June 5, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported that it now has 1,109 employees who have earned Six Sigma Green Belt certification. The achievement marks forward progress in Qualfon’s effort to certify every supervisor and leader in Six Sigma best practices for process improvement.

“With more than 1,100 green-belt-certified employees, Qualfon has established a leadership culture that is unique in the industry. We’re not aware of any other BPOs that have made this across-the-board commitment to Six Sigma. But at Qualfon, it has sparked an organizational mindshare around standard processes for continuous improvement in our contact centers,” said Al Barrenechea, Director of Qualfon University.

Qualfon recently exceeded 90% attainment of all client KPIs (Key Performance Indicators), and company leaders attribute that success at least in part to the global infusion of Six Sigma practices. Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years, since the Six Sigma and Leadership Academy initiative was put into place.

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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.

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January 16, 2017

mentors-messengers-managers-image-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is training its leaders to help the company take strides towards its mission: “Be the best BPO. Make people’s lives better.” The Qualfon Mission Leader curriculum provides all employees in leadership roles with the education they need to be effective mentors, managers, and messengers so they can infuse the mission and company values into everyday operations.

“Qualfon’s leaders must be empowered to support our mission and turn its lofty goals into real results across every department. Therefore, each person who is in a position to influence others must be educated on how to apply the mission to their work and on how to be the best leader they can be,” said Roberto Sanchez Mejorada, Qualfon Chief Mission Officer, who oversees the new program.

More than 1,060 managers, supervisors, and other leaders are currently working their way through 14 Mission Leader training sessions, which are offered in live, virtual classrooms once a month. The curriculum is divided into three sections, each focused on tools and skillsets that can help employees be better mentors, managers, and messengers—three roles that leaders commonly take and should feel confident in at Qualfon.

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November 28, 2016

six-sigma-gradsQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported today that during 2016 an additional 493 contact center managers and supervisors have earned their Six Sigma Green Belt certification through Keisen Consulting and Qualfon’s Leadership Academy. The achievement marks another step forward in Qualfon’s effort to certify every supervisor in Six Sigma practices. Since the start of the initiative, the total number of certified leaders has now risen to a total of 812.

“With more Green Belt certified leaders in the Qualfon management team, we aim to reach new standards of operational excellence and build a stronger culture of continuous improvement,” explained Al Barrenechea, Qualfon University Director, who manages the program. “This is all part of our plan to become the best BPO and make people’s lives better, as our company mission states.”

Photo at Right: TOP – Qualfon Cebu Operations Supervisors celebrate graduation. BOTTOM – Leo Corsiga, Cherry Mae Nuñez, Angelita Mia Famadico, and Lyna Tagalog show off their graduation rings

Qualfon’s Leadership Academy is a company-wide initiative that requires contact center supervisors, managers, and leaders to complete 19 management courses and attain Six Sigma Green Belt certification through an independent certification company. Qualfon partners with Keisen Consulting in Mexico City to support education and certify employees in Six Sigma practices.

“Six Sigma is the gold standard for process improvement in the contact center industry. We’re very proud of these individuals, whose accomplishments reflect highly on our management team. Clients who choose Qualfon get a partner who actively invests in the development of front-line management, bringing leadership closer to the point of service,” said Mike Marrow, CEO, Qualfon.

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October 17, 2016

qualfon-awards-leadership-academy-certificates-to-301-additional-employeesQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has awarded Leadership Academy graduation certificates and held ceremonies to honor 301 employees in the Philippines and the U.S.

Qualfon’s Leadership Academy is a company-wide initiative that requires every contact center supervisor and leader to complete 19 management courses and achieve Six Sigma Green Belt Certification through an independent company. The 301 graduates have completed the core Leadership Academy courses and now stand ready to continue their education with Six Sigma Green Belt Certification.

Photo at Right: Qualfon leaders present graduation certificates to employees in Dumaguete, Philippines 

With the new 301 graduates, Qualfon now has a total of 607 Leadership Academy certified leaders, marking a significant number that triggers a “cultural change effect on the company’s leadership,” according to Al Barrenechea, Qualfon’s University Director. “When employees go through Leadership Academy, Qualfon sees emerging leaders eager to dare to apply what they learned and further fulfill their vocations. This program is fundamentally transforming our leaders for the better. After our supervisors graduate a powerful shift occurs.”

“Our learners don’t want to just understand leadership skills, they want to live it, and we’re seeing that transformation as people apply their new knowledge,” said John Choi, Qualfon University Operations Coordinator. “We’re watching leadership training move from theory into real practices that make our supervisors and managers strong problem solvers and performance boosters.”

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March 7, 2016

Qualfon Dumaguete supports Mangganay Elementary 2Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, and its Mission Office in Dumaguete, Philippines are emphasizing the importance of giving to others as a key value in its Supervisor Readiness training program. In February, Supervisor Readiness trainees were encouraged to volunteer in a Give@Work activity that supported hundreds of students at Mangganay Elementary School in Bais, Negros Oriental. Their participation in future philanthropic activities is encouraged and seen as vital to building a team of values-based leaders.

Qualfon Dumaguete supports Mangganay Elementary 3“One of the most important characteristics of a successful leader is serving others and lifting up the people around them,” said Myelin Fe Estepa, Mission Office Sr. Manager at Qualfon Dumaguete. “The Qualfon Mission Office in Dumaguete believes it can help our future leaders exercise their ability and confidence in devoting themselves to the needs of others, not just inside the office but also in the larger community.”

The Mission Office Give@Work immersion visit to Mangganay Elementary School was an opportunity to instill a culture of giving within its leadership trainees. More than 18 trainees supported the school by:

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January 11, 2016

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, and its Leadership Academy program are featured as a case for success in a new Ovum publication that addresses ways to build leadership in order to win at customer relationship management (CRM).

The case study, Winning in Customer Relationship Management by Developing Supervisor Talent, explores the most pressing challenges that contact center managers face today and the requirements that their third-party partners must have to help overcome them. Qualfon is highlighted as an example of a BPO partner that has made investments in frontline leadership, enabling clients to improve customer experience quality, increase service flexibility and speed, and reduce operational costs.

PDF: Read the Ovum report, Winning in Customer Relationship Management by Developing Supervisor Talent

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October 12, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, is hosting a free educational webinar, Leadership at the Point of Service: Supervisor Best Practices on November 2, 2015 at 12:00 p.m. Eastern. Ovum Webinar slideshow2

The live, online event features Peter Ryan, Principal Analyst at Ovum, who will present the latest research on contact center challenges and the pain points supervisors face. As Ryan interviews Qualfon CEO, Mike Marrow, he will guide a discussion around best practices for transforming supervisors into leaders.

Register for the Webinar

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August 17, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, actively invests in the development of all company leadership and over the past several months has awarded Leadership Academy graduation certificates to 432 supervisors. Through Qualfon’s Leadership Academy, every supervisor is required to complete 19 management courses. As part of the training, supervisors also attain green belt certification through the International Six Sigma Institute, an independent certification company. The Qualfon Leadership Academy is a company-wide initiative to develop leaders at all levels. It aligns those in leadership roles with Qualfon’s company mission enabling them to motivate and develop employees while effectively utilizing data-driven problem solving methodologies to proactively manage their responsibilities.

Investing Closer to Clients and Customers: Benefits of Leadership Academy

Qualfon supervisors oversee contact center agents, who directly serve customers. Qualfon is investing in leadership closer to the customer allowing those investments to have maximum impact to quality, cost and speed.

  • Sustainable Improvements: Supervisors that graduate from the Leadership Academy are more effective at leading teams to consistently achieve key performance indicators ensuring a great customer experience. This helps improve employee satisfaction, retention and even volunteerism among employees. The result is high-quality performance, reduced volatility and a continual focus on improvement for client programs.
  • Highly Competitive Costs: The investment in effective leadership at a local level reduces the need for multiple layers of upper-level management. Together with the stated impact on retention, operations are more cost-efficient and this is passed on to clients.
  • Thoughtfully Proactive and Decisively Reactive: Change is inevitable. Strong leadership skills increase organizational speed and flexibility, enabling Qualfon to better service clients and their customers. Leadership Academy builds ownership and improves decision-making on the frontline.

And to ensure Qualfon is proactively building a leadership culture, Qualfon’s contact center agents who meet the necessary performance and aptitude criteria begin training well before they take on supervisor responsibilities. This ensures that agents are prepared for promotions affording Qualfon the talent needed for scalable, sustainable leadership.

“Anyone who works in a call center knows that the supervisor plays a critical role in the performance of the center. We are working hard to do everything we can to help our supervisors succeed. That is the purpose of our Leadership Academy,” said Mike Marrow, CEO, Qualfon.

“This program really sets Qualfon apart,” said Kathy Flowers, Corporate Director of Learning & Development at Qualfon, who oversees the Leadership Academy program. “To my knowledge, no other BPO has established this Six Sigma requirement for supervisors or taken this type of across-the-board pledge to quality and process excellence.”

Clients see the difference in Qualfon supervisors after Leadership Academy and Six Sigma certification. Flowers explained, “After graduating, our supervisors take a new level of responsibility and ownership for their work. As a result, clients realize direct improvements in employee engagement, absenteeism, occupancy and performance. In Mexico, one of our clients came to us and asked what we were doing with our leaders because they quickly recognized the use of Six Sigma practices and enhancements in their leadership style.”

Leadership Academy is designed to provide leaders with practical skills they need to be effective mentors, managers, messengers and stewards of service quality. It offers a variety of courses both online and in traditional classroom settings. The certification program includes foundational leadership courses such as leadership and coaching, communication styles and contact center metrics. Advanced courses such as project management, conflict resolution and client management are pre-requisites for the Six Sigma certification, which culminates the program. For each leadership position, Qualfon tailors a list of required courses specific to their individual roles and responsibilities.

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., and Mexico. 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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