November 7, 2016


Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its “contact center in the neighborhood” approach is the focus of a recently published Frost & Sullivan white paper. An Emerging Model in BPO: The Contact Center in the Neighborhood explores how Qualfon’s innovative strategy in Manila, Philippines is making lives and business better by cultivating a culture of employee engagement that drives competitive advantage through lower attrition and absenteeism and higher performance.

Download the Frost & Sullivan White Paper (no registration required)

“The contact center in the neighborhood is an interesting concept for urban areas because it reduces the time and cost of challenging commutes, which in turn seems to improve agent satisfaction, retention, and engagement,” said Stephen Loynd, a BPO industry analyst and Global Program Director at Frost & Sullivan, who visited the center in Manila earlier this year.

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October 31, 2016

peer-educators-qualfon-guyana-partnership-with-guyana-business-coalition-on-healthQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that it has signed on as a member of the Guyana Business Coalition on Health Awareness (GBCHA) and has 26 Peer Educators to help promote health and wellness at the company’s contact centers in the capital city of Georgetown, Guyana, South America. The membership is assisting Qualfon in serving more than 2,000 employees with health awareness services including training programs for employees, health awareness sessions, and health education resource distribution.

Recently, the Qualfon Guyana Human Development department launched its first Peer Educator training workshop, during which 26 employees were empowered to better understand and recognize health issues and were trained in how to effectively respond to concerns. Icebreaker activities also gave Peer Educators insight into health self-awareness and self-realization.

Photo at Right: Qualfon Guyana employees celebrate after completing the GBCHA Peer Educator training workshop

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October 24, 2016


Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and employee volunteers from the contact center in Liberty Lake, Washington helped the Vanessa Behan Crisis Nursery raise thousands of dollars during its annual phone-a-thon fundraiser. Employees put their customer service and sales skills to work calling previous donors and supporters to help keep the non-profit organization going strong. A local credit union hosted the three-day event, during which Qualfon employees made over 500 phone calls on behalf of the crisis nursery.

“Our employees graciously loaned their voices and their people skills to be a force for good,” explained Kaycie Miller, Mission Coordinator at Qualfon Liberty Lake. “The Vanessa Behan Crisis Nursery provides a safe haven for children and families and as a result does a great deal to keep children in our community out of harm’s way.”

Photo at Right: Qualfon employee volunteers Faith Long, Kaycie Miller, Rose Raskell and Lisa Johnson smile as they take a break from the phones

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October 17, 2016

qualfon-awards-leadership-academy-certificates-to-301-additional-employeesQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has awarded Leadership Academy graduation certificates and held ceremonies to honor 301 employees in the Philippines and the U.S.

Qualfon’s Leadership Academy is a company-wide initiative that requires every contact center supervisor and leader to complete 19 management courses and achieve Six Sigma Green Belt Certification through an independent company. The 301 graduates have completed the core Leadership Academy courses and now stand ready to continue their education with Six Sigma Green Belt Certification.

Photo at Right: Qualfon leaders present graduation certificates to employees in Dumaguete, Philippines 

With the new 301 graduates, Qualfon now has a total of 607 Leadership Academy certified leaders, marking a significant number that triggers a “cultural change effect on the company’s leadership,” according to Al Barrenechea, Qualfon’s University Director. “When employees go through Leadership Academy, Qualfon sees emerging leaders eager to dare to apply what they learned and further fulfill their vocations. This program is fundamentally transforming our leaders for the better. After our supervisors graduate a powerful shift occurs.”

“Our learners don’t want to just understand leadership skills, they want to live it, and we’re seeing that transformation as people apply their new knowledge,” said John Choi, Qualfon University Operations Coordinator. “We’re watching leadership training move from theory into real practices that make our supervisors and managers strong problem solvers and performance boosters.”

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October 13, 2016

qualfon-caresQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has roughly 300 employment opportunities that it aims to fill in the next 4-6 weeks. 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 October 19th in Coeur d’Alene and Hayden, ID and Liberty Lake, WA.

On-the-Spot Interview Event

Wednesday, October 19th, 9 a.m. to 3 p.m.

Walk in and leave with a job offer on the spot!
Walk-in applications are welcomed and will be interviewed on a first come, first served basis. Recommended: two forms of identification and a resume (paper or electronic). 

Qualfon Coeur d’Alene, Idaho
1201 West Ironwood Drive
Coeur d’Alene, ID 83814

Qualfon Hayden, Idaho
7830 North Meadowlark Way
Coeur d’Alene, ID 83815

Qualfon Liberty Lake, Washington
1730 North Madson Street
Liberty Lake, WA 99019

Scheduled & Online Apps Welcome
Premium appointments with scheduled interview times will be provided to those who apply online in advance at Qualfon will contact you to schedule an appointment and will review your application before the interview. Walk-in applications are also welcomed and will be interviewed on a first come, first served basis.

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October 10, 2016


Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that a recent Nearshore Americas article highlights the “lesser known” positions of BPO chaplains (like Enrique de la Cruz, Qualfon’s Worksite Chaplain in Mexico City), calling them “vital role[s] in both developing team members and supporting them through rough times outside of the workplace.” Nearshore Americas, a leading business media and research organization, profiles Cruz’s day-to-day work and Qualfon’s interfaith chaplaincy program, demonstrating how chaplains can “touch the lives of employees” and ultimately “affect performance at work,” the article states.

Following in the footsteps of Cruz, the article sheds light on what work is like for a chaplain, but it also features chaplain training requirements as well as Cruz’s unique approach in making peoples’ lives better.

Cruz starts his day at the Qualfon interfaith chapel. “I stop here because it provides me with the serenity I need in order to provide care and assistance to the team. It’s very important for me to be able to transmit this serenity to others,” said Cruz in the article.

Read the complete Nearshore Americas article 

Qualfon’s Worksite Chaplaincy program has been implemented at contact centers around the world and with great success. In 2015, Qualfon chaplains performed more than 6,000 personal care sessions and roughly 500 visits to hospitals, funerals, and homes. Most Qualfon contact centers have a dedicated chaplain who has an office onsite and gets to know employees on a personal level. Chaplain care sessions are available 24x7x365 and offer guidance on issues such as relationships, stress, maintaining a healthy life balance, financial hardships, personal crisis, physical and substance abuse, as well as suicide and death. In addition to their years of experience, Worksite Chaplains receive extensive training and continuing education through the Qualfon Formation Center.

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October 3, 2016

cio-cherukuriQualfon, a mission-driven business process outsourcing (BPO) company and contact center services provider, announced the appointment of Prashant Cherukuri as Chief Information Officer (CIO). Cherukuri leads Qualfon’s information technology and computer systems that support enterprise goals. As CIO, he focuses on IT services and operations overseeing compliance, applications, and analysis.

Photo at Right: Prashant Cherukuri, CIO

Cherukuri brings over 20 years of experience leading IT initiatives and supporting growth in the BPO industry. He is a highly motivated and success-driven information technology executive with an exceptional record of driving new heights in productivity, profits, and customer satisfaction.

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September 26, 2016


Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has launched 22 fun clubs at its contact centers in San Antonio, Texas, giving employees reason to get in the game, hone crafting skills, share common interests, and give back to the community.

“We now have 22 fun clubs and we have launched them all in just a matter of months,” explained Freda Sullivan, Mission Office Site Coordinator for Qualfon San Antonio.

Photo at Right: Qualfon San Antonio Basketball Fun Club

When Qualfon acquired the business of Culture.Service.Growth earlier this year, they discovered a culture rich in team work and a giving spirit. It didn’t take long then, for the Mission Office to roll out employee perks to the new San Antonio sites. As a part of the Mission Office Fun@Work initiative, employee-run fun clubs are the norm at Qualfon, and employees in San Antonio quickly embraced this mission program.

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September 19, 2016

frost-and-sullivan-west-eventQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will explore best practices in employee investment strategies during a think tank session at this year’s 12th Annual Customer Contact West, 2016: A Frost & Sullivan Executive MindXchange, October 23-26 in Tucson, Arizona.

During the session, Helping Employees Reach their Full Potential at Work and in Life: What’s Good for People is Good for Business, Qualfon CEO Mike Marrow will lead an interactive discussion to explore not only how companies invest in people, but how they transform those investments into business success.

Key take-aways include:

  • Best practices for being a people-first organization while focusing on your data-driven business
  • Proven business approaches that empower both people and performance
  • Programs and techniques to help people reach their potential, both inside and outside the office

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September 6, 2016

CCAP ICCCE 2016Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced that CEO Mike Marrow will participate as a reactor during a breakout session at the International Contact Center Conference and Expo (ICCCE) in Manila, Philippines on September 27-28. During the session titled The Industry’s Role in Driving Inclusive Growth, Marrow will react to presentations and draw from Qualfon’s experience to shed light on how BPO companies ensure inclusive growth that benefits local communities.

The breakout session will explore how BPO success trickles down to Filipino families in both metro Manila and provincial communities nationwide. Qualfon’s reaction will extend insights from which others can learn. Alongside other reactors, Marrow will offer thoughts on how the Philippines can create a rich BPO investment climate that simultaneously works to enhance the lives of the local people.

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