June 19, 2017

PostEvent-Guyana-Campus-Expansion-RevosliderQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, was publicly commended by Guyana’s Minister of Public Telecommunications and Minister of Business for its investments in the South American country of Guyana. Congratulatory messages were delivered during a campus expansion celebration marking the opening of the second of three contact center facilities planned at the 10-acre Providence Campus.

“I want to congratulate the company on completing another phase of this expansive project. I also want to commend Qualfon on its exemplary track record in Guyana,” said the Honorable Dominic Gaskin, Minister of Business, Republic of Guyana, as he pledged continued support for Qualfon.

The Honorable Catherine Hughes, Guyana’s Minister of Public Telecommunications, said the government remains confident in Qualfon and acknowledged the company mission to “Be the best BPO. Make people’s lives better.” “The focused approach you take every single day to your purpose and to this country is very notable indeed. We express our gratitude,” she said. “Our prospects right here in Guyana are amazing. With the anticipated influx of investors and business partners . . . the immediate future looks good for you and us.”

Known as one of the largest contact center campuses in the world, Qualfon’s Providence Campus now features a new contact center, adding 55,000 square feet and 992 more workstations. By doubling its operational footprint at the campus, Qualfon makes way for an estimated 2,200+ job opportunities, 800 of which are expected by the end of 2017. The campus also offers an interfaith chapel, healthcare clinic, as well as “green” features that make it environmentally sustainable.

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June 12, 2017

By Kaycie Miller

Day-of-Service-in-Liberty-Lake-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and employees in its Liberty Lake, WA contact center participated in multiple community service projects as part of a Day of Service event focused on celebrating the first of Qualfon’s seven STRIDES values: Service.

On May 25th, more than 50 employees participated in the Comic Relief Inc. Red Nose Day, raising money to end child poverty one clown nose at a time. In addition, an onsite pet adoption with the Spokane County Regional Animal Protection Service (SCRAPS) found homes for pets through the Qualfon employee network. Last but not least, employees donated over 100 pounds of food to the Second Harvest Food Bank and donated blood to the Inland Northwest Blood Center.

Photo at Right: Celebrating Red Nose Day, Qualfon Liberty Lake employees sport colorful snouts

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June 5, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported that it now has 1,109 employees who have earned Six Sigma Green Belt certification. The achievement marks forward progress in Qualfon’s effort to certify every supervisor and leader in Six Sigma best practices for process improvement.

“With more than 1,100 green-belt-certified employees, Qualfon has established a leadership culture that is unique in the industry. We’re not aware of any other BPOs that have made this across-the-board commitment to Six Sigma. But at Qualfon, it has sparked an organizational mindshare around standard processes for continuous improvement in our contact centers,” said Al Barrenechea, Director of Qualfon University.

Qualfon recently exceeded 90% attainment of all client KPIs (Key Performance Indicators), and company leaders attribute that success at least in part to the global infusion of Six Sigma practices. Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years, since the Six Sigma and Leadership Academy initiative was put into place.

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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.”

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May 22, 2017

Qualfon GiveAtWork Website

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is offering new avenues through which employees can volunteer their time to support non-profit organizations and charitable causes. The new Give@Work website provides access to an extensive network of virtual community projects where employees can lend a hand—anytime, anywhere, and for any length of time.

“Volunteerism appeals to our employees, but many find themselves unable to follow through due to time constraints, commitment requirements, and the burden of travel. So, we’re working to remove those barriers and make it easy to make a difference in the world,” explained Roberto Sanchez Mejorada, Chief Mission Officer, Qualfon.

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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.

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May 8, 2017

By Kaycie Miller

Qualfon Support for 2040 Cuatro Cienegas PlanQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and several employee volunteers spent one week in Cuatro Cienegas, Coahuila, Mexico assisting the local community with a variety of service projects. The effort supported the Cuatro Cienegas 2040 Plan which, much like Qualfon’s company mission, aims to make peoples’ lives better.

Eight Qualfon volunteers and five of their family members spent Holy Week in Cuatro Cienegas, painting a chapel and assisting with medical care. The team worked largely in partnership with the Juventud y Familia Misionera, an international organization of Catholic youth and families that has been supporting Cuatro Cienegas for many years. Qualfon has been regularly assisting with the plan, and the April trip is one of the largest employee group efforts thus far.

Photo at Right: Volunteers Lyman Baete, Kassandra Romo, Brooke Skurupey, Jason Skurupey, Alicia McMichael-MGyamfi, Kaycie Miller, and Madell Kennedy stand outside the freshly painted chapel in Cuatro Cienegas, Mexico

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May 1, 2017

FT Collins slide 1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has 150 employment opportunities that it aims to fill very quickly. The contact center job opportunities include customer service and inbound sales positions serving some of the largest consumer brands across multiple industries. On-the-spot interviews will be held on at the job fair event.

When: Tuesday, May 9th, 8 a.m. to 5 p.m.
Where: Courtyard Marriott
, 1200 Oakridge Dr. Fort Collins, CO 80528

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April 26, 2017

Qualfon Group PresidentsQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, achieved a new threshold in operational excellence by exceeding 90% attainment of all client KPIs (Key Performance Indicators). Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years. This week, Qualfon reached a milestone goal, to operate at or above the 90% attainment level.

Photo at right: Qualfon Presidents, Christina Morris and Abelardo Cruz, play critical roles in helping Qualfon achieve high KPI performance

“This is an amazing achievement that signifies Qualfon’s ability as an entire company to keep client commitments and deliver service excellence across all client needs,” said Qualfon CEO Mike Marrow. “It is an honor to be part of this exceptional team. This will go a long way in helping us grow our mission to be the best BPO and make people’s lives better.”

Qualfon Group Presidents attribute the KPI accomplishment to several factors:

  1. Group President Structure: Strategic business units, led by Group Presidents, are laser-focused on each client’s business
  2. Weekly KPI Call: A detailed executive review of 394 client KPIs
  3. Qualfon Operational Model: A rigorous, monthly audit of all operational processes and deliverables
  4. Supervisor Certification: This series of required leadership courses is designed to create high-performing supervisors and includes Six Sigma Green Belt certification, obtained through an international testing organization

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April 24, 2017

Coaching for Growth LogoQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that its Coaching for Growth implementation process is making a positive impact on performance metrics within Qualfon’s operations and client programs. The coaching process was implemented across three different client accounts in Texas, Colorado, and Mexico, spurring increases in overall quality scores and other performance metrics. These preliminary results have leaders across the operations and training departments excited to expand the practices in additional contact centers and client accounts.

“This is now a proven concept. From here, it’s all about rinse and repeat,” said Kathy Flowers, Qualfon’s Global Qualfon Director of Learning & Development, who explained that the team is eagerly learning from the initial pilot to make enhancements and additional investments.

The Coaching for Growth model was developed by Qualfon, and the instruction is designed to give supervisors, operations managers, and other leaders best practices for coaching subordinates. The model itself is not new to Qualfon. For the past several years, the company has been teaching its principals in Leadership Academy courses. But now, the model comes with an implementation process that helps leaders build action plans around it, making it easy to operationalize the teachings in the contact center environment.

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