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

Continue reading...

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.

Continue reading...

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

Continue reading...

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.

Continue reading...

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

Continue reading...

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.

Continue reading...

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.

Continue reading...

March 13, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and 42 employee volunteers removed weeds and shrubs across a 1-hectare reforestation area of the Mananga Watershed and Forest Reserve in Cebu, Philippines. This maintenance phase of work marks the next milestone in the company’s two-year commitment to assist the Philippine Business for Social Progress (PBSP) in rehabilitating 29,062 hectares of land.

Qualfon Cebu Reforestation Project 2017

Photo: Qualfon employee volunteers, PBSP representatives, and members of the Armed Forces work together to plant 2,500 indigenous trees that will help protect the Mananga Watershed in Cebu, Philippines

In late February, 42 Qualfon Cebu employee volunteers joined six PBSP representatives and 16 members of the Armed Forces removing weeds and brush that were crowding out tree seedlings planted back in July 2016. Within Qualfon’s adopted plantation, volunteers also replanted any dead seedlings to ensure an 85% survival rate. The continued care is just part of Qualfon’s pledge to the reforestation project.

Continue reading...

March 6, 2017

Employees Recommend Working at QualfonQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, released the results of a survey that shows 82% of employees would recommend working at Qualfon to a friend or family member. The You Matter with Mike survey polled employees at all levels of the company, and the majority are pleased with Qualfon as an employer:

  • 82% of all employees agree or strongly agree that they would recommend working at Qualfon to a friend or family member
  • 81% of agents agree or strongly agree that they would recommend working at Qualfon to a friend or family member

“Qualfon’s employee recommendation rate is strong,” said Mike Marrow, CEO, Qualfon. “The fact that 82% of our employees would recommend us makes me proud to be part of the Qualfon family.”

That “sense of family” is exactly what executives believe is driving employee satisfaction. Qualfon has been building the company culture around its mission: “Be the best BPO. Make people’s lives better.” Over the past five years particularly, the Qualfon Mission Office has made significant investments in each person, rolling out a comprehensive system of services to support employees, families, and communities. Mission Office programs are designed to care for employees personally and professionally, developing their total vocation—not just as employees but also as individuals and members of society. The benefits range from free chaplain services and educational opportunities to employee-run fun clubs and ways to get involved with local charitable organizations.

Continue reading...

February 27, 2017

Virtual Train sliderQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is now using a virtual platform to deliver its Training Certification program, reducing costs and allowing attendees to better collaborate and network across multiple locations.

“Teaching is a skill that is extremely important at Qualfon. Whether it’s our new-hire trainers onboarding new employees or our Qualfon University trainers providing leadership courses, this helps us deliver superior service to our clients and customers,” explained Jeremy Lunnen, Leadership Development Programs Manager, Qualfon.

Qualfon Trainer Certification Mexico CityOften referred to as “train the trainer,” the new online class allows Qualfon to unite trainers from across the country and the globe into a single environment where they can learn from each other.

“Now we can conduct the training for several locations at one time and give our trainers another opportunity to interact,” said Kathy Flowers, Global Director of Learning and Development, Qualfon. “Combining these groups creates a better experience for trainers and ultimately for their students too.”

Photos at Right: Employees from across the Philippines and Mexico display certificates marking them as Qualfon Certified Trainers

Continue reading...