Qualfon Expands Operations in Georgetown, Guyana, South America to Serve One of the Largest Telecom Companies in the U.S.

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New customer care and sales support program in Guyana further diversifies Qualfon’s work for the telecom client.

Qualfon Guyana

Qualfon Guyana

With native-English services, nine years of operations experience, high-quality services, and pricing competitive with India and the Philippines, Qualfon Guyana offers our client program scalability backed by strong employee tenure.

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of call center services, has expanded its operations in Georgetown, Guyana in South America to serve one of the largest telecommunications companies in the U.S. The new customer care and sales support program was launched in October and further diversifies Qualfon’s work for the telecom client.

“Qualfon and our telecom company client have a long-standing, 14-year partnership that is based on operational excellence and a trusted relationship. Because of this, we continue to grow our support services by adding a new line of business to our Qualfon Georgetown, Guyana Center,” explained John Yanez, COO, Qualfon. “With native-English services, nine years of operations experience, high-quality services, and pricing competitive with India and the Philippines, Qualfon Guyana offers our client program scalability backed by strong employee tenure. Our new business is already proving to be mutually beneficial.”

From one of Qualfon’s contact centers in Georgetown, the capital city of Guyana, a team of Qualfon representatives are working with both the telecom client as well as its outside sales companies and are providing order fulfilment services, customer care, and sales support. With existing resources and trainers to kick start the implementation, Qualfon was able to launch the training program in just 30 days. Within four weeks of production, the new team performed at or below the established goal for average call handling time (AHT). The program continues to recognize success. Three months into the operation, Qualfon sustains a 0% agent attrition rate and average absenteeism rates of less than 3% monthly.

“We’re using our intelligent global footprint and expertise in reducing employee attrition to continue to deliver even more value to our clients, which is why our Guyana operations, as well as our other global locations, continue to expand with new growth,” added Yanez.

Qualfon has been operating in Guyana since 2005 and is about to open its third contact center in the country. In 2015, Qualfon will open a 3,500-seat contact center campus, which is expected to be one of the largest in the world. Learn more about the new contact center campus at http://www.qualfon.com/?p=1037

ABOUT QUALFON
Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of call center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1996, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have 11,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., Mexico, and China. 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 is twice the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price. http://www.Qualfon.com

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Jody Gilliam
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