Detroit, Michigan, USA – December 8, 2017 – Qualfon, a leading business process outsourcing (BPO) and contact center service provider, announced today that it has acquired Dialog Direct, a BPO company that provides lead generation, sales, and customer support services to more than 100 clients in the automotive, retail, financial services, healthcare, and consumer packaged goods industries. Dialog Direct has more than 3,500 employees with ten locations in the United States and one location in Costa Rica. It also has an @home operation across the United States. With this sizable acquisition, Qualfon now has approximately 16,500 employees in 28 locations; 20 in the United States, 3 in the Philippines, 3 in Guyana, 1 in Mexico, and 1 in Costa Rica. It maintains a strong financial position enabling Qualfon to continue to invest in future growth.
The combination of the two companies, under Qualfon’s operating unit structure, provides clients continued stability in operations, while offering more growth opportunities, integrated marketing services, cost-saving opportunities, and domestic and global delivery options:
- Qualfon will keep Dialog Direct intact as it becomes one of Qualfon’s operating business units, providing stability growth for its clients and employees.
- Dialog Direct brings to Qualfon and its clients an end-to-end marketing solution that engages customers throughout their entire lifecycle by combining channels for data analytics, digital and direct mail, contact center services, mailroom, print, fulfillment, and eStore.
- Qualfon’s global footprint now offers Dialog Direct clients the option for offshore locations, while expanding its current onshore and near-shore delivery capabilities.
Qualfon CEO Mike Marrow said, “This is truly a transformational event. Dialog Direct is a company nearly the size of Qualfon and is highly complementary to what we do today. Most exciting of all, this acquisition positions Qualfon for continued growth and provides a bigger opportunity to make a positive impact on many more clients and Qualfon family members, as we strive to achieve our mission to be the best BPO and make people’s lives better.”
“Becoming part of the Qualfon family is an immense step forward for our clients and employees,” said Dialog Direct President and CEO Doug Kearney. “Our combined mission, footprint, and solutions will ensure we continue to deliver innovative solutions that deliver bottom line results for our clients.”
Trevor Allen, the Chief Commercial Officer for Qualfon added, “Building on our track record of successful acquisitions, we are excited to expand the services and delivery footprint to both Qualfon and Dialog Direct clients. The combination of the two companies helps our mutual clients grow through integrated marketing services and analytics while reducing customer care and back-office costs.”
Qualfon is a mission-driven BPO company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 13,000 employees serving international brands across many industries, and strategic outsourcing locations span the United States, the Philippines, Guyana, and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.
About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of end-to-end marketing services — Analytics / Campaign Management / Direct Marketing / Order Fulfillment / Call Center — to help its clients build lifelong customer relationships. Please visit https://www.dialog-direct.com or call 800-523-5867 for more information.
Qualfon, a full-service business process outsourcing (BPO) and contact center service provider, was recognized as a Major Contender in the Everest Group Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2019.
Qualfon, a full-service business process outsourcing (BPO) and contact center service provider, was recognized as a finalist in the BPO of the Year category at the CCW Excellence Award Ceremony.