January 30, 2017

Qualfon_Group_Photo_Summit_2017Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, held its annual leadership summit last week in San Antonio, Texas, during which executives and leaders gathered from across the globe to recognize recent achievements and chart a course toward the company mission: “Be the best BPO. Make people’s lives better.”

During the event, CEO Mike Marrow recognized employee efforts that were instrumental in advancing the company in 2016. The third annual CEO Shining Star Awards were presented to seven leaders whose personal contributions stood out among the rest. The winners are:

Abril Aramburu, Human Development Manager, Mexico City, Mexico: For her passion and unwavering dedication to serve the needs of others, adding value to both operational efficiency and effectivenessQualfon Summit 2017 - 208 - Shining Star Award Winners

Jewel Bowers, Operations Director, San Antonio, Texas: For her persistence in the pursuit of excellence, driving a culture of continuous improvement and momentum toward results that exceed all expectations

Kristie Chappell, Accounting Service, West Chester, Pennsylvania: For her ability to successfully tackle the toughest challenges, handle conflict with patience and grace, and incite passion and inspiration into those around her

Kamaria Crawford, Senior Operations Manager, Georgetown, Guyana: For her creative and mindful leadership that drives customer care results while also encouraging employees to find a healthy work-life balance

Chad Jumalon, IT Corporate Director, Cebu, Philippines: For his responsiveness, personal reliability, and steadfast work ethic that empower the company to move fast and attain operational excellence

Jeremy Lunnen, Leadership Development Programs Manager, Liberty Lake, Washington: For his vibrant leadership and dynamic teaching skills that create a heightened sense of community and inspire others to learn and grow

Renea Malara, Benefits Manager, Fort Collins, Colorado: For her tireless contributions, management skills, and service-focused strategies that keep the employees informed, the department on track, and the company in compliance

“You are an inspiration to the executive team and to your colleagues and peers,” said Mr. Marrow, as he addressed the Shining Stars from the podium. “Thank you for your service and dedication to Qualfon. It is your management skills, your mentoring techniques, and your ability to be effective messengers that allow us to achieve our mission.”

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June 8, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, received a vote of thanks and loud congratulatory applause from the Mayor of the City of Harlingen, the CEO of the Harlingen Economic Development Corporation, City Council members, and also from members of the Harlingen Chamber of Commerce and the community at large during its grand opening ceremony held on May 28th. At the event, Qualfon cut the ribbon on its new contact center, which will create 1,000-1,200 new jobs in Harlingen, Texas.

“It’s another great day for the City of Harlingen,” said Christopher Boswell, Mayor of Harlingen, Texas, as he addressed the audience. “We are especially excited to have Qualfon here because they represent a different generation and a different mindset in this industry with the way that they approach business. If you do research on Qualfon, you know that this is an international company that really believes in lifting its employees up and in ensuring that employees have the tools they need to be successful.”

“This is not just another call center opening and not just another outsourcer coming in to ‘land and expand’ or set up a short-term operation and close shop in a couple of years or take jobs away from Americans. Just the opposite. This opening represents an important step to provide meaningful work and employment in Harlingen and meet the high demand for the provision of outstanding customer service,” said Michael DeSalles, Principal Analyst at Frost & Sullivan, as he took the podium.

Harlingen’s city leaders tipped their hats to Qualfon and its founder, Alfonso Gonzalez, as he explained the company’s mission to “Be the Best BPO. Make People’s Lives Better.” During the ceremony Gonzalez shed light on how Qualfon acts on its purpose to help others—serving the needs of employees, their families, and the larger Harlingen community. Qualfon’s Mission Office puts programs and services into place that support people’s professional and personal lives including family, friends, community, and spirituality. In Harlingen, the Mission Office is already offering free chaplain services, employee fun clubs, and volunteer opportunities for employees to assist local non-profits such as the Ronald McDonald House, United Way, and The Boys and Girls Clubs of America. “Qualfon’s mission is unique, elegant, and ambitious. It’s not what the other BPO companies are saying,” said DeSalles. “As a result, the local government and the Harlingen business community are embracing a new player who is here to stay and who is serious about making an impact.”

The company mission enables Qualfon to effectively engage employees, which then lowers attrition and operational costs and generates higher quality services for clients and customers. With the mission programs in effect in Harlingen, Qualfon managers expect to achieve employee tenure rates that are two times higher than the industry average.

“With unquestionably the lowest attrition rates I’ve seen in the industry, I can tell you that Qualfon nurtures, cares for, and develops its employees. They clearly recognize employees as the company’s greatest asset,” said DeSalles.

“Qualfon’s growth is having a very pronounced impact on our unemployment rate,” said Raudel Garza, CEO of the Harlingen Economic Development Corporation (EDC), during the ceremony. “We are so happy to be playing a part in bringing jobs to this community.”

“It’s exciting to be able to partner with a company like Qualfon here in our community. Qualfon has a great business model and a strong vision for how it wants to operate, and we have a wonderful workforce to make that vision become a reality,” added Mayor Boswell.

Qualfon in Harlingen

Qualfon’s new contact center is located at 2200 Haine Drive. Operations are already underway at the 42,169 square-foot site, where 147 Qualfon employees currently provide customer support services in the identity theft protection industry. But the number of employees is expected to increase dramatically as Qualfon continues to invite new and existing clients to do business in Harlingen.

Qualfon will offer a variety of job opportunities in the areas of customer care, technical support, sales, customer retention programs, as well as back-office services, and it is currently hiring customer service representatives, technical support representatives, and experienced managers. For more information on available positions, contact Patti Galvan at 970-266-7029 or PGalvan@Qualfon.com.

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.

Related Press Releases

Qualfon Grand Opening Ceremony Celebrates Harlingen’s Ideal Value in the USA
Qualfon Anticipates Future Growth and Builds a Contact Center in Harlingen, Texas

 

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May 18, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, will hold a grand opening ceremony Thursday May 28th at its new contact center in Harlingen, Texas. The event will officially open the doors to Qualfon’s new site and will highlight Harlingen as a U.S. location that provides access to high-quality skillsets and bilingual services at highly competitive prices.

“Harlingen’s business climate and Qualfon’s new contact center in Harlingen serve as a demonstration of how Qualfon is continuing to deliver value-add outsourcing locations to its clients. Harlingen is a city rich with outstanding technical support, customer service, and sales talent that is 60% bilingual. In addition, Harlingen’s low cost of living combined with Qualfon’s industry leading employee tenure rates offer clients the ideal value in the USA for contact center and back-office outsourcing services,” said Mike Marrow, CEO, Qualfon.

As Qualfon unveils its new contact center at 2200 Haine Drive, the ceremony is expected to draw crowds. Harlingen’s Mayor, Chris Boswell, and Manager & CEO of the Harlingen Economic Development Council, Raudel Garza, will be key participants in the ceremony, which will include a ribbon-cutting celebration. As part of the event, attendees will also hear from Frost & Sullivan’s Principal Analyst, Michael DeSalles, as well as Qualfon’s Founder and Chairman, Alfonso Gonzalez. Members of the media, Qualfon’s partners in the community, clients, and prospects are invited. After the ceremony, attendees will have the option to take a guided tour of the contact center site.

1,000-1,200 New Jobs in Harlingen

Operations are already underway at the 42,169 square-foot contact center site, where 147 Qualfon employees currently provide customer support services in the identity theft protection industry. But the number of employees is expected to increase dramatically as Qualfon continues to invite new and existing clients to do business in Harlingen. “Qualfon Harlingen is expected to bring approximately 1,000-1,200 new jobs to the region over the next few years,” said Marrow.

Qualfon will offer a variety of job opportunities in the areas of customer care, tech support, sales, customer retention programs, as well as back-office services, and it is currently hiring customer service representatives, technical support representatives, and managers. For more information on available positions, contact Patti Galvan at 970-266-7029 or PGalvan@Qualfon.com.

More Than Just Jobs—Qualfon Makes People’s Lives Better

“While new job creation alone is a cause for celebration, Qualfon and its people-oriented company mission have more to offer Harlingen than just paychecks,” explained Roberto Sanchez Mejorada, Chief Mission Officer, Qualfon.

Qualfon’s company mission is: “Be the Best BPO. Make People’s Lives Better.” That means Qualfon is putting programs and services into place with the aim to directly serve the needs of Harlingen employees, their families, and the local community.

Qualfon Harlingen has the following mission-driven resources and programs:

  • Caring Programs:Support for local non-profit organizations including the Ronald McDonald House, United Way, The Boys and Girls Clubs of America, and United Blood Services
  • Fun@Work Clubs: Fun clubs where employees share common hobbies and interests – three clubs (book club, table tennis, and games) have already been established
  • Worksite Chaplains: Interfaith chaplains provide employees free access to counseling, support, mentoring, and professional advice

“Qualfon always starts with people. We care about our people—at work and beyond—and as we establish our presence in Harlingen, you will see our customized Mission programs build a network of support around what our employees and what the people of Harlingen want and need,” said Sanchez Mejorada.

Strong Employee Tenure: What’s Good for People is Good for Business

Building the business around the needs of people is a win-win that helps Qualfon create a competitive edge both in Harlingen and around the globe. With a business model that measures the company’s ability to make lives better, Qualfon is focused on people and achieves employee tenure rates that are two times higher than the industry average.

“High employee tenure rates are really what make Qualfon different,” explained Brian Kearney, V.P. of Marketing, Qualfon. “We keep our employees longer, which lowers operational costs and heightens the customer experience or service delivered to the client. This is exactly how Qualfon delivers a higher quality service at a lower price, which translates into more value for our clients.”

Qualfon’s people-centered business plan is already in play in Harlingen, and management is confident employee tenure rates will signify strong results and only increase as the company’s Chief Mission Officer implements additional employee engagement programs that touch peoples’ personal purpose in life and instill a continuous sense of corporate mission, right down to the entry-level and frontline staff.

Harlingen’s BPO Market

Qualfon’s people approach to business is backed by Harlingen’s unique characteristics for BPO. Qualfon recognizes Harlingen’s populous as smart and scalable—fit for large-scale operations and its Fortune 100 clientele. With Harlingen’s population reaching upward of 335,000 within a 30-mile radius and with more than 30,000 are college students, Qualfon sees the demographic as ripe for contact center work.

Equally as persuasive is Harlingen’s low cost of living (81.3 index compared to the U.S. average of 100), which allows Qualfon to offer a competitive wage rate that attracts top talent and simultaneously offer outsourced services at lower cost when compared to other U.S. locations.

People are another big attractant when it comes to Harlingen as a location for outsourced services. Qualfon and its clients find Harlingen a sound investment primarily because of its large concentration of bilinguals. Harlingen has a 61% bilingual population (compared to 31% in Texas and 20% in U.S.), and English/Spanish fluency is needed in the customer service realm as its clients—big consumer brands—seek to provide superior service to an increasingly diverse customer base.

“Harlingen’s bilingual population can be seen a cost-effective alternative to the premiums companies must pay for bilingual employees in neighboring cities, states, and countries.  Demand for outsourcing services in the United States is still high, and we believe Qualfon Harlingen offers clients an outstanding domestic option with highly skilled people delivering a great customer experience at a very competitive price,” said Kearney.

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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