Qualfon, Dumaguete Branch

Qualfon
a global provider of contact canter, back-
office, and business process outsourcing (BPO)
services
 Qualfon History
• Qualfon has been in the business of servicing
our business process outsourcing (BPO) clients
since our founding in 1995
• We began as an IVR provider for clients—
including a global stock exchange—and soon
after partnered with companies like IBM and
AT&T to provide sales and customer support
for ISP services
• We operate in the Philippines, Guyana,
Mexico, and the United States.
MISSION
• Qualfon’s mission is to help as many people as
possible pursue their total vocation—as
individuals and as members of society—by
creating an ever-growing number of job
opportunities as we strive to become the
outsourcer of choice for our clients. In summary,
our mission is “Be the Best BPO. Make People’s
Lives Better.” This begins with our people. Our
employee retention is twice the industry
average because we care about our people—at
work and beyond. Qualfon offers programs that
promote personal development and provide
direct support for our people and their families.
• We are also making the lives of our customers
better by having highly tenured and highly engaged
people take better care of customers, which has led
to our clients winning coveted customer service
awards. Qualfon makes clients’ lives better by
achieving top-ranking performance at a lower cost
because of our strategic location advantage and
because our employee retention is twice the
industry average. Finally, we are also deeply
committed to making our communities better. In
2014, Qualfon supported 45 charitable
organizations and non-profit agencies across four
countries.
Vision
At Qualfon, we encourage STRIDES in everything we do.
STRIDES represents Qualfon’s seven company values:
• Service
• Teamwork
• Results
• Integrity
• Dignity
• Encouragement
• Spirituality

We live by this system of shared values and use it as a

framework for decision making at all levels.
 Qualfon’s Site Leaders

• Steve Brown
 Vice President & General Manager, Qualfon Philippines
 Oversees all of Qualfon’s Philippine operations and the
growth of all future sites in the Philippines
David Bruce Jackson, Sr.
– Site Director, Dumaguete, Philippines
– Leads Qualfon’s operations in Dumaguete I and II
 Qualfon Global Executive Teams
• Michael P. Marrow – Chief Executive Officer (CEO)
• Marco Villarreal – Chief Financial Officer (CFO)
• John Yanez – Chief Operating Officer (COO)
• Roberto Sanchez-Mejorada – Chief Mission Officer (CMO)
• Douglas A. Hoffschwelle – Chief Sales and Marketing Officer (CSMO)
• Abelardo Cruz Torres – Chief Information Officer (CIO)
• Alejandro Sotelo Sanchez – Chief People Officer (CPO)
• Trevor Allen – Chief Merger & Acquisitions Officer (CM&AO)
• Robert Nachwalter – Chief Legal Officer (CLO)
The recruitment process for new call center agents may
include (but is not limited to) the following:

• Phone Screening – this stage determines the voice

quality over the phone and how the applicant responds
to the call;
• Initial Interview – conducted by the company human
resource department or another outsource staffing
firm to test the speaking skills, attitude and confidence
of the applicant in responding to questions;
• Examination – this includes aptitude tests, computer-
based call simulations and emotional quotient (EQ)
tests; and
• Final Interview – to assess customer service,
technical, or sales skills