Analysts give Qualfon (Guyana) high marks

Last Updated on Saturday, 26 December 2015, 20:59 by GxMedia

Qualfon, a leading business process outsourcing (BPO) and call center service provider, announced Monday that it recently hosted two Frost & Sullivan analysts in Guyana, the only native-English-speaking country in South America.

The purpose of the visit was to enable Michael DeSalles,Principal Analyst with Frost & Sullivan’s Contact Center Group, and Stephen Loynd, Global Program Director, to see in person this emerging market in the business process outsourcing (BPO) industry and to allow them the opportunity to have open access to Qualfon’s contact center operations in Georgetown, the capital city of Guyana.

“We spent time getting to know Guyana and were impressed by what this country has to offer in terms of unique characteristics for outsourced services,” Loynd was quoted by PR Newswire as saying during his visit visit to Guyana. “What we found is that, indeed, Guyana is strategically positioned to be a major player. Because Guyana’s population speaks English as a first language, has a high cultural affinity to the United States, has one of the highest literacy rates, and offers a cost structure that directly competes with India and the Philippines, it provides a real opportunity.”

The analysts met with Qualfon executives and toured three of its locations, including two existing centers and the future site of Qualfon’s contact center campus, which will employ 6,000 people and be one of the world’s largest contact center operations.

“Qualfon gave us access to their operations, management team, and customer service agents. We listened to calls and then had a focus group with just the agents. I was very impressed with their customer service skills. The English is very neutral and there was no apparent language or cultural barrier in our discussions. The agents also had a passion for both their jobs and a strong loyalty to Qualfon,” said DeSalles. “Qualfon is becoming a serious BPO contender, and when potential buyers approach them, they will come to understand how Qualfon’s high agent retention rates provide a higher quality service at a lower price. This is a very big part of an attractive value proposition. Also, their massive strategic investments in Guyana make it clear that Qualfon is committed to driving high growth in this market.”

During the visit, Qualfon also introduced the analysts to Guyana’s Minister of Finance, Dr. Ashni Kumar Singh M.P. They also had meetings with representatives from GO-Invest, the government-backed organization that provides tax breaks and assistance to foreign investors. “We enjoyed the friendly and open discussion we had with Minister Signh,” said Loynd. “He is very knowledgeable about the BPO industry and is actively supporting its growth in Guyana. He also stated that Qualfon has been a valuable partner for Guyana and its people, and it is leading the way for future development.”

“We were so glad that Stephen and Michael were able to join us in Guyana to see the country and experience Qualfon operations firsthand,” said Brian Kearney, V.P. of Marketing at Qualfon. “We coordinated their visit at the same time as our company leadership summit in Guyana, so they could also spend some quality time with our executive leadership team. It was great for our executives to get Stephen and Michael’s perspective on industry trends, while Michael and Stephen were able to understand how Qualfon’s mission to ‘be the best BPO and make people’s lives better’ is truly embraced across our entire organization.”

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 10,000 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, 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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