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 16, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, announced today the appointment of Alberto Amezcua as Site Director in Mexico City. Amezcua will oversee all operational programs and activities at Qualfon’s Mexico City site.

Amezcua has been in the contact center industry for 17 years and brings vast experience in operations management, implementing productivity improvements, process re-engineering, and operational efficiencies. With his proven track record of creating strategies for decreasing employee attrition and increasing employee satisfaction, Amezcua is a perfect fit for Qualfon, whose mission is to “be the best BPO and make people’s lives better.”

“We are excited to welcome Alberto to the Qualfon family,” said Alejandra Romero, Executive Vice President of LATAM & Global Solutions, Qualfon. “With his extensive contact center experience and his focus on employees, he is aligned with Qualfon’s mission and values. He will be a valuable asset in helping Qualfon be the best BPO and enriching the lives of those people around him, both at the Mexico City site and in the neighboring communities.”

Amezcua has a tenured career history at Telvista, where he was responsible for managing multiple national and international clients and overseeing Telvista’s two sites in Mexico City. As a results-driven team player, Amezcua’s focus on people and process efficiencies has contributed to his success in the contact center industry. He has studied electronics engineering and business management and recently earned a bachelor’s degree in International Business Administration from Universidad Latino Americana.

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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May 12, 2014

Qualfon, a leading business process outsourcing (BPO) and call center service provider, announced the appointment of Armando Rene Sanchez as Site Director to lead they company’s contact center and back-office operations in Mexico City, Mexico.

Armando has more than 15 years of BPO experience in Latin America, managing contact center operations in AAA companies like Grupo Carso (Telmex), Sam´s Club – Wal Mart, GMLink, MVS Group, Farmacos Especializados (the largest drugstore retailer in Mexico) and Atento Mexico. He has a vast experience in operations, customer satisfaction, client management, and non-voice communication channels including social media, SMS text, email, and online chat. He is a registered auditor in the Institute of Mexican Teleservices (IMT), the Mexican agency for the BPO industry. Armando holds a bachelor’s degree in telecommunications engineering from National Autonomous University of Mexico (UNAM), the largest University in Mexico.

As site director, Armando will direct and oversee all operations and administrative activities with the support of functional managers both locally and at the corporate level. He reports directly to Alejandra Romero, Executive V.P. of Qualfon Latin American and Global Solutions. “We are pleased to welcome Armando to the Qualfon family,” said Romero. “He is extremely talented and has considerable experience in our industry that will be critical in both helping Qualfon handle new growth and in ensuring our continued innovation and success.”

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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October 21, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center service provider, announced today that it launched two services for a major internet search company. Qualfon’s Mexico City location is providing customer acquisition and on-boarding services on behalf of the search company. These services support businesses in the Mexico region, and the search company intends to expand the program over time.Qualfon Launches Customer Acquisition for a Major Internet Search Company

Qualfon is experiencing rapid client growth in Latin America. Over the past few months, Qualfon has announced three other new business opportunities in its Mexico City location. “This win endorses our belief in Mexico’s re-emergence as a great market for BPO services, and Qualfon’s other recent new partnerships reconfirm our ability to be a competitive market player in the Latin American region,” said Bob Dechant, Qualfon’s Chief Sales and Marketing Officer.

Qualfon’s new services directly support small- and medium-sized businesses (SMB) and further expand its portfolio of work. “This partnership is significant because we’re diversifying beyond basic consumer work and providing SMB customers with consultative services including marketing campaign management,” said Dechant. “This proves our wide variety of capabilities and serves as evidence of Qualfon’s maturity in the Latin American BPO market.”

The search company selected Qualfon because of its differentiated business model. Qualfon focuses on its mission to be the best BPO and make people’s lives better. As a direct result, the company achieves employee tenure rates two times higher than the industry average, which ultimately provide clients with high-performing and cost-effective solutions.

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 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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