leadership skills in sales and marketing, general management and operational roles include impressive achievements including successful turnarounds and business transformations over the last 15 years.  He has a consistent track record of building organizations that grow faster than market competitors.

“I’m thrilled to be joining this excellent leadership team at Qualfon and contributing to the company’s mission of helping as many people as possible to pursue their total vocation by creating an ever growing number of job opportunities,” said Robert Dechant, Chief Sales Officer for Qualfon.  “I look forward to building the client facing team into the gold standard for the industry as we strive to become the outsourcer of choice for our clients.”

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May 10, 2012

Monterrey, Mexico. – May 10, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce certification of full compliance with the PCI Data Security Standard (PCI-DSS) as a Level 1 Service Provider.

Achieving PCI Compliance certification demonstrates the company’s commitment to the highest standards of data security and places Qualfon among a select group of BPO’s and call service providers around the globe to have achieved this distinction.

PCI DSS is a vital industry standard for the protection of sensitive cardholder data.  PCI-DSS is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. The certification involves verification of the implementation of a number of mandated control objectives that are specific to technology design, network and physical data security.

The Payment Card Industry Data Security Standard requires all merchants involved in the capture, storage and processing of credit card transactions engage certified auditors to perform audits of security controls. The audit includes external vulnerability scans of the network, verification that all card holder data and password data are encrypted, and ensuring that Secure Socket Layer (SSL) security is employed for access to, and transmission of, all cardholder data.

“The PCI-DSS certification validates our commitment to protect our customer’s data and confidential information,” said Javier Ayala, Qualfon, Chief Technology Officer.  “We worked hard to achieve PCI Compliance on all our call centers and look forward to providing services to clients that require PCI compliance and enhanced data security.”

The PCI DSS was created by the original five global payment companies: Visa Inc., MasterCard Worldwide, American Express, Discover Financial Services and JCB International, Their work has facilitated industry adoption of security measures that protect sensitive consumer account data.

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March 6, 2012

Qualfon, a leading business process outsourcing and call center service provider, today announced that it has appointed Michael P. Marrow as the company’s Chief Executive Officer.

Boca Raton, FL – March 6, 2012 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced that it has appointed Michael P. Marrow as the company’s Chief Executive Officer. Mr. Marrow was most recently Chief Executive Officer of APAC Customer Services and prior to that the Managing Director, Emerging Markets, for Affiliated Computer Services (ACS). He succeeds Founder and Chief Executive Officer, Alfonso Gonzalez. Mr. Gonzalez will remain active in the company as Chairman of the Board and will increasingly be involved in the Qualfon Foundation.

“We are extremely pleased that Mike is joining the Qualfon family. In our extensive search, we needed to find the right person with a depth of industry leadership, a proven track record of driving high-growth, and most importantly, someone who is passionate about our mission. Mike was the obvious fit for us.” says Mr. Gonzalez. “We are a business process outsourcer (BPO) and call center company with ethical values as our foundation, and our mission is to help as many as possible achieve their personal and social vocation by creating an ever growing number of job opportunities as we strive to become the outsourcer of choice for our clients. Mike is a proven leader who will help Qualfon succeed in achieving our mission.”

Qualfon is a financially strong privately-held company designed to support growth for our clients. It was founded in 1996 and is headquartered in Monterrey, Mexico. Qualfon has received recent recognition for its high-growth as a result of being an outsourcer clients can trust and providing top ranking performance at competitive prices. Mr. Marrow has the leadership experience to manage in a high-growth outsourcing environment while driving outstanding quality for clients.

“I am very excited to be joining Qualfon. Its people and its culture are a key competitive advantage in the call center outsourcing industry.” said Mr. Marrow. “As a result of its dedication to employees’ personal and professional growth, employees perform at a higher level and stay with the company longer. The result is top ranking performance at below market prices, which is a rare combination in this industry. I look forward to building on Qualfon’s strong foundation and being the top outsourcer for an ever-growing number of clients.”

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