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

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March 30, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, recently received three National Contact Center Excellence Awards from the Mexico Institute of Teleservices or Instituto Mexicano de Teleservicios (IMT). Company executives accepted the awards at a special ceremony during IMT’s Global Contact Forum in Mexico City on March 10th, 2015.

Qualfon was recognized for excellence in contact center management relations, receiving a gold trophy for the Best Sales Strategy, a silver trophy for Best Technological Contribution, and a bronze trophy for Best Operational Strategy Internal & Outsourced. Specific Qualfon projects and sales solutions in the insurance industry, online advertising industry, and back-office services sector helped differentiate Qualfon from the other 150 award applicants. This marked the first year in which Qualfon participated.

“We are very honored to accept these three awards from IMT,” said Mike Marrow, Qualfon CEO. “Qualfon competed head to head with many talented companies, and we are extremely proud to have earned the recognition of the leading organization in the contact center industry in Mexico and Latin America.”

IMT’s National Contact Center Excellence Awards recognize successful companies with operations in Mexico, showcasing the talent that has resulted in outstanding performance. Awards are bestowed on those companies that positively impact results in customer satisfaction, operations, human resources, and the business in general. The awards also identify strategies, projects, and solutions that build relationships between the company/clients and the local government and its citizens. Through the awards program, IMT aims to help promote competitiveness across the Mexico and Latin America contact center industry.

“IMT’s goals of promoting competitiveness in the industry and identifying top performers who also build strong community and governmental relationships aligns perfectly with Qualfon’s mission to be the best BPO and make people’s lives better,” said Alejandra Romero, Executive Vice President of LATAM & Global Solutions at Qualfon. “Qualfon works closely with Mexico’s government, private agencies, and with our local communities in humanitarian efforts, and we continually aim to strengthen those relationships for the mutual benefit of all.”

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 9, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, and its managers in Mexico City are finding that a new program focused on Qualfon’s company values is having a positive impact on performance metrics in the contact center. In particular, the new program is increasing quality analysis (QA) scores.

Qualfon Values STRIDES Logo 4-24-14“What we’re seeing is a direct correlation between quality and the Qualfon values,” said Mariana Semjase, QA Manager at Qualfon Mexico. “When our contact center employees understand, embrace, and live the Qualfon STRIDES values, it increases the quality analysis score.”

STRIDES is the acronym Qualfon uses to represent its seven company values:

  • Service
  • Teamwork
  • Results
  • Integrity
  • Dignity
  • Encouragement
  • Spirituality

After recognizing that employees didn’t clearly know or understand Qualfon STRIDES, the Mexico team designed and implemented a program called QA with STRIDES that educates and incentivizes contact center employees around behaviors that correspond with the seven values. Here’s how it works. The program divides employees into teams so that each team has a diverse representation of skills and abilities, including at least one top performer and at least one bottom performer. Each week, the team with the highest QA score that has done an exemplary job in displaying a Qualfon value receives a STRIDES medal. At the end of the month, the team with the most STRIDES medals is awarded a prize.

After implementing the QA with STRIDES program, Semjase saw a distinct increase in quality performance metrics. During the first week, quality analysis scores increased from 84% to 87.22%, and during the second week it continued to rise to 90.6%. “With a more than 6 percentage point increase in just two weeks, we see this as significant success,” said Semjase.

The program aims at increasing performance by motivating employee teams through the Qualfon STRIDES values, and that’s the key, explained Semjase. “The program blends contact center performance metrics with basic Qualfon principles and values. It puts an emphasis and importance on the human side of our day-to-day jobs which lays a foundation for quality interpersonal communication and group synergy—all without ignoring overall QA performance results,” she said.

The program also helps managers to coach and encourage employees not just in their work but also in their personal life. “It provides a framework that allows us to make our employees aware that when you live these values, you have a better life, and that happiness spills over everywhere. Managers and teammates recognize it and customers hear it too when they call the contact center,” said Semjase.

Fifteen employees are participating in the QA with STRIDES program today, but with continued success that number may quickly rise. “We’re excited to see if we can maintain the QA metrics increase and evaluate whether the program impacts active listening, empathy, and other factors that influence the customer experience. We can’t wait to see where this goes next,” said Semjase.

About Qualfon

Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of call 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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February 16, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, hosted its inaugural Qualfon Bike Tour in Mexico City on January 25, 2015. Roughly 25 employees and their family members peddled their way through the main avenues of Mexico City, including two of the most iconic downtown zones: Paseo de la Reforma and the Monument to the Revolution. The event attracted more than just riders. Roller-skaters, runners, and cyclists all crossed the finish line to receive a prize hydration pack—a water bottle, fresh fruit, and an energy bar.

“The Ministry of Environment in Mexico City closes avenues every Sunday to create open spaces for the public, so we used this platform and charted a route for Qualfon’s inaugural Bike Tour event,” explained Mariela Paredes, Mission Office Coordinator for Qualfon Mexico.

The Qualfon Bike Tour was an idea that stemmed from Qualfon employees who were looking for an opportunity to get their families together outside of the office. The initiative took shape during one of Qualfon Mexico’s Coffee Time Session meetings, a monthly group organized by Qualfon’s Mission Office that aims at opening lines of communication between employees and management. The group discussed several ideas for activities or places to meet, and they soon learned that everyone enjoyed sports activities—in particular, riding bikes.

“In January, we decided it would be fun to get our families together. Once we chose to ride bikes, the plan came together quickly,” said Paredes, who is pleased with the success of the Bike Tour and the program that stirred the event.

“Qualfon places a lot of emphasis on the family,” Paredes said, “and today I saw multiple families interact and engage during this great mixture of exertion, relaxation, fellowship, and fun! Based on the number of smiles I saw throughout the event, it was clear that we made people’s lives better today, which is part of Qualfon’s company mission.”

About Qualfon
Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of call 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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January 12, 2015

Qualfon Mexico Day Care

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of call center services, announced today that its Mexico City contact center will provide free daycare for employees’ children on the last Friday of every month, when school is not in session.

Mexico’s public school system is closed on the last Friday of every month, so teachers can attend professional training. On these days, many parents struggle to find reliable and affordable daycare services for their children, but Qualfon is easing that burden.

“The Qualfon Mexico Mission Office, which focuses on finding ways to enhance the lives of employees, recognized this basic need and is working to fill the void with free daycare offered right in our contact center—where it’s most convenient for employees,” said Armando Sanchez, Site Director at Qualfon Mexico.

Qualfon Mexico Offers Free Daycare for Employees

The daycare service began on November 28th and is offered from 6 a.m. to 9 p.m. every month during the school year. Mothers and fathers can drop off and pick up their school-aged children at the daycare room in Qualfon’s contact center as they come and go from work.

Qualfon employee volunteers watch over the children, “which is a huge advantage,” explained Sanchez. “These mothers and fathers know many of our childcare providers on a personal level as their co-workers and friends, so they are trusting and more comfortable with the care here. This service is made possible thanks to the participation of our employees, who live up to Qualfon’s values, believe in the importance of serving each other, and really work to fulfill Qualfon’s mission to be the best BPO and make people’s lives better.”

About Qualfon
Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of call 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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August 19, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, dedicated a day of volunteerism at the San Judas Tadeo Shelter in Mexico City. More than 20 employees from Qualfon’s Mexico City location volunteered to clean the shelter and spread some cheer among the 60 residents there. San Judas Tadeo provides basic needs to the elderly and those who have been abandoned by their families or cannot support themselves. Qualfon Mexico Makes the San Judas Tadeo Shelter Shine

While Qualfon volunteers mopped, dusted, and deep cleaned bathrooms, bedrooms, and community spaces within the shelter, other employees put their skills to good use. For instance, Dolores Torres, Qualfon’s Foundation International Director, offered free haircuts for the residents. Other volunteers such as Alejandra Romero, Qualfon’s Corporate Operations Officer, organized games and offered friendship through conversation and healthy snacks.

“Qualfon’s mission is to make people’s lives better, and this project achieved that by brightening the homes and lives of our community members at San Judas Tadeo,” said Manuel Marquez, Manager at Qualfon’s Mexico City contact center.  But the volunteers also benefitted from these efforts. “The residents of San Judas Tadeo have unique life experiences and valuable lessons to share, and we spent time with them to hear their stories. At the end of the day, volunteers had a great experience and learned some incredible life lessons at the same time,” said Marquez.

This shared sense of value is exactly what Qualfon and its mission seeks. “The purpose of Qualfon is not only to take care of our clients and their customers, but also to make the lives of people better both inside and outside our organization,” said Roberto Sanchez Mejorada, Chief Mission Officer at Qualfon.

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 servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing 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 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 turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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July 15, 2013

Mexico City, Mexico – July 15, 2013  – Qualfon, a leading global business process outsourcing (BPO) provider, announced today that it will expand its growth in the financial services industry with a new banking client. A Mexico-based bank awarded Qualfon a contract to provide survey services from its Mexico City location.Qualfon Expands into the Financial Services Industry with New Banking Client

Qualfon’s new client is a holding company headquartered in Mexico with a 20-year history in the market. Qualfon was selected because of its Latin American expertise, high-performance operations in Mexico City, and also because the company mission and values align with that of the bank. Both Qualfon and the bank are focused on improving the quality of life for individuals, families, and communities.

“We are delighted about this opportunity to work with a company that is rooted in the same foundation we are—making people’s lives better,” said Alejandra Romero, Qualfon’s Chief Operations Officer. “This new relationship expands our Mexico operations and our portfolio of financial services clients, but it also multiplies our ability to give back to the local Mexican communities. This is a win all the way around.”

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 servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing 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, Making 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 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 turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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July 3, 2013

Mexico City, Mexico – July 3, 2013 – Qualfon, a leading global business process outsourcing (BPO) provider with proven LATAM contact center experience, launched a new client program in its Mexico City center. Qualfon is providing full lifecycle customer support services primarily in Spanish and English for a large multinational client who recently expanded services to Mexico.

“Qualfon has a long history in Latin America dating back to 1996. We understand the market, and our Mexico City customer service delivery center offers large multinational companies an excellent hub to serve customer growth in Latin America,” said Bob Dechant, Qualfon’s Chief Sales and Marketing Officer. “Mexico City delivers access to a very skilled workforce that other cities in the region can’t provide. In addition, when compared to other locations, Mexico City is an extremely safe environment with favorable labor laws that make it an ideal market to service U.S.-based multinationals.”

The new customer support program is operating out of Qualfon’s Mexico City center, which is strategically positioned for contact center success. Qualfon Mexico CityIt is located in the Tizapan San Ángel area, an upscale community that has easy access to major transportation routes. Just one-half mile from Mexico’s largest university (National Autonomous University of Mexico with more than 300,000 students) and minutes from five other universities, this location provides a large, highly skilled workforce.

Qualfon’s Mexico City facility is a new center that accommodates 600 contact center employees. The premier office building has high-end design and furnishings, natural lighting, state-of-the-art technology, 24/7 security, a parking garage, and a roof-top garden for employees. “Our facility is definitely an advantage for recruiting high-performing employees, and our values-centered people approach enables us to maintain an employee retention rate double that of other call centers in the region,” said Manuel Márquez, Call Center Manager for Qualfon Mexico City.

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 servicing our BPO clients since our founding in 1996 and, today, we are 8,500 employees servicing 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, Making 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 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 turnover and strategic locations enable us to provide our services at a lower cost. www.qualfon.com

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