September 7, 2017

GlennMcCormack-AnnouncementQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced the addition of Mr. Glenn McCormack as the new site director of its Providence II site on the Georgetown Campus in Georgetown, Guyana. Mr. McCormack will report directly to Richard Brinson, VP of Operations in that country. Operations, learning management, and recruitment managers assigned to this new structure will be reporting to him.

McCormack is a graduate of the University of Wisconsin at Madison by way of Nova Scotia, Canada. He received his Bachelor of Commerce Degree in International Business in 1992 and earned his MBA in 1998 from the University of Wisconsin.

Continue reading...

August 21, 2017

Press-Release-Guyana-Amazon-1-v2.1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will triple the size of its customer care operation that serves a global online retailer. Through the remainder of 2017, Qualfon plans to add 700 full-time associates as well as leadership and support staff to its Providence Campus in Guyana, South America. For Qualfon, the program expansion is a testament to the company’s operational excellence. For the retailer, the investment ensures high-quality customer service while diversifying its global footprint and expanding its capabilities during seasons of high demand.

“Our client is making additional investments in Qualfon Guyana, because of our top-level performance and our trusted growth plan,” explained Kim Carr, Client Relations Director, Qualfon. “They like the culture and native-English skills of the Guyanese people. Plus, the geographic location sits outside hurricane zones and diversifies their operational presence across other near-shore and off-shore destinations.”

Continue reading...

May 29, 2017

Nearshore Americas CX Guyana 2017 EventQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will offer a tour of its Guyana Providence Campus as part of the Nearshore Americas CX Guyana 2017 trade mission, June 7-9. The invitation-only event is designed to familiarize potential investors with the BPO industry in Guyana and offer discovery tours of local contact center operations, including Qualfon’s 10-acre campus.

Nearshore Americas explained the demand for the event with this statement: “Over the last few years, Guyana has emerged as one of the hottest new entrants in the Nearshore BPO services space. This rise is not surprising. Guyana’s English-speaking population, affinity for U.S. culture, and low-cost business climate combine to make it an intriguing new option for global business services decisions makers.”

Continue reading...

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.

Continue reading...

February 10, 2017

guyana-growth-press-release4Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is growing its business in Guyana, South America. At the Providence Campus contact center, Qualfon’s existing client accounts expanded by approximately 250 full-time positions during Q4 2016, and growth is expected to continue through Q1 2017 with an estimated 120 additional full-time positions. The growth comes largely from customer care programs serving clients from both the technology and eCommerce industries.

“Clients are pleased with the top-level performance and leadership at Qualfon Guyana, so they are making additional investments in our partnership, expanding Qualfon’s customer service programs with more employees. This means positive growth for our business and more job opportunities for the local community,” explained Mark VanderPloeg, Site Director, Qualfon Providence Guyana.

Qualfon attributes the success to its tight focus on proactive leadership investment and contact center results. “Qualfon’s Leadership Academy is developing entry-level employees into leaders long before they take on supervisor roles and responsibilities. This improves front-line decision making and empowers our client programs to have scalable and sustainable leadership. Clients are rewarding this readiness because our customer satisfaction results are meeting and exceeding expectations,” added VanderPloeg.

Continue reading...

October 31, 2016

peer-educators-qualfon-guyana-partnership-with-guyana-business-coalition-on-healthQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that it has signed on as a member of the Guyana Business Coalition on Health Awareness (GBCHA) and has 26 Peer Educators to help promote health and wellness at the company’s contact centers in the capital city of Georgetown, Guyana, South America. The membership is assisting Qualfon in serving more than 2,000 employees with health awareness services including training programs for employees, health awareness sessions, and health education resource distribution.

Recently, the Qualfon Guyana Human Development department launched its first Peer Educator training workshop, during which 26 employees were empowered to better understand and recognize health issues and were trained in how to effectively respond to concerns. Icebreaker activities also gave Peer Educators insight into health self-awareness and self-realization.

Photo at Right: Qualfon Guyana employees celebrate after completing the GBCHA Peer Educator training workshop

Continue reading...

May 3, 2016

Guyana Operations TransitionQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that it will transition its Guyana contact center operations currently located at Beterverwagting East Coast Demerara to the company’s newly built contact center campus at Providence East Bank Demerara. The transition is tentatively scheduled for August 2016 and will not impact client services or personnel.

“Part of being a mission-driven company means we put the person first. One of the ways Qualfon does this is by investing in enterprise-class technology and infrastructure as a global standard,” said John Yanez, COO, Qualfon. “After more than 10 years in Georgetown, the Guyanese people have earned the right to be considered a premier location for nearshore BPO services.  This investment in Guyana acknowledges their evolution and importance to Qualfon’s mission to be the best BPO and affirms our commitment to make people’s lives better.”

Continue reading...

December 7, 2015

Q20151119gmsawinnersualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, received an award from the Guyana Manufacturing & Services Association (GMSA) recognizing its contributions to the growth and development of the information and communications technology (ICT) sector in the country of Guyana, South America.

Photo at right: Luanna Persaud (seated at the lower right) representing Qualfon Guyana at the GSMA awards ceremony

Continue reading...

September 7, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that driving rains are no match for its Feeding the Homeless Drive in Georgetown, Guyana, South America, where 25 dedicated Qualfon employees fought a deluge to feed a hot meal and beverages to roughly 50 people in need.

In early August, a group of employees gathered after work to donate their cooking skills and rain-proof smiles to Qualfon’s Feeding the Homeless program. The monthly activity is an ongoing effort in which employee volunteers make meals and personally deliver them to people in different areas around the city of Georgetown. The program in August targeted those living on the streets near the Stabroek Market.

“The rain was pouring down in buckets, but the volunteers from Qualfon Guyana Site 1 were determined to take dinner to the people who call the streets of Georgetown their home,” said Qualfon Guyana Mission Office Coordinator, Yvonne Harry. “We used umbrellas and anything we could find to offer shelter to all who came. We were soaked and cold, but it didn’t matter. Our acts of kindness, our laughter and our happiness warmed our hearts and lifted our spirits! After two hours, when everyone had something to eat, we hugged each other said our goodbyes.”

“It is stories like this one that help Qualfon explain its company purpose and mission,” said Luanna Persaud, Qualfon Guyana’s Mission OfficQe Senior Manager. “As our mission states, we are company that aims to be the best outsourcing provider, but our mission also states that we work to make people’s lives better. We’re a company that cares for the community, and thanks to devoted employees like these our support comes rain or shine.”

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.

Continue reading...

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.

Continue reading...