Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that the Center Partners business acquisition it made one year ago has exceeded executives’ expectations. Qualfon integrated the two companies in just a few months and significantly increased client growth through its added value and expanded footprint of outsourcing locations, which were a direct result of the acquisition.
“The integration only took a few short months and the two companies were such a complement to each other that, together, we have provided outstanding growth opportunities for Qualfon and its clients,” said Brian Kearney, V.P. of Marketing, Qualfon.
Qualfon’s acquisition of Center Partners was recognized by the Global M&A Network as the small-market deal of the year for 2014. Since the integration, existing clients have increased their investments and expanded programs and services to take advantage of Qualfon’s newly offered outsourcing locations. Additionally, executives credit the acquisition for helping Qualfon secure several new major clients over the past year.
“With Center Partners and Qualfon united, we’re now recognized as a significant partner and provider in the BPO industry,” explained Kearney. “The acquisition-related growth is a trend in our business that is only gaining speed.”
The May 2014 addition of Center Partners provided Qualfon with the following benefits:
- A Balanced Global Footprint of On-Shore (30%), Near-Shore (20%) and Off-Shore (50%) Delivery Locations: Qualfon now has a premier United States service delivery capability with 17 years of experience behind it. This complements Qualfon’s near-shore footprint in Mexico City, which is a highly scalable bilingual geography servicing customers in the United States and Latin America. It also complements Qualfon’s near-shore center in Guyana, South America, which is a native-English location offering pricing competitive with India and the Philippines. Qualfon’s off-shore locations include large-scale metro and provincial sites in the Philippines and also two locations in China.
- Deep Expertise in Customer Care, Technical Support, Sales, and Back-Office Processing Services: Center Partners’ sales and technical support expertise is now combined with Qualfon’s expertise in customer care and back-office processing. Clients benefit by having one trusted provider that can provide a broader set of high-quality services.
- Combined Experience across Multiple Industries: The expertise of Center Partners and Qualfon in the communications, retail/ecommerce, and technology industries is now combined, creating a comprehensive customer-facing and back-office processing offering in the financial industry.
- An Expanded Portfolio of Top-Tier Clients: Both businesses have excellent relationships servicing many top brands and the acquisition provides a larger and more diverse client portfolio.
“Qualfon and Center Partners are one big happy family,” said Qualfon CEO, Mike Marrow. “The swift speed of the union between these two companies speaks volumes for our strengths. Qualfon and Center Partners were perfectly matched partners—both needing the skills and capabilities of the other—and now we stand stronger together.”
Creating a family-like environment that puts people first was critical for the accelerated speed of the integration. To start, Center Partners employees participated in Qualfon’s mission and values training classes, after which more than 90% of the employees reported that they knew and understood the company mission to “Be the Best BPO. Make People’s Lives Better.”
“This data shows how well we have implemented our mission, but it’s not just about training courses. It’s about creating a sense of family,” explained Kearney. Qualfon also took its annual company summit to Center Partners offices in the Spokane Valley and brought everyone from around the world into one room, so they could spend a few days together and personally welcome the Center Partners team.
“When you compare Qualfon and Center Partners to other mergers and acquisitions both inside and outside of our industry, we integrated very quickly and had immediate success. Within days our employees were feeling the cultural shift, within months our clients were expanding into our newly offered locations, and within months our sales team was bringing on new big-brand clients,” added Brian Kearney. “It’s been a pretty amazing year and we only expect things to get better.”
Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have 11,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., Mexico, and China. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention is twice the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.