March 20, 2017

You Matter With Mike Survey2Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, uses a bi-weekly employee survey to make prioritized improvements in the workplace. After three years of maturity, the survey has opened lines of communication, enabling Qualfon to effectively capture, share, and respond to employee feedback.

Called the You Matter with Mike survey, this one-question poll keeps a finger on the pulse of employee satisfaction and routes information from 13,000 employees to the desk of CEO, Mike Marrow. Feedback is then shared across the organization to ensure suggestions are turned into action plans for improvement.

“I don’t know any other company with this type of employee feedback channel. Mike and the executive team take the time to stop and listen to our employees, which makes it much easier for Qualfon to make improvements,” said Qualfon’s Chief Mission Officer, Roberto Sanchez Mejorada. The Mission Office is responsible for executing and managing the survey.

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March 13, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and 42 employee volunteers removed weeds and shrubs across a 1-hectare reforestation area of the Mananga Watershed and Forest Reserve in Cebu, Philippines. This maintenance phase of work marks the next milestone in the company’s two-year commitment to assist the Philippine Business for Social Progress (PBSP) in rehabilitating 29,062 hectares of land.

Qualfon Cebu Reforestation Project 2017

Photo: Qualfon employee volunteers, PBSP representatives, and members of the Armed Forces work together to plant 2,500 indigenous trees that will help protect the Mananga Watershed in Cebu, Philippines

In late February, 42 Qualfon Cebu employee volunteers joined six PBSP representatives and 16 members of the Armed Forces removing weeds and brush that were crowding out tree seedlings planted back in July 2016. Within Qualfon’s adopted plantation, volunteers also replanted any dead seedlings to ensure an 85% survival rate. The continued care is just part of Qualfon’s pledge to the reforestation project.

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March 6, 2017

Employees Recommend Working at QualfonQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, released the results of a survey that shows 82% of employees would recommend working at Qualfon to a friend or family member. The You Matter with Mike survey polled employees at all levels of the company, and the majority are pleased with Qualfon as an employer:

  • 82% of all employees agree or strongly agree that they would recommend working at Qualfon to a friend or family member
  • 81% of agents agree or strongly agree that they would recommend working at Qualfon to a friend or family member

“Qualfon’s employee recommendation rate is strong,” said Mike Marrow, CEO, Qualfon. “The fact that 82% of our employees would recommend us makes me proud to be part of the Qualfon family.”

That “sense of family” is exactly what executives believe is driving employee satisfaction. Qualfon has been building the company culture around its mission: “Be the best BPO. Make people’s lives better.” Over the past five years particularly, the Qualfon Mission Office has made significant investments in each person, rolling out a comprehensive system of services to support employees, families, and communities. Mission Office programs are designed to care for employees personally and professionally, developing their total vocation—not just as employees but also as individuals and members of society. The benefits range from free chaplain services and educational opportunities to employee-run fun clubs and ways to get involved with local charitable organizations.

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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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February 20, 2017

Users SummitEvent Postponed due to Weather!
We apologize for any inconvenience. We are currently working to identify a new date for this event.

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will host a one-day event for health insurance clients to focus on delivering high-quality service experiences in today’s shifting healthcare environment. The March 16th Users Summit is designed to create a shared environment where multiple companies can collaborate around open enrollment procedures, onboarding processes, and service innovation.

“We’re finding that our health insurance clients need more opportunities to network with each other; therefore, Qualfon is hosting more joint events where we can work creatively as partners taking strides toward the same service goals,” said Rob Marshall, V.P. of Client Relations-Healthcare, Qualfon. “Our clients are facing changes on the horizon with the Affordable Care Act and increasing pressure to build a more consumer-focused business, so there is a lot to talk about right now in the industry.”

The March 16th agenda includes open discussions around proactively managing uncertainty in the healthcare market, debriefing open enrollment successes and failures, as well as exchanging tips and techniques for exceeding today’s policyholder expectations in the contact center. The detailed agenda includes:

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February 13, 2017

Qualfon Summit 2017 Haven for Hope Check PresentationQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, donated 50 blessing bags and presented a large monetary donation to Haven for Hope, a 22-acre campus that helps people in San Antonio, Texas address the root cause of homelessness. The support effort was part of Qualfon’s annual Leadership Summit, which brought together more than 140 employees just a few miles away from the campus of hope and new beginnings.

Photo at Right: Roberto Sanchez Mejorada and Dolores Torres present a donation check to Haven for Hope representatives

“With Qualfon’s mission to be the best BPO and make people’s lives better, our company aims to make a positive impact on people wherever we go,” explained Tracy Flanigan, Senior Project Manager, Qualfon. “In addition to the contributions from our leadership team, many of our employees from across the USA made personal donations that significantly increased our monetary gift and the number of blessing bags we donated.”

Blessing Bags

Blessing bags are gallon-size sacks stuffed with toiletries, snacks, and basic essentials for everyday comfort. As part of the Leadership Summit, employees were invited to assemble all the collected items into bags for distribution.

“Blessing bags seem like a simple gift, but they really serve as a channel to reach those in need. Even our San Antonio host hotel, the Sheraton Gunter, donated soaps and lotions to help out! It truly was a community effort,” said Flanigan.

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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.

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February 6, 2017

Give@Work press releaseQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that in 2016 roughly 12,000 employees volunteered 39,011 hours of service to support 162 charitable organizations and non-profit agencies. The community service contributions benefited schools, churches, children’s homes, animal shelters, government entities, and other humanitarian associations across four countries including the United States, Mexico, Guyana, and the Philippines.

“Community service is synonymous with Qualfon’s company mission to be the best BPO and make people’s lives better, and these 39,000 hours of effort demonstrate just how much our employees believe and trust in our mission,” said Dolores Torres, Give@Work & Mission Office Director, Qualfon.

Working together to maximize their impact, employees from every contact center around the world offered their time and talents to make communities more inclusive, economically empowered, and environmentally sustainable. Sponsoring a variety of events and partnerships, Qualfon’s Mission Office and Give@Work program supports and recognizes employees who volunteer their time.

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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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January 16, 2017

mentors-messengers-managers-image-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is training its leaders to help the company take strides towards its mission: “Be the best BPO. Make people’s lives better.” The Qualfon Mission Leader curriculum provides all employees in leadership roles with the education they need to be effective mentors, managers, and messengers so they can infuse the mission and company values into everyday operations.

“Qualfon’s leaders must be empowered to support our mission and turn its lofty goals into real results across every department. Therefore, each person who is in a position to influence others must be educated on how to apply the mission to their work and on how to be the best leader they can be,” said Roberto Sanchez Mejorada, Qualfon Chief Mission Officer, who oversees the new program.

More than 1,060 managers, supervisors, and other leaders are currently working their way through 14 Mission Leader training sessions, which are offered in live, virtual classrooms once a month. The curriculum is divided into three sections, each focused on tools and skillsets that can help employees be better mentors, managers, and messengers—three roles that leaders commonly take and should feel confident in at Qualfon.

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