The report calls out Leadership Academy’s “intriguing and progressive approach” that equips supervisors to “handle the evolving needs of frontline contact center management, resulting in more motivated agents and lower attrition."
(PRWEB) January 11, 2016
Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, and its Leadership Academy program are featured as a case for success in a new Ovum publication that addresses ways to build leadership in order to win at customer relationship management (CRM).
The case study, Winning at Customer Relationship Management by Developing Supervisor Talent, explores the most pressing challenges that contact center managers face today and the requirements that their third-party partners must have to help overcome them. Qualfon is highlighted as an example of a BPO partner that has made investments in frontline leadership, enabling clients to improve customer experience quality, increase service flexibility and speed, and reduce operational costs.
PDF: Read the Ovum report, Winning at Customer Relationship Management by Developing Supervisor Talent
“Qualfon’s Leadership Academy takes a groundbreaking, across-the-board approach to leadership certification at all levels, which is why we believe it’s making a transformational difference in the way we operate,” said Mike Marrow, CEO, Qualfon. “The Ovum publication exposes our formula for training and development as well as the results we have seen since implementation. We’re very happy to actively invest in our people and share our strategy with those who want to learn from our experience.”
The report specifically calls out Leadership Academy’s “intriguing and progressive approach” that equips supervisors to “handle the evolving needs of frontline contact center management, resulting in more motivated agents, lower attrition and higher levels of customer satisfaction.” Laying out Qualfon’s case, the publication investigates two complex operational challenges that Leadership Academy graduates solved using their new skills. Based on Six Sigma certified techniques and management best practices, the solution eliminated disputes and reduced the number of tier-1 customer service calls by nearly 1/3.
Qualfon is a people-driven business process outsourcing (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 11,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., 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 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