May 3, 2013

Washing Diplomat Guyana IssueQualfon, a leading business process outsourcing (BPO) and call center service provider, participated in The Washington Diplomat’s report on the call center industry in the South American country of Guyana. Qualfon CEO Mike Marrow was interviewed for its article titled, Guyana Emerges as a Leader In Global Call Center Industry.

In the article, Mr. Marrow explained many key factors that make Georgetown, Guyana an ideal call center location. “Their native language is English, not Spanish, and like the Filipinos, the Guyanese have a very strong affinity to the United States,” said Mr. Marrow. He provided other benefits, as well, including that Guyana is close to the United States and is only about a five-hour direct flight from New York’s JFK Airport.

The capital of Guyana, with a population of 750,000 people, Georgetown offers scalability for the call center industry, where call centers jobs are in high demand. Marrow said, “They earn what an accountant with a few years’ experience or mid-level manager would make.”

Cost structure is another major benefit of Guyana. Marrow indicated that when factoring in all operating costs, Guyana is still about ten percent cheaper than the Philippines and 30 percent cheaper than Costa Rica. Qualfon has been providing call center services in Georgetown since 2007, and it has been a great location for the company and its clients. It is the largest private employer in Guyana with 1,700 employees, and Qualfon is about to launch a new 800-seat, state-of-the-art center this summer. In addition, Qualfon plans to build a call center campus in 2014 with employee amenities and capacity of for 5,000 agents. Qualfon views Georgetown, Guyana as the next great frontier of the call center industry.

The Washington Diplomat dedicated an entire issue to covering the South American Guyana, in which it profiles the country, its current trends, and providing insight to many of its developing industries.  Click here to read the entire publication.

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April 30, 2013


The next time you call your phone company with a question about cellular service, or need to dispute a charge that appeared on your latest credit card statement, don’t be surprised if the voice on the other end of the line belongs to a customer service representative in Guyana.

Qualfon, a leader in the business processing outsourcing (BPO) industry, has quickly become one of Guyana’s biggest private employers. Qualfon has a strong track record of sales, customer service and back-office processing growth in the BPO industry. As part of its mission of “making people’s lives better,” Qualfon invests in the well being of its people — a philosophy that’s been key to high employee morale and tenure.

It has launched support programs such as providing milk subsidies for its employees and in the community to take care of its people — which in turn provides a high-level platform for Qualfon to better care for its customers, clients and communities.

It now has 1,700 workers in Georgetown, the capital. A second site just a few kilometers away will have an additional 800 employees within the next 12 to 18 months, and a large multi-building campus planned at a third site near Guyana’s new national sports stadium will eventually house up to 5,000 workers.

Qualfon, established in 1996, has just over $100 million in annual revenues; its chief executive officer, Michael P. Marrow, is based in Boca Raton, Fla. “In the early years, India was the country of choice for BPO firms because of its large labor pool, low wages and prevalence of English speakers.

“The challenge India has had is a very recognizable Indian accent that Americans tend to have a difficult time with,” Marrow told us. “The Guyanese have a pleasant accent, and we’ve never had any problems with that. Several large mobile phone operators and banks visited our Guyana operations and were very pleased.” He added: “Companies like ours are constantly looking for other locations and have been opening up call centers in Costa Rica, Mexico and Honduras. One advantage is that we’re in similar time zones and close by, so if one of our Fortune 100 customers uses our services, they can frequently go and visit the sites.

Marrow said Qualfon’s clientele consists of wireless operators, banks, credit-card companies and major retailers.“Guyana has the benefit of proximity. You can get there in five hours from JFK [John F. Kennedy Airport] or four hours from Miami,” he said. “Their native language is English, not Spanish, and like the Filipinos, the Guyanese have a very strong affinity to the United States. There’s also a strong affinity to the U.K., so it’s a terrific location. The government is very supportive, and the technology infrastructure has really progressed since we first opened there seven years ago.

“When we started, we were communicating with our domestic centers via satellite. Now it’s via fiber-optic cable linked to Trinidad,” he added. “There’s also a new fiber-optic route coming in from Brazil, which we expected to go online momentarily. By May, we will have a state-of-the-art, fully redundant network in place for our clients.”

So far, Qualfon has spent about $4 million in infrastructure in Guyana and plans to spend another $3 million in the next few years. In that regard, Guyana’s GO-Invest promotion agency has proven extremely useful. “Virtually everything in Guyana is imported, so part of the incentives GO-Invest provided was for us to have these import duties waived,” Marrow explained. “In order to build our sites, we had to bring in all the computers, cubicles, servers, routers, office equipment and telephony infrastructure.”

While Qualfon is the largest call center company in Guyana, it is not the only one. Clear Connect Inc. was established in 2007 by local businessman Adrian Collins, who had offshore experience in the Philippines, India, Argentina, Costa Rica, El Salvador and the Dominican Republic. Collins started in the first floor of a Georgetown office building with 36 employees, and he has since built Clear Connect into a successful operation with a local workforce of 200.

“As near-shore leaders in this industry, we rank second to none in providing principled customer management and BPO solutions tailored to specific industry verticles,” says the company website. “We strive to improve operational efficiencies, achieve key performance metrics and reduce costs in the industries of communications and media, financial services, health care, retail, travel and hospitality.”

Another company, London-based Sambora Communications, offers its clients inbound sales and service, retention programs, customer satisfaction surveys, lifestyle surveys and debt collection services from its Georgetown branch office.

Sambora’s chairman is Ralph Ramkarran, the senior partner in Cameron & Shepherd, Guyana’s oldest and best-known law firm, as well as the outgoing speaker of the National Assembly. The company says it plans to expand its workforce to as many as 1,000 employees, citing “Guyana’s reliable and secure communications network” as well as its English-speaking workforce and its people’s neutral accent. Sambora adds: “Our low-cost base in Guyana allows us to provide high-quality solutions at costs that are competitive with all offshore locations.”

Qualfon’s Marrow said that when factoring in all operating costs, Guyana is still about 10 percent cheaper than the Philippines and 30 percent cheaper than Costa Rica. “In Costa Rica, Spanish is the native language and we’re trying to hire English-speaking people. Only a small percentage of Costa Ricans speak English, and an even smaller percentage speak English fluently, and they command a premium for their services.” In Guyana, the call center position is a mid-level or above opportunity. “Comparatively speaking,” Marrow said, “they earn what an accountant with a few years’ experience or mid-level manager would make.”

Read the entire Washington Diplomat coverage of the South America Country of Guyana, click here.

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March 8, 2013

Experienced BPO executive brings more than 18 years of experience to Qualfon team

Tampa, Florida – March 8, 2013Qualfon, a leading business process outsourcing (BPO) and call center service provider, announces the appointment of John Yanez as Executive Vice President of Client Relations.

Mr. Yanez brings more than 18 years of senior-level management BPO experience to Qualfon. His ability to develop deep client relationships by focusing on the client’s needs, developing tailored solutions, and ensuring delivery excellence is what makes him an important addition to Qualfon’s global leadership team.

“Our mission is to be the outsourcer of choice for every client, and John has ability to ensure that mission is realized for Qualfon. He is able to work closely with clients and service delivery teams to ensure great performance; however, he also knows it takes more than that to be the outsourcer of choice. John listens to clients and understands their business needs.  This enables him to create opportunities to drive greater business value for them,” said Bob Dechant, Chief Sales and Marketing Officer, Qualfon“John is a welcome member to the Qualfon family and with our growing client base, he is critical to our future success.”

Prior to joining Qualfon, Mr. Yanez served as Vice President and General Manager for Stream Global Services, where he was responsible for managing a client business unit driving strong value add client solutions across service delivery sites in North America, Central America, Europe, Africa, India, and the Philippines. While at Stream, Mr. Yanez established high client retention while he delivered significant growth through his client relationships. Prior to joining Stream, Mr. Yanez served as Senior Vice President, International Markets at TeleTech Holdings, where he had full responsibility for the service delivery of clients generating $550M in revenues and driving retention and growth for all international clients. Mr. Yanez has also held senior level management positions at InterSight Technologies and Equifax Canada.

“I am excited to be joining an organization with strong values and that is focused on people. I strongly agree with Qualfon’s approach that you invest in the well-being of your own people and, in return, they will take better care of customers and clients. This is demonstrated by our significantly lower attrition, which enables us to provide highly tenured and highly engaged people who are delivering a better customer experience and top-ranking performance for our clients. I am thrilled to be joining an excellent executive team and to be part of the Qualfon family.”




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March 4, 2013

Shelbyville, Kentucky, March 4, 2013 – Qualfon announced today that is has acquired the Data Control Group (DCG), a business process outsourcing (BPO) company specializing in back-office processing for the title, mortgage, banking, insurance, and a variety of other industries. Together, the companies offer a broader set of high-quality complementary services and expanded delivery locations. DCG provides back-office processing solutions that complement Qualfon’s customer service solutions, including sales, care, and technical support. In addition, DCG now adds United States and China geographies to Qualfon’s existing global footprint of Mexico, the Philippines, Costa Rica, and Guyana.  DCG will become a division of Qualfon called Qualfon Data Services Group (DSG).

With roots dating back 25 years, DCG provides expertise in analyzing, redesigning, and operating back-office solutions that improve accuracy into the 97% – 99.9% range with an average cost-savings of 15% for onshore and 40% for offshore solutions. It operates with a staff of approximately 900 professionals in two locations in the United States, including Kentucky and upstate New York, as well as three offshore centers: two in China and one in the Philippines.

“We are excited about DCG joining the Qualfon family because we are two fast-growing companies in the BPO industry that share the same values. It is easy to understand the benefits of brining the two companies together,” said Mike Marrow, Qualfon CEO. “We can now offer our growing client base a wider range of top-performing business process outsourcing services at a significantly lower cost structure compared to the industry.”

Peter Lutz, Senior Vice President of Data Control Group explained, “Qualfon is the right cultural and business fit for DCG. We needed to expand our operations due to our high growth, but wanted to maintain our people-first approach. Qualfon is a high-growth company with rapidly expanding operations. It can effectively do this because it is a privately held company with significant cash reserves. When I learned that Qualfon is dedicated to its mission of ‘Making People’s Lives Better,’ it was an obvious match.”

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February 27, 2013

Atlanta, Georgia – February 27, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the appointment of Roberto Sanchez Mejorada as Chief Mission Officer. Qualfon’s mission is to help as many people as possible pursue their total vocation—both as individuals and as members of society—by creating an ever-growing number of job opportunities as it strives to become the outsourcer of choice for its clients. The short version of the mission is, “Making People’s Lives Better.” Qualfon focuses on making people’s lives better by investing in the well-being of its people who, in return, take better care of customers. The people of Qualfon also extend the mission to making better the lives of their families, friends, and those in the community.

As Chief Mission Officer, Roberto Sanchez Mejorada will spearhead programs that will help Qualfon achieve its mission, including core values development and reinforcing the strong sense of social responsibility of the corporation and its people. He will also develop opportunities for employees to improve their workplace, physical health, and personal development. All this is will be done through appreciation of diversity and deep respect for each person and all stakeholders.

“Qualfon has a unique culture that is critical to our long-term success. We are excited to add Roberto to the Qualfon leadership team as we work together to help our people become involved beyond their daily work duties and actively participate in shaping the corporate culture and our local communities,” said Michael P. Marrow, Qualfon CEO. “I am confident that Roberto’s successful experiences at highly regarded institutions, combined with his passion and drive, will position Qualfon and our people to grow and broaden their strength and reach.”

Most recently Mr. Sanchez-Mejorada held the position of Director of Communications and Institutional Development for Anáhuac University in Mexico City. As director, he led many initiatives that improved the quality of the university programs and expanded the facilities of Anahuac Campus. The main project to which he contributed with his alma mater was the capital campaign, “Proyeccion Anahuac,” that raised $70 million from different constituencies.

“I am excited for the opportunity to help embed Qualfon’s core values more deeply throughout the organization at such a transformational time of growth,” said Sanchez-Mejorada. “This position shows our leadership’s commitment to our people, our culture, our values, and our mission in making people’s lives better.”

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February 20, 2013

New Qualfon site provides real jobs to the local community

Qualfon Managers with Senator, Congresswoman and MayorDumaguete, Philippines – February 20, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the launch of a second Dumaguete Qualfon facility. The new facility is four floors, over 24,000 square feet, and has a capacity of over 1,300 seats.

Dignitaries, together with Qualfon employees, dedicated the new facility. Dignitaries included Senator Franklin Drilon, Congresswoman Jocelyn Limkaichong, and the Mayor of Dumaguete, Manuel Chiquiting Sagarbarria.

“We are proud to have Qualfon in this Negros Oriental. They have been great for the province and the city of Dumaguete and have become the employer of choice for many people. They are now the largest contact center / BPO organization here and continue to grow and bring more jobs and career growth opportunities to our people and have stimulated the economy in Dumaguete and the rest of the province,” said Congresswoman Jocelyn Limkaichong.

Senator Franklin Drilon keynoted the inauguration ceremony. In his speech, Senator Drilon highlighted how this new Qualfon site provides real jobs to the local community. He continued to say the goal leading into 2016 is for IT-BPO to contribute around $25 billion to the nation’s GNP.  The national government is supporting the IT-BPO industry, by instituting incentives and substantial funding for scholarships to develop the workforce talent in this sector.

“Qualfon has been operating in Dumaguete since 2010 and we are honored to recognize this new facility, as well as our employees, and show them that we are proud of their contributions as members of the Qualfon family,” said Scott Warner, Site Director of Qualfon Dumaguete. “The dedication of this building represents our renewed commitment to them and our Dumaguete community.”

Unfortunately, the trip and visit to Qualfon Dumaguete of President Benigno Aquino III was canceled due to stormy weather.

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February 12, 2013

Boston, MA – February 12, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the appointment of Daniel K. Iles as Vice President of Business Development. Iles is a seasoned BPO executive specializing in telecommunications and technology sales, business development, and revenue generation.

“Dan brings a wealth of expertise to adeptly comprehend client challenges and convert that knowledge into actionable strategies. In particular, his experience with telecommunications and technology sector clients, plus the establishment and growth of global client relationships are a valued asset,” said Robert Dechant, Chief Sales and Marketing Officer, Qualfon.

Iles brings nearly eight years of BPO industry experience to his new role with Qualfon. Most recently, Iles was with Sutherland Global Services, where he held roles of increasing responsibility, ultimately serving as senior director of enterprise accounts and business development. Prior to Sutherland Global Services, Iles held executive sales management positions in the telecommunications sector for nearly twenty years, including general manager of  NEXTEL Communications, and regional vice president of Choice One Communications.

“I am excited to join Qualfon and contribute to a company with such an outstanding reputation in the industry. After tracking Qualfon’s progress for the past few years and speaking with their clients, I am looking forward to providing significant value to our clients, both through our unique culture and quality services,” said Iles.

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February 5, 2013

Cebu, Philippines – February 5, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce the addition of Steven L. Brownas the new site director for the Qualfon Cebu Philippines site.

Mr. Brown brings a unique depth of experience in managing United States domestic and Philippine call center operations since 1995. He led the start-up of two Philippine call center sites and consistently achieved #1 performance in KPI’s and quality across both United States and Philippine operations.   He has historically decreased absenteeism, attrition and exceeded Profit and Loss expectations within the centers he has managed.

“We are honored to have Steven join Qualfon.  I am confident that he will provide Qualfon with strong, disciplined professional operations management expertise to support our corporate growth initiatives,” said Alejandra Romero, Chief Operating Officer, Qualfon.

Mr. Brown has a Bachelor of Science Degree in Healthcare Administration and a Master of Business Administration (MBA) degree. Steve, a retired United States Navy Officer, has tremendous knowledge of Philippines culture. He was stationed in the Philippines from 1987 to 1994 and has been managing Philippine call center operations since his return in 2003.

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January 30, 2013

Qualfon, a leading business process outsourcing (BPO) and call center service provider announced its continued focus on growth and expansion of job opportunities in Guyana.  Qualfon’s legacy in the region dates back to 2005 as the second-largest, private employer in the country. The company currently operates one call center site with more than 1,200 employees and will be opening a second, state-of-the-art, 600-seat facility in 2013.

Qualfon met with Guyana President Donald Ramotar last week and discussed how Guyana continues its economic momentum and how Qualfon intends to put itself at the center of that growth. “Qualfon’s business is flourishing and we are investing heavily in our people. Guyana boasts a rich reservoir of talent and a quality workforce and it is the only native, English-speaking country in South America. From a cultural perspective, Guyana’s people have good understanding of the people of the United States. This provides us with a key competitive advantage that allows us to attract new clients,” continued Bob Dechant, Chief Sales and Marketing Officer.

Guyana is an outstanding global contact center location because of its proximity to the United States, with a direct, five-hour flight from New York’s John F. Kennedy Airport. The government of Guyana has been very proactive in terms of developing business and has been a great partner to Qualfon in fostering its success. “Qualfon is continuing its focus on expanding its operations and bringing progressive clients from the U.S. into Guyana for potential call center opportunities. We need highly motivated, customer service-focused employees,” said Mr. Dechant.

Qualfon’s mission is to make people’s lives better while being a world-class BPO. It is a leader in developing and caring for its people holistically. In addition, employees are supported by an extensive training program and have great opportunities to advance their careers. Individuals seeking career opportunities at Qualfon should contact the Recruitment Department at or call 220-3488 to schedule an interview.

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January 24, 2013

Boston, MA – January 24, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce the addition of Jesse Falero as client relations director.

Mr. Falero joins Qualfon with extensive call center management and business process outsourcing operations experience. Jesse comes to us from Stream Global Services, where he spent two years as senior site director for near-shore centers in the Caribbean, as well as managed Stream’s most tenured and experienced site in Tampa, Florida during a critical launch for a major client. Later, as business director, Jesse managed the technology/telecom vertical in emerging-market geographies. He successfully established and nurtured highly cohesive client relationships based on integrity and industry expertise, which led directly to strategic growth and to an improved end-user experience.

“We are extremely fortunate to have Jesse Falero join our operations team. His experience, enthusiasm, and drive will be instrumental in our continued growth,” said Bob Dechant, Chief Sales and Marketing Officer, Qualfon.

Mr. Falero also served as director of customer care operations for Supratelecom Information Systems and director of operations for Topp Service Solutions. He graduated from Florida International University with a Bachelor in Business Administration and served honorably in the United States Marine Corps, achieving the rank of sergeant.

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