February 10, 2017

guyana-growth-press-release4Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is growing its business in Guyana, South America. At the Providence Campus contact center, Qualfon’s existing client accounts expanded by approximately 250 full-time positions during Q4 2016, and growth is expected to continue through Q1 2017 with an estimated 120 additional full-time positions. The growth comes largely from customer care programs serving clients from both the technology and eCommerce industries.

“Clients are pleased with the top-level performance and leadership at Qualfon Guyana, so they are making additional investments in our partnership, expanding Qualfon’s customer service programs with more employees. This means positive growth for our business and more job opportunities for the local community,” explained Mark VanderPloeg, Site Director, Qualfon Providence Guyana.

Qualfon attributes the success to its tight focus on proactive leadership investment and contact center results. “Qualfon’s Leadership Academy is developing entry-level employees into leaders long before they take on supervisor roles and responsibilities. This improves front-line decision making and empowers our client programs to have scalable and sustainable leadership. Clients are rewarding this readiness because our customer satisfaction results are meeting and exceeding expectations,” added VanderPloeg.

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December 7, 2015

Q20151119gmsawinnersualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, received an award from the Guyana Manufacturing & Services Association (GMSA) recognizing its contributions to the growth and development of the information and communications technology (ICT) sector in the country of Guyana, South America.

Photo at right: Luanna Persaud (seated at the lower right) representing Qualfon Guyana at the GSMA awards ceremony

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April 21, 2014

Qualfon, a leading business process outsourcing (BPO) and call center service provider, announced today that a team of employees from its Guyana office took first place in a fundraiser cricket tournament that benefited the local Malteenoes Sport Club.Qualfon Guyana Wins Cricket Trophy

In a highly entertaining chase, Qualfon Guyana defeated the Upper Level Barbers, taking the trophy. Kellon Carmichael and Marcus Watkins were among the star Qualfon players, who led the team to victory. The event was sponsored by Noble House Seafoods, Star Party Rentals, and Friends of Malteenoes.

Qualfon Guyana was up against some of the best talent in the region with team Upper Level Barbers, which starred a former national cricket player, Lennox Cush. Nonetheless, Qualfon openers, Carmichael and Watkins took the team to the winning target of 58 without loss from four overs and in reply to the 57-3 posted by Upper Level. The game was reduced to 10 overs per side due to fading light. Seon Daniels was the best bowler for Qualfon Guyana, ending with figures of 2-11. Qualfon Guyana, which included former West Indies fast bowler Colin Stuart, won the Noble Seafood’s Trophy for their effort.

“The young men of Qualfon Guyana have made us all very proud today,” said Neion Barry, Recreational Activities Coordinator at Qualfon. “Cricket is the national sport here in Guyana, so it’s a joy for our employees to come out and enjoy themselves in this fun and friendly competition.”

In addition to raising money for the local sports club, the tournament was aimed at fostering camaraderie and encouraging physical activity among Qualfon’s employees. “Our company mission is to ‘be the best BPO and make people’s lives better.’ So, Qualfon makes it a top priority to offer opportunities like these to our employees,” said Barry.

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 10,000 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, 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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December 16, 2013

Qualfon, a leading global busineQualfon Guyana Receives Foreign Investor of the Year Award from CAIPAss process outsourcing (BPO) and call center services provider, received the Foreign Investor of the Year Award from the Caribbean Association of Investment Promotion Agencies (CAIPA) and the Caribbean Export Development Agency. This award recognizes foreign investors (non-Caribbean nationals) whose investments have generated a significant impact on jobs creation and the local community. Qualfon was specifically recognized for its investments in Guyana, a native-English-speaking country in South America.

Qualfon was nominated for the award by GO-Invest, Guyana’s investment promotion and liaison agency, which has been working to expand investments in Guyana’s Information and Communication Technology (ICT) sector and further diversify sources of economic growth. The award evaluation panel examined Qualfon and other companies based on:

  • Jobs created and the skill level of those jobs
  • Future projections for continued job growth
  • Sustainability of the investment
  • Social impact of the investment
  • Corporate social responsibility and community involvement

“Qualfon is honored to be recognized for our long-term investments in Guyana and the Caribbean region, but it should be the government of Guyana, GO-Invest and the people of Guyana who should be receiving this award,” said Brian Kearney, Vice President of Marketing at Qualfon. “They are the ones who have supported Qualfon from the start, back in 2005. They are easy to do business with, and together, we have improved the technology infrastructure and have established a new industry for Guyana. As a result, Qualfon has grown rapidly in Guyana and our highly tenured employees and local management make us the top-ranked services provider for our clients. It is their success and our strong partnership that has led Qualfon to invest in one of the world’s largest call center campuses in Guyana, which will provide more than 6,000 additional jobs.”

Qualfon’s mission is to be the best BPO and to make people’s lives better. “That mission starts with investing first in our people,” said Kearney. “From the top levels of our organization, we focus on areas that are important to our people beyond just their job.  It is important that they have good pay, an excellent work environment, career advancement opportunities, and good management, but our people also care about their families and friends, their faith, their health, and their communities.  This is why Qualfon has employee programs including food subsidies for their families, free medical clinics and medicine, interfaith chapels and chaplains in our centers and support for their volunteering efforts in the community. We not only want to make their lives better, but we know that in turn they will make our customers’ lives better, their family and friends’ lives better, and their communities better.”

“Qualfon is one of the few companies whose resilience has been evidenced and whose commitment to the growth of our local economies must be applauded,” said Chris McNair, Manager for Innovation and Competitiveness for the Caribbean Export Development Agency. “Qualfon should be heralded as a role model, and their business practices should serve as demonstration projects or success stories for other investors in the Caribbean region. We are honored that Qualfon is the first foreign investor ever to receive this award from our organization.”

About CAIPA

pf_caipalogo_psp_smThe Caribbean Association of Investment Promotion Agencies (CAIPA) is an umbrella organization of investment promotion agencies in CARIFORUM as well as Curacao, the Cayman Islands, Montserrat and the Turks and Caicos Islands. The Association is dedicated to the strengthening of its members and the promotion of the region as an ideal location for investment. Caribbean Export serves as the Secretariat for CAIPA. www.caipainvest.org


About Caribbean Export

Caribbean Export Development Agency logoThe Caribbean Export Development Agency is the only regional trade and investment promotion agency in then African, Caribbean and Pacific group. It serves the 15 countries of CARIFORUM by promoting trade, export development and investment within the region, and also between the region and the rest of the world. www.carib-export.com


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. www.qualfon.com

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November 22, 2013

Qualfon, a leading global eCommerce Company Selects Qualfon to Provide Customer Service from Georgetown, Guyanabusiness process outsourcing (BPO) and call center services provider, announced today that Kirk Laughlin, the Founder & CEO of Nearshore Americas, a news organization that covers outsourcing, toured Qualfon’s contact center in Georgetown, Guyana and afterward reported that Qualfon’s Guyana operations have “some of the longest agent tenure in the region” and “are emblematic of a country starting to make a bigger name for itself in business process outsourcing (BPO).” Laughlin made this report after he took a camera crew into the contact center and performed a walk-through interview with Qualfon’s Senior Operations Manager, Sherwin Welcome.

Watch the Nearshore Americas Video on their website:  “Walking the Floor: Qualfon in Guyana”

Watch the Nearshore Americas Video Tour and Interview on YouTube.com:
http://www.youtube.com/watch?v=5P0DDGn4Nc4

The Longest Tenure: Why It Matters and Qualfon’s Tenure Rates

“Employee tenure and attrition rates are critical in the outsourced contact center industry because they create enormous value for both the client and its customers,” explained Brian Kearney, Qualfon’s Vice President of Marketing.

“When a contact center company can engage its employees and keep them on staff longer, two critical advantages take place,” said Kearney. “First, the highly experienced workforce delivers top-quality service to consumers, enhancing the customer experience and increasing the potential for award-winning service, brand loyalty, and increased customer value. Second, the tenured workforce decreases operational costs, allowing the contact center company to deliver aggressively low prices to its clients. This high-performance/low-cost operation is the ‘state of nirvana’ that only the best contact center service providers can offer, and it leads back to employee tenure. That’s why Qualfon’s business model is built around investing in people and achieving industry-leading tenure rates.”

Qualfon’s company mission is to be the best BPO and to make people’s lives better. It invests millions of dollars each year into employees, their families, and communities. As a result, Qualfon’s overall employee tenure rates are two times higher than the industry average. “In Georgetown, Guyana, Qualfon is growing. We’re adding new employees every month, but we still maintain average tenure rate of 28.8 months because many of our agents have been with us for five, six, and seven years. Our local Guyanese contact center managers have an average tenure of +85 months, which also enables us to provide award-winning services,” said Kearney.

Qualfon Helps the Country of Guyana Make a Bigger Name for Itself in BPO

Nearshore Americas also reported that “Qualfon’s Georgetown, Guyana operations are emblematic of a country starting to make a bigger name for itself in BPO.” Guyana is a native-English-speaking country in South America that is not widely recognized for outsourcing. The Nearshore America video interview shows how Qualfon’s outsourced service operations grew from 40 employees to more than 1,300 employees in a matter of a few years.

“Our significant growth is really putting Guyana on the BPO map,” said Kearney. “We’re growing and bringing more investor’s here because of Guyana’s unique characteristics that strategically position it to be the next big location for contact center work. Guyana’s native-English-speaking population, high affinity for the U.S. culture, close proximity to the U.S., sophisticated technical infrastructure, and its BPO service costs (competitive with India and the Philippines) make it a strong candidate for outsourced services.” Qualfon started operating in Georgetown, Guyana in 2005. Today, it is the largest private employer in Guyana. It has two contact centers in Georgetown and is currently building one of the world’s largest contact center campuses, which will create 6,000 new jobs over the next five years.

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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November 18, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center services provider, partnered with a new client in the eCommerce industry and successfully launched a customer service program in Guyana, a native-English-speaking country in South America. The eCommerce company is now routing its customer service phone calls to Qualfon’s trained professionals in Georgetown, the capital city of Guyana.eCommerce Company Selects Qualfon to Provide Customer Service

The eCommerce company creates and ships millions of unique products each year and selected Qualfon and its Georgetown, Guyana outsourcing location because:

  1. Qualfon Georgetown offers native-English professionals in a near-shore site that is also a low-cost labor market
  2. Georgetown, Guyana’s untapped talent pool allows Qualfon to easily scale operations up and down to meet the client’s dynamic needs and fluctuating seasonal demands
  3. Qualfon’s company mission to “make people’s lives better” fosters a culture that creates superior customer experiences and complements the client’s core company values

“This new partnership is sign of continued growth for Qualfon and our further expansion into the e-commerce industry, but it also serves as a signal for companies to pay closer attention to benefits of outsourcing in Guyana,” said Bob Dechant, Qualfon’s Chief Sales and Marketing Officer. “More and more companies are making significant investments in Guyana because it’s a native-English-speaking country that is close to the U.S. and offers pricing competitive with India and the Philippines. All of these things make Guyana a great location, and the market is really beginning to validate it as an outsourcing leader in the Caribbean and Latin American region,” said Dechant. “Even the news media is starting to corroborate Guyana for outsourcing.”

Nearshore Americas, a major news organization that covers IT and BPO outsourcing across Latin America and the Caribbean, is now covering Guyana as an outsourcing destination. In October, it published a video interview with Guyana President Donald Ramotar, who explains why Guyana is unique for outsourcing.

Additionally, Qualfon is making major investments in Guyana. In September, Qualfon announced it is building one of the world’s largest contact center campuses in Georgetown and expects to create 6,000 jobs over the next five years.

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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