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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August 24, 2016

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, received a vote of thanks and congratulatory applause from the Vice Mayor of the City of Manila Philippines, the Deputy Executive Director of the Philippine Department of Information and Communications Technology (ICT), and also from the Corporate Secretary of the Contact Center Association of the Philippines (CCAP), all of whom were in attendance at the Qualfon Manila grand opening ceremony held on August 4. The event celebrated Qualfon’s neighborhood contact center strategy, an approach strategically designed to put jobs in the residential district of Paco saving employees 2-3 hours per day in commute time and enhancing engagement and customer satisfaction.

Watch the Grand Opening Ceremony Video

IMG_8709 Qualfon Manila Ribbon Cutting“This is something that hasn’t been done before,” Monchito Ibrahim, Deputy Executive Director of the Department of ICT’s eInnovation Group. “Part of the responsibility of the ICT is to focus on the ecosystem. We work to develop the right ecosystem for this industry to grow, and we take note of this very innovative approach to put contact centers in the neighborhood.”

Photo at Right: Mike Marrow, Christina Morris, Dr. Honey Lacuna, and Manuel Alcobendas cut the ribbon on Qualfon’s new neighborhood contact center in Paco, Manila, Philippines

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June 8, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, received a vote of thanks and loud congratulatory applause from the Mayor of the City of Harlingen, the CEO of the Harlingen Economic Development Corporation, City Council members, and also from members of the Harlingen Chamber of Commerce and the community at large during its grand opening ceremony held on May 28th. At the event, Qualfon cut the ribbon on its new contact center, which will create 1,000-1,200 new jobs in Harlingen, Texas.

“It’s another great day for the City of Harlingen,” said Christopher Boswell, Mayor of Harlingen, Texas, as he addressed the audience. “We are especially excited to have Qualfon here because they represent a different generation and a different mindset in this industry with the way that they approach business. If you do research on Qualfon, you know that this is an international company that really believes in lifting its employees up and in ensuring that employees have the tools they need to be successful.”

“This is not just another call center opening and not just another outsourcer coming in to ‘land and expand’ or set up a short-term operation and close shop in a couple of years or take jobs away from Americans. Just the opposite. This opening represents an important step to provide meaningful work and employment in Harlingen and meet the high demand for the provision of outstanding customer service,” said Michael DeSalles, Principal Analyst at Frost & Sullivan, as he took the podium.

Harlingen’s city leaders tipped their hats to Qualfon and its founder, Alfonso Gonzalez, as he explained the company’s mission to “Be the Best BPO. Make People’s Lives Better.” During the ceremony Gonzalez shed light on how Qualfon acts on its purpose to help others—serving the needs of employees, their families, and the larger Harlingen community. Qualfon’s Mission Office puts programs and services into place that support people’s professional and personal lives including family, friends, community, and spirituality. In Harlingen, the Mission Office is already offering free chaplain services, employee fun clubs, and volunteer opportunities for employees to assist local non-profits such as the Ronald McDonald House, United Way, and The Boys and Girls Clubs of America. “Qualfon’s mission is unique, elegant, and ambitious. It’s not what the other BPO companies are saying,” said DeSalles. “As a result, the local government and the Harlingen business community are embracing a new player who is here to stay and who is serious about making an impact.”

The company mission enables Qualfon to effectively engage employees, which then lowers attrition and operational costs and generates higher quality services for clients and customers. With the mission programs in effect in Harlingen, Qualfon managers expect to achieve employee tenure rates that are two times higher than the industry average.

“With unquestionably the lowest attrition rates I’ve seen in the industry, I can tell you that Qualfon nurtures, cares for, and develops its employees. They clearly recognize employees as the company’s greatest asset,” said DeSalles.

“Qualfon’s growth is having a very pronounced impact on our unemployment rate,” said Raudel Garza, CEO of the Harlingen Economic Development Corporation (EDC), during the ceremony. “We are so happy to be playing a part in bringing jobs to this community.”

“It’s exciting to be able to partner with a company like Qualfon here in our community. Qualfon has a great business model and a strong vision for how it wants to operate, and we have a wonderful workforce to make that vision become a reality,” added Mayor Boswell.

Qualfon in Harlingen

Qualfon’s new contact center is located at 2200 Haine Drive. Operations are already underway at the 42,169 square-foot site, where 147 Qualfon employees currently provide customer support services in the identity theft protection industry. But the number of employees is expected to increase dramatically as Qualfon continues to invite new and existing clients to do business in Harlingen.

Qualfon will offer a variety of job opportunities in the areas of customer care, technical support, sales, customer retention programs, as well as back-office services, and it is currently hiring customer service representatives, technical support representatives, and experienced managers. For more information on available positions, contact Patti Galvan at 970-266-7029 or PGalvan@Qualfon.com.

About Qualfon 

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.

Related Press Releases

Qualfon Grand Opening Ceremony Celebrates Harlingen’s Ideal Value in the USA
Qualfon Anticipates Future Growth and Builds a Contact Center in Harlingen, Texas

 

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May 18, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, will hold a grand opening ceremony Thursday May 28th at its new contact center in Harlingen, Texas. The event will officially open the doors to Qualfon’s new site and will highlight Harlingen as a U.S. location that provides access to high-quality skillsets and bilingual services at highly competitive prices.

“Harlingen’s business climate and Qualfon’s new contact center in Harlingen serve as a demonstration of how Qualfon is continuing to deliver value-add outsourcing locations to its clients. Harlingen is a city rich with outstanding technical support, customer service, and sales talent that is 60% bilingual. In addition, Harlingen’s low cost of living combined with Qualfon’s industry leading employee tenure rates offer clients the ideal value in the USA for contact center and back-office outsourcing services,” said Mike Marrow, CEO, Qualfon.

As Qualfon unveils its new contact center at 2200 Haine Drive, the ceremony is expected to draw crowds. Harlingen’s Mayor, Chris Boswell, and Manager & CEO of the Harlingen Economic Development Council, Raudel Garza, will be key participants in the ceremony, which will include a ribbon-cutting celebration. As part of the event, attendees will also hear from Frost & Sullivan’s Principal Analyst, Michael DeSalles, as well as Qualfon’s Founder and Chairman, Alfonso Gonzalez. Members of the media, Qualfon’s partners in the community, clients, and prospects are invited. After the ceremony, attendees will have the option to take a guided tour of the contact center site.

1,000-1,200 New Jobs in Harlingen

Operations are already underway at the 42,169 square-foot contact center site, where 147 Qualfon employees currently provide customer support services in the identity theft protection industry. But the number of employees is expected to increase dramatically as Qualfon continues to invite new and existing clients to do business in Harlingen. “Qualfon Harlingen is expected to bring approximately 1,000-1,200 new jobs to the region over the next few years,” said Marrow.

Qualfon will offer a variety of job opportunities in the areas of customer care, tech support, sales, customer retention programs, as well as back-office services, and it is currently hiring customer service representatives, technical support representatives, and managers. For more information on available positions, contact Patti Galvan at 970-266-7029 or PGalvan@Qualfon.com.

More Than Just Jobs—Qualfon Makes People’s Lives Better

“While new job creation alone is a cause for celebration, Qualfon and its people-oriented company mission have more to offer Harlingen than just paychecks,” explained Roberto Sanchez Mejorada, Chief Mission Officer, Qualfon.

Qualfon’s company mission is: “Be the Best BPO. Make People’s Lives Better.” That means Qualfon is putting programs and services into place with the aim to directly serve the needs of Harlingen employees, their families, and the local community.

Qualfon Harlingen has the following mission-driven resources and programs:

  • Caring Programs:Support for local non-profit organizations including the Ronald McDonald House, United Way, The Boys and Girls Clubs of America, and United Blood Services
  • Fun@Work Clubs: Fun clubs where employees share common hobbies and interests – three clubs (book club, table tennis, and games) have already been established
  • Worksite Chaplains: Interfaith chaplains provide employees free access to counseling, support, mentoring, and professional advice

“Qualfon always starts with people. We care about our people—at work and beyond—and as we establish our presence in Harlingen, you will see our customized Mission programs build a network of support around what our employees and what the people of Harlingen want and need,” said Sanchez Mejorada.

Strong Employee Tenure: What’s Good for People is Good for Business

Building the business around the needs of people is a win-win that helps Qualfon create a competitive edge both in Harlingen and around the globe. With a business model that measures the company’s ability to make lives better, Qualfon is focused on people and achieves employee tenure rates that are two times higher than the industry average.

“High employee tenure rates are really what make Qualfon different,” explained Brian Kearney, V.P. of Marketing, Qualfon. “We keep our employees longer, which lowers operational costs and heightens the customer experience or service delivered to the client. This is exactly how Qualfon delivers a higher quality service at a lower price, which translates into more value for our clients.”

Qualfon’s people-centered business plan is already in play in Harlingen, and management is confident employee tenure rates will signify strong results and only increase as the company’s Chief Mission Officer implements additional employee engagement programs that touch peoples’ personal purpose in life and instill a continuous sense of corporate mission, right down to the entry-level and frontline staff.

Harlingen’s BPO Market

Qualfon’s people approach to business is backed by Harlingen’s unique characteristics for BPO. Qualfon recognizes Harlingen’s populous as smart and scalable—fit for large-scale operations and its Fortune 100 clientele. With Harlingen’s population reaching upward of 335,000 within a 30-mile radius and with more than 30,000 are college students, Qualfon sees the demographic as ripe for contact center work.

Equally as persuasive is Harlingen’s low cost of living (81.3 index compared to the U.S. average of 100), which allows Qualfon to offer a competitive wage rate that attracts top talent and simultaneously offer outsourced services at lower cost when compared to other U.S. locations.

People are another big attractant when it comes to Harlingen as a location for outsourced services. Qualfon and its clients find Harlingen a sound investment primarily because of its large concentration of bilinguals. Harlingen has a 61% bilingual population (compared to 31% in Texas and 20% in U.S.), and English/Spanish fluency is needed in the customer service realm as its clients—big consumer brands—seek to provide superior service to an increasingly diverse customer base.

“Harlingen’s bilingual population can be seen a cost-effective alternative to the premiums companies must pay for bilingual employees in neighboring cities, states, and countries.  Demand for outsourcing services in the United States is still high, and we believe Qualfon Harlingen offers clients an outstanding domestic option with highly skilled people delivering a great customer experience at a very competitive price,” said Kearney.

About Qualfon

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.

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April 6, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, was publicly commended and congratulated by Guyana’s head of state, President Donald Ramotar, and the Minister of Finance, Ashni Singh, for Qualfon’s confidence and investments in the South American country of Guyana. The congratulatory message was made during a grand opening ceremony and ribbon-cutting event held last week to open the doors of Qualfon’s new contact center campus in the capital city of Georgetown. President Ramotar and Minister Singh were distinguished speakers during the event and noted the confidence, faith, and belief that Qualfon has displayed in Guyana as “more than immense.”

“I would like to congratulate Qualfon for the purposeful way they have gone about their business to achieve—in a short period of time—what we are seeing here now,” said President Ramotar as he addressed the audience. “Congratulations on this milestone and this important step that you have taken. When completed, this will probably be one of the largest such facilities in the world, and I want to commend Qualfon on the work they are doing and for making Guyana the place that will have the largest such facility in the world. Congratulations and thank you.” Watch the grand opening ceremony video.

Since 2005, Qualfon has been operating contact centers in Guyana, and the new 10-acre contact center campus marks Qualfon’s most significant financial investment in the country to date. When completed, it will be one of the largest “green” contact center campuses in the world, bringing roughly 6,000 new jobs to the region. Learn more about the new Qualfon contact center campus.

A Testament to Guyana’s Government and People  

The fact that Qualfon selected Guyana for its operations and has spent the past ten years building the BPO industry is a testament to the Guyanese government’s philosophy and support for BPO, the President stated during the ceremony. “It is the belief that the most important factor for development is the quality of people that we have,” said President Ramotar.

Qualfon’s confidence and significant investments in Guyana indeed stem from the country’s people, whose unique characteristics help Qualfon offer high-quality services at a lower cost. Qualfon executives stated that Guyana has an enormous potential to become the contact center capital of South America because it is the only nation in the region in which English is the first language and services come with a cost structure competitive with India and the Philippines.

But executives also credit their vote of confidence to the local government and its commitments to the BPO industry, which have helped Qualfon and its clients justify additional investments and operational expansion. President Ramotar reiterated these commitments during the grand opening event and said his administration is working on creating a highly educated workforce that is “second to none” in order to assure investors that world-class service is available for their companies. Guyana has one of the highest literacy rates among all nearshore countries, and the government is working on programs to further enhance its workforce by offering all citizens a free secondary education and by putting a laptop in every home, which will  promote learning and technology use.

Analysts Show Confidence Too, Calling Guyana a “Special Place for Investors”

During the ceremony, Founder and Managing Director of Nearshore Americas, Kirk Laughlin, endorsed Qualfon and Guyana for building and leading the local BPO industry. Laughlin noted that Guyana is a “special place for investors,” adding that investors are coming and seeing incredible opportunities in Guyana, which has the right infrastructure in place along with associates that stand ready to “enact the dream and make it come alive.”

“What is impressive about the commitment of Qualfon is that it is enabling a new generation of young people to become globally fluent. Those people can take the fluency and do amazing things. They can start their own businesses or rise to senior level positions in Qualfon, putting them in touch with a global ICT industry that is growing very fast and changing quickly,” Laughlin said. “There is something very special here, and this is what is really powerful about the prospect of the BPO industry in which outsiders like me observe the specialness, the unique features [native-English services at globally competitive prices] that even people in the country don’t fully recognize.”

About Qualfon

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.

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March 22, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, will hold a grand opening ceremony Thursday March 26, in Georgetown, Guyana, South America. The event will open the doors to Qualfon’s new contact center campus and will further validate Guyana’s strong yet relatively unknown market for outsourced contact center services, which has prompted BPO industry analyst Michael DeSalles at Frost & Sullivan to call Guyana the “best-kept secret” for English calls.

Guyana Banner Grand Opening Banner Stage 3-20-15“Qualfon’s new contact center campus serves as a signal to the world that Guyana’s best-kept secret is out. Industry analysts and buyers alike are now recognizing Guyana as the leading outsourcing location in the near-shore region, and Qualfon is generating BPO growth with creative concepts in contact center design and a new 10-acre, environmentally friendly campus that will serve the needs of people both professionally and personally,” said Mike Marrow, CEO of Qualfon.

As Qualfon unveils its new contact center campus, the ceremony is expected to draw large crowds. Guyana’s head of state, President Donald Ramotar, and its Minister of Finance, Ashni Singh, will be key participants in the ceremony, which will include a ribbon-cutting celebration. As part of the event, attendees will also hear from Kirk Laughlin, Founder and Managing Director of Nearshore Americas, Qualfon’s Founder, Alfonso Gonzales, and Qualfon’s CEO, Mike Marrow. Members of the media, members of the opposition party, and many of Qualfon’s partners and employees are also invited. After the ceremony, attendees will have the option to take a guided tour of the campus.

For the past 10 years, Qualfon and Guyana have partnered to develop the BPO industry in Guyana. “Now, we’re seeing this market really take hold, and Qualfon is extremely excited to more than double and triple its presence in Guyana when the campus is at full capacity,” added Marrow.

The new contact center campus is Qualfon’s third contact center location in the Georgetown area and will bring approximately 6,000 new jobs to the region over the next few years. Qualfon is currently hiring customer service representatives, technical support representatives, and managers. More information is available at the Qualfon Guyana Facebook page.

Largest Contact Center Campus in the World,
Eco-Friendly, Interfaith Chapel

When completed, Qualfon’s campus will be one of the largest contact center campuses in the world and very distinctive in the industry because of its “green” features. Solar power panels, green building materials, a rain water collection system, and an onsite wastewater treatment facility make the campus eco-friendly and environmentally sustainable.

Qualfon_model_GUYANA_6-rev_1_Structure rvt_2015-Feb-09_06-12-47PM-000_3D_-_Campus_Concept_-_OverallThe multi-building contact center campus is located at East Bank Demerara, behind the National Stadium and near top hotels and Georgetown’s newest mall. The campus will have two separate contact center operations buildings and 3,500 seats/workstations. The first contact center operations building, called Qualfon Guyana III, will be opened during the ceremony. Guyana III is a 57,000 square-foot contact center that includes a training center and cafeteria. It is expected to be in full operation in May. In addition to Guyana III, the campus construction plans include a second 114,000 square-foot contact center as well as a community center, interfaith chapel, and healthcare clinic.

The community center, interfaith chapel, and healthcare clinic are designed to “make people’s lives better,” as the Qualfon’s mission states. At the campus, Qualfon will offer programs and services to serve the needs of its employees and their family members, including but not limited to:

  • Qualfon University: Free training, educational courses and art and cultural opportunities
  • Free Medical Services: Nurses on staff, basic medical care, vitamins, maternity support and more
  • Milk Subsidies: Milk provisions for children of employees and local orphanages
  • Worksite Chaplains: Advice, counselling and access to resources
  • Library Exchange: A shared library system
  • Caring Programs: Volunteer opportunities for humanitarian projects

“This whole idea of a green contact center campus is groundbreaking in our industry. Then, when you take into consideration all the employee services that Qualfon provides, you realize that this new campus is truly revolutionary,” said Brian Kearney, V.P. of Marketing, Qualfon.

Guyana’s Unique BPO Market

Located on the Northern coast of South America, Guyana is a former British colony and a native-English-speaking country. In a 2014 visit to Guyana, BPO industry analyst and Global Program Director at Frost & Sullivan, Stephen Loynd, described the country as “strategically positioned to be a major player because Guyana’s population speaks English as a first language, has a high cultural affinity to the United States, has one of the highest literacy rates, and offers a cost structure that directly competes with India and the Philippines.”

“It provides a real opportunity. We were impressed by what this country has to offer in terms of unique characteristics for outsourced services,” Loynd added. Qualfon executives agree, citing Guyana as “the most compelling” offering in the global BPO industry.

Additional Resources on the Guyana BPO Industry

Qualfon in Guyana

Qualfon was a first-mover to the Guyana marketplace back in 2005. Today, it is the largest private employer in Guyana with thousands of employees. The addition of the new contact center campus brings Qualfon to a total of three locations in Georgetown. With an average monthly attrition rate of 4.40% (over the last 36 months – including new-hire, nesting and production attrition) Qualfon Guyana is recognized for providing high-quality services at a lower price.

Qualfon is making major investments in Guyana, because it is a country that is well suited to serve the contact center industry. “Qualfon’s largest market is serving customers in the United States, and Guyana understands Americans. They speak the same native-English language and watch the same TV. In addition, they have a diverse and welcoming culture that is unique in the world,” said Marrow. “That’s why we have decided to heavily invest in Guyana and build one of the largest contact center campuses in the world.” Executives also credit the support Qualfon has received from the Guyanese Government and the Go-Invest organization, whose partnerships have helped Qualfon justify further expanding its presence in Guyana.

About Qualfon

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.

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