November 7, 2016

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Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its “contact center in the neighborhood” approach is the focus of a recently published Frost & Sullivan white paper. An Emerging Model in BPO: The Contact Center in the Neighborhood explores how Qualfon’s innovative strategy in Manila, Philippines is making lives and business better by cultivating a culture of employee engagement that drives competitive advantage through lower attrition and absenteeism and higher performance.

Download the Frost & Sullivan White Paper (no registration required)

“The contact center in the neighborhood is an interesting concept for urban areas because it reduces the time and cost of challenging commutes, which in turn seems to improve agent satisfaction, retention, and engagement,” said Stephen Loynd, a BPO industry analyst and Global Program Director at Frost & Sullivan, who visited the center in Manila earlier this year.

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August 31, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its Mission Office created a “Future in a Shoebox” educational drive to gather 225 shoeboxes filled with school supplies for special-needs students at the Zapatera Elementary School in Cebu, Philippines. Thanks to the kindhearted employees in Cebu, Qualfon exceeded its goal by 25 shoeboxes and touched the lives of 250 students in need.

“The name ‘Future in a Shoebox’ comes from how we wrap each shoebox filled with supplies and then give them to children as a gift of hope for their future through education,” said Noel Maralit, Site Director, Qualfon Cebu. The school supplies collection campaign was organized and supported by Qualfon’s Give@Work program, which promotes a culture of education and paying it forward.

To support the program, Qualfon invited its employees to donate shoeboxes, school supplies, or a combination of both to help the Mission Office achieve its goal, and the response was very positive. “While we received a lot of supplies from employees who have children, we also received many donations from employees who have no children as well. So you can see how this community need touches the hearts of everyone,” said Robie Mae Padilla, Mission Office Facilitator, Qualfon Cebu.

In addition to providing supplies, employees also donated their time and fundraising skills. “Many employees helped with gift wrapping all of the shoeboxes. We couldn’t have done 250 shoeboxes without them,” said Mary Kristine Sejano, Mission Office Facilitator, Qualfon Cebu. “We also had a lot of employees volunteer to help us raise funds and participate in the distribution of the shoeboxes to the children. To all of those helpers, we extend a big thank you!”

Qualfon’s mission is to: “Be the Best BPO. Make People’s Lives Better.” As such, Qualfon’s Mission Office documents the company’s ability to make a positive impact on people’s lives, tracking volunteer hours donated and publishing the information in the monthly newsletter. “I am so thankful to work for a company that makes people, families, and the community a priority. At Qualfon, employees actually live the mission and values,” added Ker Almeda, Quality Assurance Coordinator, Qualfon Cebu.

Since education is such an important factor in making people’s lives better, the Qualfon Mission Office extended the educational drive and its benefits to Lahug Elementary School, Barrio Luz Elementary School, and Sawang Calero Elementary School; the Badjao Community; one of the indigenous tribes in the Philippines; and also to some of Qualfon’s service personnel, such as security guards and janitors. To date, the Qualfon Cebu Mission Office has helped 632 people.

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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August 11, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, has been publicly praised for its services in Cebu, Philippines that promote a healthy lifestyle at work. Philippines newspaper, The Freeman, published an article recognizing Qualfon’s Healthier You Biggest Loser Challenge program as exemplary in promoting a healthy work-life balance.Qualfon Biggest Loser Challenge Cebu PhilThe news article, published July 25th and written by Alan G. Choachuy, refers to Qualfon when it states that “one BPO takes a step further in taking care of their employees.” It explains how Qualfon’s company mission to “be the best BPO, make people’s lives better” generates programs that encourage employees to be more health conscious.

One such program is Qualfon’s Healthier You Biggest Loser Challenge, Qualfon Biggest Loser Challenge Cebu Phil 3which attracted 22 employee participants. Much like the TV show, The Biggest Loser, this weight-loss contest runs for eight weeks and awards those who lose the most weight. Most importantly, the program aims to help employees form new habits that are easy to continue even after the contest closes. For instance, participants undergo a demanding Metafit workout routine that teaches employees how to exercise under tight budgetary and time constraints. The Metafit team shows participants how to exercise in short, high-intensity increments using their own body weight as “gym equipment.” The team meets three times each week and offers customized workout assignments. Participants must weigh in every two weeks, and the contest ends September 18th.

Aimee Sibul Martinez, Activities Coordinator at Qualfon Cebu, explained the program’s popularity and success as an output of its all-encompassing approach. “It’s not just about losing weight but making the choice of a healthier lifestyle and forming new habits for a lifetime, from choosing a healthier diet to creative ways to get a few more steps into everyday routines.”

In fact, local healthy food advocate Chef Chip Lopez gives participantsQualfon Biggest Loser Challenge Cebu Phil 2 healthy cooking tips, and the program presents what is considered amongst employees as the biggest challenge of them all—taking the stairs to work. Qualfon’s contact center is located on the 11th floor of a high rise building in Cebu, and employees are encouraged to add another flight each week until they reach the goal. Continued engagement is also critical, added Martinez. As Wellness Ambassadors, the 22 participants will be invited to continue to assist Qualfon in rolling out an overall corporate wellness program in Cebu.

The Freeman news article calls Qualfon’s healthy lifestyle programs a “good example of how a company should take care of their employees,” adding that “this is something that the other BPOs should follow.”

Read The Freeman news article

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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August 3, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, announced today the appointment of David Bruce Jackson, Sr. as Site Director in both of its contact centers in Dumaguete, Philippines. Jackson will oversee all operational programs and activities at Qualfon Dumaguete I and II.

Jackson has 20+ years of leadership experience, including 11 years in the BPO industry, and he has been managing contact centers in the Philippines for the past nine years for eTelecare, VXI Global Solutions, and Serco Global Solutions, where he spent the previous two years as V.P. and Philippines Country Head. Working for companies in the financial services, telecommunications, and travel and hospitality industries, Jackson brings a wealth of operational expertise to Qualfon, which has been providing services in Dumaguete since 2010.

“David is a great addition to the Qualfon family, and we are excited to welcome him to our company,” said Steve Brown, V.P. and G.M. of Qualfon Philippines. “Both his experience in the industry and his dedication to members of his community complement Qualfon’s mission to be the best BPO and make people’s lives better. David has a wide array of capabilities and skills, and we are fortunate to have him on our team.”

Part of Jackson’s varied experience includes his role with Citigroup, where he served four years as the V.P. of Customer Service, Real Estate Division. He also spent four years at MCI leading the sales and customer service departments. With a history of client accounts spanning American Express, Barclays (UK), XOOM, AT&T, Vonage, DirecTV, Google, and Hilton Worldwide, Jackson is recognized for his vast skillset.

When he is not in the office, Jackson enjoys practicing basketball and football with his three sons, and he is an avid cook. He also spends his spare time serving the local community and frequently volunteers to help the indigent populations.

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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February 18, 2014

Qualfon, a leading business process outsourcing (BPO) and call center service provider, announced the appointment of Jose Baena as Site Director for Dumaguete II, Qualfon’s second contact center facility in Dumaguete, Philippines. Jose Baena

Jose has considerable experience in the call center industry including 13 years in client operations, client services, training, and quality analysis. In his most recent role, he handled 2,000+ full-time employees across three locations and was responsible for the profit and loss, operations, and client services of each site.  He has been promoted through the ranks from Representative to Team Leader and Operations Manager, and then to Operations Director, Global Operations and Client Solutions Director. Jose has successfully handled multiple accounts and up to 12 clients, all of which resulted in improved program performance and program growth. Jose was also a pioneer in the start-up of a very successful “green field” site in Leyte, Tacloban, Philippines.

Jose reports directly to Steve Brown, County Manager for the Philippines. “Jose is very talented and has experienced considerable professional growth in our industry,” said Brown. “With the creation of 400 new jobs in Dumaguete, Qualfon is experiencing significant growth in the telecommunications industry. Jose will be critical in both helping Qualfon handle this new growth and also in ensuring continued success.”

Jose holds a Bachelor’s degree on Broadcasting Journalism from De La Salle University-College of Saint Benilde.

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, 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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