November 26, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center services provider, announced that it has successfully operated in Georgetown, Guyana for eight years now, and it is has much to celebrate as the largest employer in the private sector. Guyana is a native-English-speaking country in South America.Qualfon Guyana 8th Year Anniversary Advertisement

Qualfon’s 8th anniversary in Guyana marks many milestones and stories of rapid growth. In 2005, Qualfon started with just 79 employees. Today, it has 1,590 employees across two locations, and success is spawning more expansion in Georgetown. In September, Qualfon announced that it is building one of the world’s largest contact center campuses, which will create roughly 6,000 jobs over the next five years.

Qualfon is being called a leader in building the country’s Information and Communication Technology (ICT) sector, and its recent investments in Guyana are gaining recognition. In November, the Caribbean Association of Investment Promotion Agencies and the Caribbean Export Development Agency presented Qualfon with the Foreign Investor of the Year award for stimulating the country’s economic growth and development.

“Our eight years in Guyana have been marked by increasing levels of investment and the provision of hundreds of jobs for Guyanese young people,” said Mark Boyer, Qualfon’s Guyana Site Director. “We are deeply committed to achieving greater success and maintaining a work environment that allows growth and cherishes personal values among employees.”

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, Costa Rica, 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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November 22, 2013

Qualfon, a leading global eCommerce Company Selects Qualfon to Provide Customer Service from Georgetown, Guyanabusiness process outsourcing (BPO) and call center services provider, announced today that Kirk Laughlin, the Founder & CEO of Nearshore Americas, a news organization that covers outsourcing, toured Qualfon’s contact center in Georgetown, Guyana and afterward reported that Qualfon’s Guyana operations have “some of the longest agent tenure in the region” and “are emblematic of a country starting to make a bigger name for itself in business process outsourcing (BPO).” Laughlin made this report after he took a camera crew into the contact center and performed a walk-through interview with Qualfon’s Senior Operations Manager, Sherwin Welcome.

Watch the Nearshore Americas Video on their website:  “Walking the Floor: Qualfon in Guyana”

Watch the Nearshore Americas Video Tour and Interview on YouTube.com:
http://www.youtube.com/watch?v=5P0DDGn4Nc4

The Longest Tenure: Why It Matters and Qualfon’s Tenure Rates

“Employee tenure and attrition rates are critical in the outsourced contact center industry because they create enormous value for both the client and its customers,” explained Brian Kearney, Qualfon’s Vice President of Marketing.

“When a contact center company can engage its employees and keep them on staff longer, two critical advantages take place,” said Kearney. “First, the highly experienced workforce delivers top-quality service to consumers, enhancing the customer experience and increasing the potential for award-winning service, brand loyalty, and increased customer value. Second, the tenured workforce decreases operational costs, allowing the contact center company to deliver aggressively low prices to its clients. This high-performance/low-cost operation is the ‘state of nirvana’ that only the best contact center service providers can offer, and it leads back to employee tenure. That’s why Qualfon’s business model is built around investing in people and achieving industry-leading tenure rates.”

Qualfon’s company mission is to be the best BPO and to make people’s lives better. It invests millions of dollars each year into employees, their families, and communities. As a result, Qualfon’s overall employee tenure rates are two times higher than the industry average. “In Georgetown, Guyana, Qualfon is growing. We’re adding new employees every month, but we still maintain average tenure rate of 28.8 months because many of our agents have been with us for five, six, and seven years. Our local Guyanese contact center managers have an average tenure of +85 months, which also enables us to provide award-winning services,” said Kearney.

Qualfon Helps the Country of Guyana Make a Bigger Name for Itself in BPO

Nearshore Americas also reported that “Qualfon’s Georgetown, Guyana operations are emblematic of a country starting to make a bigger name for itself in BPO.” Guyana is a native-English-speaking country in South America that is not widely recognized for outsourcing. The Nearshore America video interview shows how Qualfon’s outsourced service operations grew from 40 employees to more than 1,300 employees in a matter of a few years.

“Our significant growth is really putting Guyana on the BPO map,” said Kearney. “We’re growing and bringing more investor’s here because of Guyana’s unique characteristics that strategically position it to be the next big location for contact center work. Guyana’s native-English-speaking population, high affinity for the U.S. culture, close proximity to the U.S., sophisticated technical infrastructure, and its BPO service costs (competitive with India and the Philippines) make it a strong candidate for outsourced services.” Qualfon started operating in Georgetown, Guyana in 2005. Today, it is the largest private employer in Guyana. It has two contact centers in Georgetown and is currently building one of the world’s largest contact center campuses, which will create 6,000 new jobs over the next five years.

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, Costa Rica, 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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November 18, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center services provider, partnered with a new client in the eCommerce industry and successfully launched a customer service program in Guyana, a native-English-speaking country in South America. The eCommerce company is now routing its customer service phone calls to Qualfon’s trained professionals in Georgetown, the capital city of Guyana.eCommerce Company Selects Qualfon to Provide Customer Service

The eCommerce company creates and ships millions of unique products each year and selected Qualfon and its Georgetown, Guyana outsourcing location because:

  1. Qualfon Georgetown offers native-English professionals in a near-shore site that is also a low-cost labor market
  2. Georgetown, Guyana’s untapped talent pool allows Qualfon to easily scale operations up and down to meet the client’s dynamic needs and fluctuating seasonal demands
  3. Qualfon’s company mission to “make people’s lives better” fosters a culture that creates superior customer experiences and complements the client’s core company values

“This new partnership is sign of continued growth for Qualfon and our further expansion into the e-commerce industry, but it also serves as a signal for companies to pay closer attention to benefits of outsourcing in Guyana,” said Bob Dechant, Qualfon’s Chief Sales and Marketing Officer. “More and more companies are making significant investments in Guyana because it’s a native-English-speaking country that is close to the U.S. and offers pricing competitive with India and the Philippines. All of these things make Guyana a great location, and the market is really beginning to validate it as an outsourcing leader in the Caribbean and Latin American region,” said Dechant. “Even the news media is starting to corroborate Guyana for outsourcing.”

Nearshore Americas, a major news organization that covers IT and BPO outsourcing across Latin America and the Caribbean, is now covering Guyana as an outsourcing destination. In October, it published a video interview with Guyana President Donald Ramotar, who explains why Guyana is unique for outsourcing.

Additionally, Qualfon is making major investments in Guyana. In September, Qualfon announced it is building one of the world’s largest contact center campuses in Georgetown and expects to create 6,000 jobs over the next five years.

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, Costa Rica, 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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November 11, 2013

Qualfon DSG Helps Chinese Employees Practice Speaking EnglishQualfon Data Services Group (DSG), a values-driven back-office service provider, launched a new program to help its employees in China practice their English-speaking skills. The Interpretation Services program connects back-office employees in its Harbin and Xian, China production centers with employees in Shelbyville, Kentucky and Deposit, NY so the Chinese can exercise their conversational English skills. Every day, employees spend 15-20 minutes communicating via phone.

“It’s common for our back-office employees in China to read and write English very well. But, they rarely have the opportunity to practice speaking English,” explained Peter Yang, Qualfon DSG’s China Operations Manager. “As a company that works to make people’s lives better, this program was designed to help our employees advance their conversational English, so they can feel more comfortable as they put their skills and talents to use.”

English skills are highly desirable in China and often help employees earn higher wages. “Everyone is happy. Employees learn conversational English and understand cultural nuances, while Qualfon DSG expands its potential,” said Yang.

About Qualfon DSG

As a division of Qualfon, Qualfon DSG (Data Services Group) is a back-office services provider that offers a variety of outsourced data management and processing services. With an expansive footprint of 1,000 employees providing 24×7 operations in the U.S., Latin America, the Philippines and China, Qualfon DSG helps companies reduce costs by 35-50%, accelerate turn times, and increase accuracy rates to 97-99+%.  www.Qualfon.com

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November 4, 2013

Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, announced today that the Qualfon volleyball team in Dumaguete took top honors at the Governor’s Cup, a volleyball competition held across the Negros Oriental province and associated with the local Buglasan festival. The Qualfon team had never participated in the league before.  Qualfon Dumaguete Volleyball Team Wins the Governor’s Cup

The volleyball team consisted of 12 Qualfon employees, including the coach, Paulo Don Rodriguez, a Supervisor and Call Center 101 Trainer at Qualfon. Together, they competed against 11 other company teams in the region, and Qualfon consistently displayed teamwork, speed, and accuracy. But the victory didn’t come without hard work, determination, and the ability to focus and perform under pressure. The final match was a hard-fought battle that went all the way to the fifth and deciding set, and Qualfon came out victorious, toppling Toyota Sibulan 15 to 10. Led by the league’s Most Valuable Player, Grethel Deposoy, the Qualfon team wanted to prove themselves, and they did—even as first-time participants in the volleyball tournament.

“We are so very proud of our employees and all the work and dedication that they put into the league. They are setting a great example of how to work successfully as a team and how to have a proper work-life balance,” explained Scott Warner, Qualfon’s Dumaguete Site Director. “As a company, Qualfon promotes healthy living and actively participates in community events, and this team is inspiring others to get involved in these fun and healthy activities. Because of their success, there has already been an increased interest in Qualfon-sponsored sports and more of our employees are eager to join.”

After the final game, each member of the Qualfon team was awarded with a championship medal, and the team received recognition from the local governor.

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, Costa Rica, 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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October 29, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center service provider, and roughly 65 Qualfon employees joined forces with The Avon Community Help Fund (ACHF) in the fight against breast cancer. On October 19, ACHF hosted their annual Avon Breast Cancer Walk in Georgetown, Guyana, where Qualfon volunteers joined hundreds of others to walk for the cure.Qualfon Employees Promote Breast Cancer Awareness in Guyana

Accompanied by their family and friends, the Qualfon team of volunteers came prepared with customized Breast Cancer Awareness t-shirts and a positive attitude. Qualfon was publically recognized by the chairman of ACHF, Mignon Bowen, for the support it pledged this year.

There are a number of Qualfon employees in the Georgetown offices who are cancer survivors and/or have lost a friend or relative to breast cancer, which is another reason Qualfon’s mission office wanted to get involved and show its support. “As one of the largest and fastest growing companies in the private sector in Guyana, Qualfon is affected by breast cancer and made a conscious decision to support the Guyanese women who are faced with this challenge and play an active role in the fight against breast cancer,” said Dalgleish E. Joseph, Senior Sales Operations Manager, who helped coordinate Qualfon’s participation in the event.

“Acting on the Qualfon company mission to make people’s lives better, Qualfon is an advocate for volunteerism–particularly for causes like this that are so close to our employees and to our local community. It brings me much joy to see the great turn out that we had today. As a company, we strive to help people live better lives in any way we can, and the ACHF provided a great avenue to support Qualfon’s goal,” said Mark Boyer, Qualfon’s Guyana Site Director.

“It’s always amazing to see our employees embody Qualfon’s company values at an event like the Avon Breast Cancer Walk,” said Boyer. Qualfon’s company values are represented by STRIDES: Service, Teamwork, Results, Integrity, Dignity, Encouragement and Spirituality. “All of these values were exhibited by our employees here today,” said Boyer.

ACHF was founded in 1955 and has been improving and saving women’s lives since its inception. The ACHF has raised and donated more than US $910 million worldwide to breast cancer programs, supporting cutting-edge research and programs that enable patients to access quality care.

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, Costa Rica, 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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October 21, 2013

Qualfon, a leading global business process outsourcing (BPO) and call center service provider, announced today that it launched two services for a major internet search company. Qualfon’s Mexico City location is providing customer acquisition and on-boarding services on behalf of the search company. These services support businesses in the Mexico region, and the search company intends to expand the program over time.Qualfon Launches Customer Acquisition for a Major Internet Search Company

Qualfon is experiencing rapid client growth in Latin America. Over the past few months, Qualfon has announced three other new business opportunities in its Mexico City location. “This win endorses our belief in Mexico’s re-emergence as a great market for BPO services, and Qualfon’s other recent new partnerships reconfirm our ability to be a competitive market player in the Latin American region,” said Bob Dechant, Qualfon’s Chief Sales and Marketing Officer.

Qualfon’s new services directly support small- and medium-sized businesses (SMB) and further expand its portfolio of work. “This partnership is significant because we’re diversifying beyond basic consumer work and providing SMB customers with consultative services including marketing campaign management,” said Dechant. “This proves our wide variety of capabilities and serves as evidence of Qualfon’s maturity in the Latin American BPO market.”

The search company selected Qualfon because of its differentiated business model. Qualfon focuses on its mission to be the best BPO and make people’s lives better. As a direct result, the company achieves employee tenure rates two times higher than the industry average, which ultimately provide clients with high-performing and cost-effective solutions.

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, Costa Rica, 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 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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October 15, 2013

Qualfon Data Services Group (DSG), a values-driven back-office service provider, held their latest Family Day event at Churchill Downs Race Track. It was a beautiful day to show appreciation for Shelbyville employees and their family members, who support them every day.

The Qualfon DSG Kentucky team experienced the excitement and colorful spectacle of live thoroughbred racing as the nation’s finest horses competed at Churchill Downs. In addition to watching the action on the track, the team strolled through the historical grounds of the legendary race track that is famous for being the home of the Kentucky Derby. As they walked through the Kentucky Derby Museum, which chronicles the history and prestige of the races and the community, employees enjoyed the ambiance of one of the most hallowed shrines in American Sport.

“We love having Family Days because it gives us an opportunity to give back to our employees and thank them for their hard work and dedication,” said Chris Lord, Qualfon DSG’s Site Director in Shelbyville, Kentucky.Not only were we able to have our employees and their families experience something unique to our area, but we had the chance to get to know each other on a personal level, building team unity.”

The DSG team watched the exhilarating races and had lunch, which was highlighted by the famous Kentucky Derby Pie. “It was a sweet ending to a memorable day,” continued Lord. “With events like these, we are standing by our company mission to make people’s lives better. By advocating a work-life balance, we want to show our employees just how important they are to that mission and demonstrate that we care about enhancing their lives both inside and outside of work.”

About Qualfon DSG

As a division of Qualfon, Qualfon DSG (Data Services Group) is a back-office services provider that offers a variety of outsourced data management and processing services. With an expansive footprint of 1,000 employees providing 24×7 operations in the U.S., Latin America, the Philippines and China, Qualfon DSG helps companies reduce costs by 35-50%, accelerate turn times, and increase accuracy rates to 97-99+%.

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October 8, 2013

Cebu, Philippines – October 8, 2013 – Qualfon, a values-driven business process outsourcing (BPO) and call center service provider, announced that a group of employees from its Cebu office helped plant roughly 300 trees in the town of Sitio Cantipla, Tabunan, approximately 30 kilometers outside metro Cebu.

Fourteen employee volunteers weren’t afraid to get their hands dirty. The group dug countless holes and shoveled buckets of top soil to plant the seedlings.Qualfon - Cebu Plants 300+ Trees

“Due to the deforestation that has ravaged our rainforests, the Philippines has been in need of these activities. Qualfon and its employees get excited about opportunities to lend a helping hand. Our volunteers come from different levels of the company, joining together to improve the community that we are so privileged to be a part of,” said Steven Brown, Cebu Site Director.

Qualfon partners with the Philippine Business for Social Progress (PBSP), a Non-Government Organization, to participate in the tree-planting activity. PBSP promotes the practice of corporate citizenship by giving business people an opportunity to express social responsibility.

“PBSP’s principles and Qualfon’s mission to make people’s lives better closely intersect. What better way to enrich people’s lives than to participate in green initiatives that will create a brighter future for the next generations,” explained Brown. “We are trying to take every chance we get to improve our environment and encourage a culture of volunteerism that creates a real impact on our community.”

Through this program, roughly 300-500 seedlings are planted each month from June through October. Qualfon joins the tree-planting activity monthly, offering support and volunteers—rain or shine.

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, Costa Rica, 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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September 30, 2013

Qualfon Data Services Group (DSG), a back-office services provider, will be presenting an educational session on outsourcing at the American Land Title Association’s Annual Convention, October 11th at The Breakers Hotel in Palm Beach, Florida. Pete Lutz, Sr. Vice President of Qualfon DSG, will present The Top 5 Things You Should Know about Outsourcing, an Qualfon DSG to Speak at ALTA Conventioninformation session specifically designed for title and mortgage leaders who are interested in outsourcing back-office processes.

Attendees will learn about:

  • Benefits: Understand the top areas in which outsourcing drives measurable improvements
  • Partner Alignment: Ensure both the outsourcing company and the client understand each other’s goals and are driven to success
  • Subcontractors: Find out if subcontractors are friend or foe to your outsourcing program
  • Pilots and Assessments: Know what to expect with pilot programs and how to evaluate your partner’s performance
  • Outsourcing Locations: Hear the pros and cons of each country and learn how to match your needs with the right destination

The presentation will be held October, 11th from 11:45-12:45 p.m. at The Breakers Hotel.

“The ALTA event is a premier opportunity to network with the nation’s best title companies, and we are happy to aid them in recognizing the partners and outsourcing locations that will best serve their needs,” said Lutz. “There are many best practices that companies should understand when it comes to outsourcing their title and mortgage-related work, and Qualfon DSG is dedicated to helping business leaders understand those practices so they can maximize success through global operations.”

In addition to the presentation, Qualfon DSG will showcase their services in the exhibit hall at booth# 324. Learn more about the ALTA event, or contact Qualfon to schedule a meeting at the ALTA event.

About Qualfon DSG

As a division of Qualfon, Qualfon DSG (Data Services Group) is a back-office services provider that specializes in title and mortgage work but also offers a variety of outsourced data management and processing services across many industries. With an expansive footprint of 1,000 employees providing 24×7 operations in the U.S., Latin America, the Philippines and China, Qualfon DSG helps companies reduce costs by 35-50%, accelerate turn times, and increase accuracy rates to 97-99+%.

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