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.
Georgetown, Guyana, South America (PRWEB) November 22, 2013
Qualfon, a leading business 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 Tour and Interview: “Walking the Floor: Qualfon in Guyana” http://www.nearshoreamericas.com/walking-floor-qualfon-guyana/
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.
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. http://www.Qualfon.com