Living the
MISSION 2014
Be the best BPO. Make people’s
1995-2015
Living the Mission 2014
Contents
Living the Mission 2014, 7 Answering the Call, 9 Our Mission, 10 Our Values and Code of Ethics, 11 A Brief History of Qualfon, 12 Qualfon at a Glance, 14 Business Results: Vibrantly Growing BPO, 17 Expansion, 19 Mission Index, 24 Leadership Summit Guyana 2014, 25 Awards and Achievements, 26 People Driven Mission, 28 Mission Programs Model, 29 Communication @ Work, 30 Learn @ Work, 34 Care @ Work, 46 Give @ Work, 58 Mission Leadership, 98 Thank you!, 99
Living the Mission 2014
“Living the Mission 2014” includes flashbacks of a year characterized by
Whether by creating and sustaining meaningful jobs, helping everyone
significant events and results.
discover and live their vocation to the fullest, or providing each individual with equal access to new opportunities, Qualfon will be
It illustrates a year in which Qualfon highlighted its experience as a
working hard and facing new challenges.
company that grows and continually seeks to respond in the best possible way to the call it has received to serve others.
After two decades of achievement, the future has even more exciting things in store for Qualfon. In the meantime, join us as we tell a few
2015 marks the 20th anniversary of Qualfon. This milestone gives us
stories about real people whose lives we’ve touched, and the tangible
the opportunity to both reflect on our past and look forward to our
impact we’ve made.
future. While celebrating, we sincerely thank all of our clients and Yours sincerely,
employees, past and present. But, truth be told, what the Qualfon family will do together in years to come is even more exciting to us than what it has done up until now.
Alfonso Gonzalez Chairman
Mike Marrow CEO
QUALFON 2014 LIVING THE MISSION
7
In Memory
Donald Ramotar, Pre sident of Guyana, Mik e Marrow, CEO of Qua Mark Boyer, Site Dir lfon, and ector of Qualfon Guy ana.+ We highlight this significant moment at the Guyana campus groundbreaking ceremony on September 4th, 2013 as a memory of Mark Boyer, Guyana Site Director, who passed away on April 9th, 2014. This moment represents Qualfon’s commitment to answering its call by breaking the ground of poverty caused by unemployment and building new opportunities that act as seeds of hope.
8
www.qualfon.com
Answering
the Call
Qualfon is a family of many diverse cultures, backgrounds, and ethnic groups. Just like in any family, we promote mutual respect and appreciation for each and every member. We value the religiosity or personal beliefs of each one and encourage each to practice coherently the faith or the interior life they profess or practice. We are all equal; therefore we have a right to be respected equally, to have a religious belief of our choice or to have none at all. Our point of unity is precisely our call to live out our mission and our seven universal values: STRIDES
Bishop Francis Alleyne, Pandit Lalo Persuad, Iman Leyland Harcourt and his pupil at a ceremony to dedicate Qualfon Guyana’s interfaith chapel.
QUALFON 2014 LIVING THE MISSION
9
Our 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 and striving to become the outsourcer of choice for our clients. In summary, our mission is “Be the Best BPO. Make People’s Lives Better.” 10
www.qualfon.com
Our Values
and Code of Ethics Our Company Values The STRIDES Shield Protects and Guides STRIDES is an acronym that stands for Qualfon’s seven company values. We live by this shared belief system and use it as a decisionmaking framework at all levels. The various colors around the shield represent the diversity of our employees and clients. The star at the center anchors our seven values and guiding principles. The placement of our values around the shield is not arbitrary; every value is intrinsically and irrevocably connected to each of the others.
STRIDE/strd/
- to walk with long decisive steps.
To pass over any obstruction.
.
Mexico City Site in 1999
A Brief History
of Qualfon
The 1998 Qualfon team that provided ISP support to our first ‘Fortune 500’ client.
Qualfon has been serving clients in the Business Process Outsourcing (BPO) industry since it was founded in 1995. We began partnering with worldwide Fortune 100 companies to provide sales and customer support for ISP services and soon after we provided IVR services for clients –including a global stock exchange and television companies. From the beginning, we have always focused on taking care of our employees, who in turn, take good care of their customers, our clients.
services dealing directly with customers, but also expanded its locations to include the United States and China.
Qualfon’s history is a beautiful one, full of sacrifices and difficulties, full of prayer and work, and also full of much joy and happiness. It is the history of a united family.
Today, we have almost 12,000 employees serving our international clientele. We have operations located in China, Guyana, Mexico, Philippines and United States.
Qualfon called together a team of directors in 2008 for a session of reflection about the organization’s core values. The core values have now become an important part of Qualfon’s daily operations. When we live these values, we build a deeper connection with our clients and make our company stand out in the market.
Qualfon has a proud history of successfully serving its clients and breaking ground by opening in new locations. We constantly strive to create real value through the solutions we provide. Qualfon employees a frontier call center location strategy. We were one of the first call center operators in the Philippines, and are to this day, the only significant operator in Guyana. We are a global company, operating in strategic locations. We have expert experience in our industry, high scalability, low employee turnover rates and financial strength and stability. These factors have Qualfon strongly positioned for further growth.
In March of 2013, Qualfon acquired Data Control Group (DCG), now called Qualfon Data Services Group (DSG). This company specializes in backoffice processing. Qualfon’s acquision of DCG not only enhanced Qualfon’s 12
www.qualfon.com
On May 7th, 2014, Qualfon acquired Center Partners, a United States contact center outsourcing company that build an excellent reputation for itself over the past 17 years through high performance sales programs in communications, finances, technology and retail industries.
Timeline of Expansion
Center Partners Integration, United States, May, 2014
Mexico City, Mexico June, 1995
Dumaguete, Philippines May, 2010
Guyana, South America November, 2005
Manila, Philippines December, 2014
Costa Rica, Central America, 2003
1995
2002 2003 2004 2005 2006
2010
Argentina, South America, 2004 Monterrey, Mexico November, 2002
Mexico City
Georgetown, Guyana (Site 1)
Cebu, Philippines
2013
2014
DCG Acquisition, United States March, 2013 Cebu, Philippines May, 2006
Dumaguete, Philippines (Site 2)
Harlingen, Texas November, 2013
Coeur d’Alene, Idaho
Harlingen, Texas
QUALFON 2014 LIVING THE MISSION
13
Qualfon at
a Glance
Qualfon’s Strategic Global Footprint
A Full-Service & Experienced BPO
Global Delivery Centers United States (7)
Founded: 1995
Mexico
Employees: ~11,000
Guyana (3)
Experienced BPO Leadership
Philippines (4)
Full, end-to-end lifecycle
China (2)
services for 75% of our client
A Financial Strong Company
business PCI Level I certified
Privately held
SSAE16 audited
Strong balance sheet
ISO 27001 compliant
Debt free
Robust Infrastructure
Revenue run rate of +$200M Positioned to invest
Vertical Diversity Pre Paid Wireless
North America China Harbin Xi’an
Latin America & Caribbean Georgetown, Guyana Mexico City, Mexico
Coeur d’Alene, Idaho Fort Collins, Colorado Harlingen, Texas Hayden, Idaho Idaho Falls, Idaho Liberty Lake, Washington Shelbyville, Kentucky
Post Paid Wireless
Sales
Cable / Broadband
Care
eCommerce / Retail Financial
Back Office Tech Support
Automotive Tech Insurance
Southeast Asia Cebu, Philippines Dumaguete, Philippines Manila, Philippines
Service Offerings
0% 4%
5% 2%
7%
5%
10%
27%
Serving International Markets North Amercia Latin America Asia 14
www.qualfon.com
8% 16%
55%
61%
Why Companies are Choosing Qualfon
Investing in Our Technology An MPLS network with SIP technology Infrastructure offering world-class:
Industry-Best Employee Retention Rates Improve Customer Experience and Quality
Resiliency Reliability
Extensive Domain Knowledge in Lifecycle Care and Sales
Redundancy Quality of service
Philippines
Security
Innovative “Bring the Call Center to the Neighborhood”
Scalability
model in Manila
Cost efficiency
Second-largest provider in Cebu (4% attrition monthly) Significant Provincial Play with 3,000 employees in Dumaguete Near Shore
Security & Compliance
PCI Level 1 certified SSAE 16 certified Physical security
Georgetown, Guyana – Only Native English in South America
Biometric scanners
Largest private employer in country with ~2,000 employees (3
Security cameras
locations with 5,000 seats by 2016)
No paper, pens, cell phones, or
Mexico City, Mexico – Ideal for LATAM Hub or U.S. Bilingual
other electronic or storage
Support United States: Seven locations – Four in the Spokane Valley Corridor
Applications
Avaya platforms for email, chat, and social media Enhanced IVR with speech recognition
/ Bilingual in SW Texas
Verint quality monitoring suite Workforce optimization applications
Experts in People Development and Agent Retention
16
www.qualfon.com
High Quality
Services and Aggressive Pricing
Intelligent Global Locations
Actionable and
Industrial-Grade
Sigma-based
Facilities
Continual Six Practices
Technology and
Business
Results:
Vibrantly Growing BPO In 2014 the Qualfon Family grew from 9934 to 11310 employees. 364 job promotions based on new opportunities and performance results. 152 new professionals hired. Six new Sites in the United States, one more in Philippines. One new Site and one under construction in Guyana. Expansion of three QUSA clients into new geographical
Mexico City moves employees from an outsourcer to Qualfon.
locations – to Guyana and to Harlingen. Succesfull implementation of the USA Affordable Care Act Launch of uncapped compensation (piece rate compensation)
(ACA) strategy.
for back office in Dumaguete and Mexico City. Philippines award and recognition (DOLE) for legal labor Attrition reduction to lower than 6% in QUSA in December.
compliance both Cebu and Dumaguete.
Break into the cable industry with two top companies wins.
Frost & Sullivan and Near Shores America Support for Guyana.
QUALFON 2014 LIVING THE MISSION
17
We Serve 38 Top Brands 9 New Brands were added in 2014
18
www.qualfon.com
Expansion
Center Partners Integration
On May 7th, Qualfon acquired and integrated Center Partners, a United States contact center outsourcing company that has built an excellent reputation for high performance sales programs for its clients in the communications, financial, technology, and retail industries over the last 17. Center Partners had six contact centers across Idaho, Washington and Colorado with approximately 2,500 employees.
QUALFON 2014 LIVING THE MISSION
19
20
“We found an outstanding business in Center Partners that shares the same people-oriented approach and is a perfect fit to both diversify our client base and also to enable us to have an experienced United States delivery operation offering premier services to clients.� -Mike Marrow, CEO, Qualfon. www.qualfon.com
Harlingen, Texas Qualfon built a 600-seat contact center in Harlingen, Texas.The contact center occupies a two-story building located off N. Ed Carey
“Harlingen is the ideal location for our newest world-class facility because of its economic strengths, its 335,000 residents in the immediate area, and its highcaliber workforce,” -Mike Marrow, CEO, Qualfon
Drive and will employ up to 1,000 people at full capacity. The Harlingen area has a large student population (more than 30,000 students) and a high percentage of bilinguals, enabling Qualfon to provide services in Spanish as well as English. Qualfon hired a new site director, Kevin Kavanaugh, to oversee its Harlingen operations.
Manila, Philippines Qualfon Manila, our newest state-of-the-art facility, has room for 580 workstations and will be home to 1,000+ employees. It si located near neighborhoods, shopping malls, transit hubs, and Manila’s “University Belt,” where students from 20 universities both live and learn, and it is revitalizing the city of “Old Manila.” Qualfon has been operating high-quality programs in the Philippines since 2006.
QUALFON 2014 LIVING THE MISSION
21
Second Guyana Site is Launched The blessing and consecration of Qualfon’s second site took place on April 29, 2014. Commercial operations began in the building on May 1, 2014.
22
www.qualfon.com
Grand Opening Spring 2015
Qualfon is Building One of the Largest Contact Center Campuses in the World in Georgetown, Guyana The multiple-building facility is being constructed at East Bank Demerara, near the national stadium, top hotels and the newest mall. The facility will have 3,500 seats. In addition to the initial contact center, construction plans include an administrative building and a second operations center.
july, 2014
Qualfon has contracted FRE Resources to build the campus, which will feature: Solar power panels and “green� building materials An indoor/outdoor cafeteria An interfaith chapel An onsite waste water treatment facility Back-up generators A water pond and landscaping Parking and designated pick-up and drop-off areas
October, 2014
Mission Index Qualfon Created a Mission Index to Measure its Ability to Make People’s Lives Better Qualfon’s “Mission Index” puts in place metrics that measure
Job Creation
54
New Agent Jobs
Keeping you at Qualfon
4.94%
Qualfon’s capacity to create jobs, retain employees, engage employees in giving back to their communities, and satisfy employees. Our Mission Index scorecard measures four key
Note: USA Voluntary Attrition was not included in the global annual average in 2014.
areas: employee satisfaction, job opportunities created, employee volunteer work opportunities and employee retention. Qualfon creates programs and services centered on things that matter to its people. We have a highly tenured and engaged workforce, which in turn, takes good care of our customers and our clients. When employees are happy, it is contagious and the customer experience is superior. This positively impacts both our clients and their brands. 24
www.qualfon.com
More Opportunities
2.5
Average participation hours per employee
Your Opinion
2.93
You Matter With Mike byweekly survey (Scale 1 to 4)
Leadership
Summit Guyana 2014
Qualfon Leadership Summit Qualfon used the leadership summit as an opportunity to reflect on the organization’s strengths and opportunities, define how it can fulfill its mission to “be the best BPO and make people’s lives better”, and outline a strategy and plan for execution to effectively achieve its goals in the coming year. The three day event included tours of Qualfon Guyana’s contact center facilities, strategy-building workshops, cross-departmental brainstorming sessions, team-building activities, and inspirational sessions that outlined objectives and operational improvements for 2014. In addition, Qualfon executives took some time to give a report about the success of 2013, and played videos demonstrating the beneficial outcomes of the company’s mission-related activities for its employees, families and communities around the world.
QUALFON 2014 LIVING THE MISSION
25
Awards
Customer Contact 2014
and Achievements
“Qualfon’s unique and beautiful calling makes us believe that together we can do the unimaginable; it’s a call that makes us dream of doing things that contribute to making the world a better place, by helping improve the lives of our people and their local communities.” -Alfonso Gonzalez, Chairman of the Board.
Qualfon’s Chief Sales and Marketing Officer, Bob Dechant, co-presented a session alongside Vice President of Service Operations, Maureen Shea, of zulily, an online retailer known for bringing moms special finds every day. The interactive session, Delivering Premium Care for
Asian College Scott Warner, then acting as Site Director of Qualfon Dumaguete, delivered the 2014 commencement address for the graduating class at the Asian College campus in Dumaguete City, Philippines. Scott was chosen because of his nearly 25-year tenure in leading multinational businesses across various geographical locations and due to his most recent success in managing the significant growth experienced by Qualfon Dumaguete over the past 18 months.
26
www.qualfon.com
High-Value Customers, addressed how companies have created a customercentric organization that thrives on the unique nature of customers and delivers a personalized experience without breaking the bank.
The Power of Retention John Yanez, our COO, was a co-presenter in an eBroadcast webinar hosted by Frost & Sullivan on October 9th, 2014. During the online event, titled The Power of Retention:
Maximizing Value in Centers of Excellence, John Yanez said, “Many businesses have come to accept high employee turnover in their contact centers, and those that do pay heavily for it. This online event is designed to help companies understand the consequences of high attrition and how to overcome it in a contact center environment.”
FutureSource Summit Qualfon participated in the 2014 FutureSource Summit that took place at the Four Seasons Hotel in Mexico City on November 6-7, 2014. Qualfon hosted
The M&A Atlas Award
a special tour of its contact center right
Qualfon’s acquisition of Center Parnters
before the event. Brian Kearney, Qualfon’s
was recognized by the Global M&A Network
Vice President of Marketing explained:
as the 2014 small-market deal of the year.
“Companies are looking for ways to support
Headwaters MB, the company that advised
their growth in Latin American countries,
Qualfon regarding its acquisition of Center
and Mexico City’s vast population creates
Partners was named the winner of the
a scalable outsourcing location to serve
Americas’ M&A Atlas “Deal of the Year” award
that need. Mexico has always been great
in the small market category, in honor of
for serving Spanish speaking customers in
Qualfon’s acquisition of Center Partners
the United States, but now more than ever
from Kantar, a subsidiary of the WPP Group.
– with its high availability of bilingual talent
Our Chief Financial Officer, Marco Villarreal,
– Mexico City is a premium global location
led the acquisition process.
for service in English. Additionally, Mexico provides a strong cultural affinity to the U.S., which leads to high-quality customer experiences.”
QUALFON 2014 LIVING THE MISSION
27
A People-Driven
Mission
Making a Positive Impact in their Lives Work + Life
Work
High Employee Net Promoter Score + High Retention
High Performance
Metric
Annually
Nesting Competency Score
95%
Compensation Career Path Training Culture Manager Work Place
Employees Benefitting from Milk Subsidies (Guyana and Philippines) Free Medical Clinic Visits
Life
1,553
70,000
(Guyana and Philippines) Family
Chaplaincy Assistance
24.3%
Friends
Volunteer Hours
26,366
Health & Well-Being
Output
Monthly
Community
Employee Net Promoter Score 68%
Spirituality
Work + Life
28
www.qualfon.com
Retention
95-97%
“Qualfon is a company that exists to transcend. To transcend means to leave a positive mark on the lives of people. We are a
Mission Programs Model
company that has the wonderful opportunity to make human contact with thousands of people every day. Each member of the Qualfon family answers a call that allows us to offer the best service to our customers, and this is how we create jobs for young people, who experience in Qualfon a school that teaches them to work, to serve, and to live fully.”
-Roberto Sanchez Mejorada, Chief Mission Officer.
Promotes an environment where people are encouraged and have the opportunity to share in the company's mission, and understand the organization's values, plans and goals.
Promotes an environment where people are developed to explore and apply their full vocation.
Promotes an environment where people trust and support each other in a caring family manner.
1. EMPLOYEES
Transforms Qualfon into an environment full of opportunities to share common hobbies and interests, learn and have fun.
2. FAMILIES
MIND
BODY
Promotes an environment where people are involved beyond what their daily work duties require of them, and actively participate in supporting to the needs of our communities.
SPIRIT
3. COMMUNITY QUALFON 2014 LIVING THE MISSION
29
Communication @ Work! Talking the Walk Communication plays a central role in collaboration, which is the basis of a mission-driven company. Our mission is both practical and inspirational, and drives change with the goal of enriching our purpose. Qualfon promotes open and honest communication through various means and channels.
Entrusting the Mission & Consecration Renewal 30
www.qualfon.com
Birthday & Anniversary Greeting Card
STRIDES
Newsle er (Monthly)
Positive Words
Powerful Results (Every Friday)
You Ma er with Mike
Videos of stories and testimonies
Qualfon Welcome Kit
Qualfon Code of Ethics
(biweekly survey)
“A leader is one who knows the way, goes the way, and shows the way.” -John C. Maxwell
We believe that learning plays a primary role in each person’s development. We want to provide our people with the best training programs in the industry. Starting by providing our trainers with certification in adult learning techniques, we offer courses on leadership and values through the Supervisor Academy, as well as STRIDES workshops and other classes at Qualfon University. In 2014, we conducted training sessions with 13,253 participants this accumulated to a total of 43,817 training hours in our programs.
QUALFON 2014 LIVING THE MISSION
33
Learn @ Work! Train the Trainers Trainer Certification is an interactive, 4-day workshop designed for Qualfon trainers, subject matter experts and managers who are tasked with training on a regular basis. Participants find this certification program insightful, engaging and a lot of fun! After completing the training they become “Certified Learning and Development Professionals that Facilitate Adult Learning.� During this workshop, each participant creates and presents a short training session on a topic of their choice that also benefits the group. This experience helps create a sense of partnership and teamwork among all members of the training force within the company.
34
www.qualfon.com
...Participants find this certification program insightful, engaging and a lot of fun!
QUALFON 2014 LIVING THE MISSION
35
36
www.qualfon.com
QUALFON 2014 LIVING THE MISSION
37
38
Book presentation ceremony from Madrid, Spain, November 28, 2014
www.qualfon.com
z Quintas
so Lope Professor Alfon
Signs of Admiration Professor Alfonso Lopez Quintas is considered one of today’s most committed promoters of universal values. He has generously consented to write a seminar and book aimed at helping our employees learn how to admire what is truly worthwhile in life: the values that lead to a meaningful existence.
Experience teaches us that values are not learned, but discovered.
Leadership and Coaching Leadership and Coaching sessions were conducted for supervisors and staff in Mexico City and Fort Collins, Colorado. We also introduced our Coaching for GROWTH model.
40
www.qualfon.com
QUALFON 2014 LIVING THE MISSION
41
STRIDES WORKSHOP At the end of November 2014, a total of 7,632 employees had completed the STRIDES workshop. Their participation amounted to a total of 30,528 hours. An average of 23 employees per day received this training in Cebu, Dumaguete, Guyana, the USA and Mexico.
42
www.qualfon.com
Each day, an average of 23 employees were trained in Cebu, Dumaguete, Guyana, USA, and Mexico. QUALFON 2014 LIVING THE MISSION
43
“As you breathe in, cherish yourself. As you breathe out, cherish all beings.” -Dalai Lama.
Positive Difference Qualfon is a caring family that strives to show empathy, compassion and respect for all its members. We are committed to service and act to make a positive difference in the lives of others, our families and our communities. We understand the importance of balancing different aspects of life—physical, emotional and spiritual—to achieve our personal well-being.
QUALFON 2014 LIVING THE MISSION
45
Care @ work
Milk Subsidy, Dumaguete.
Support Programs and Completed Activities “Leaving the Mission 2014” shares important initiatives we have used to support the basic needs of our employees and their families.
Wellness Programs We helped more than 1,500 employees with monthly milk subsidies
Prevention Campaign, Cebu.
for children under 12 years of age; 70 pregnant employees also benefited from the maternity “Milk and Ultrasound” program. We also supported over 50 employees with post-hospitalization needs after overcoming an illness. When some of our employees or their loved ones passed away, we helped with various funeral expenses.
46
www.qualfon.com
Visiting a local family, Guyana.
Nutritional Talk
Prevention Campaigns, All Sites
We supported more than 1500 employees
Qualfon DayCare, Mexico.
QUALFON QUALFON 2014 2014 ANNUAL LIVING REPORT THE MISSION4 7
47
Medical Team, Dumaguete.
The medical team of doctors and nurses played an important role in caring for the employees. In addition to providing routine care, they promoted over 15 ongoing campaigns to help prevent disease and maintain a healthy, balanced lifestyle.
48
www.qualfon.com
Clinic Management, Cebu.
Chaplaincy Program The Chaplaincy program provided employees with support services, including chaplaincy, counseling and coaching. Over 2,700 employees visited a Qualfon chaplain to seek solutions and address problems affecting their work or personal life. We visited 300 employees in hospitals and 50 in their homes. We also attended 40 funeral services upon request.
Chaplain making rounds, oering brief moments of encouragement in Dumaguete.
Chaplain during a care session in Guyana.
QUALFON 2014 LIVING THE MISSION
49
Growth Activities Through the “Life Plan Program” 150 employees were able to develop a life plan and keep track of it on a monthly basis in a timely and systematic manner. We successfully implemented a variety of workshops, covering topics such as relationships, grief and personal finances in order to support employees with specific needs and provide areas of opportunity. We also launched the “Signs of Admiration” workshops through which employees can explore
Qualfon employees during a workshop, Mexico.
aspects of their life that prevent them from growing and aspects that help them discover the fullness of their vocation as individuals and members of society. Professor Alfonso Lopez Quintas’ collaboration was essential in this regard. In coordination with Directors and Managers, workshops on Servant Leadership were held in order to equip our company leaders with the tools they need to lead and serve better. Over 300 supervisors and managers participated in the Servant Leadership workshops, which marked the Year of the Supervisor by providing leaders with skills and understandings essential for succeeding as an organization and helping transform the people entrusted to them.
50
www.qualfon.com
Qualfon employees a ending the “A Day with Myself” day of recollection in Cebu.
Chaplain conducting a workshop on Servant Leadership.
Qualfon employees during a workshop on Servant Leadership, Cebu.
QUALFON 2014 LIVING THE MISSION
51
Chaplaincy Program, North Idaho Sites.
Chaplain conducting a workshop on servant leadership.
52
www.qualfon.com
Talk given by the Bishop of Dumaguete, titled “Servant Leadership�
of during the blessing Religious leaders Qualfon. interfaith chapel at
Interfaith Activities The chaplaincy program grew during 2014 and expanded its horizons. Qualfon’s chaplains coordinated a number of Hindu, Muslim and Christian religious leaders who collaborated together to organize activities promoting dialogue, prayer, meditation and celebration of faith. Over 10,000 employees participated in interfaith activities during 2014. The chaplaincy program has thus become increasingly ecumenical and interreligious, and is thereby able to benefit a greater number of employees who wish to participate.
Local Parish Priest visiting Mexico City Site.
the
An image of Our Lady of Guadalupe visited parishes in Dumaguete (St.
Catherine of Alexandria Cathedral, Dumaguete).
Celebration of Mass, Dumaguete. 54
www.qualfon.com
A picture taken with the Bishop of Dumaguete after he gave a
talk on servant leadership to Qualfon’s managers and supervisors.
Guyana’s religious leaders at Qualfon after an interfaith worship service.
ees’ families Chaplains serving employ
in Tacloban City.
Social Outreach We achieve emotional and spiritual wellbeing when we connect to the needs of others and exercise solidarity with them. We carried out two social outreach activities in Tacloban towards the end of the year. We accompanied families that had been affected by the Yolanda typhoon, offering friendship, resources and faith. The chaplains that promoted and participated in these outreach activities also provided emotional and spiritual counseling to over 35 families in need.
Managers and Coordinators serving QUALFON 2014 LIVING THE MISSION people in Tacloban City.
55
“Not all of us can do great things. But we can do small things with great love.� -Mother Teresa
Total Involvement: Donating Time, Money, and Expertise Whether by getting their hands dirty or rolling up their sleeves, Qualfon employees donate time and talent to build inclusive, economically empowered, and environmentally sustainable communities. Qualfon encourages, supports, and recognizes employees who volunteer in their communities. In 2014, almost 11,086 Qualfon employees contributed over 26,366 hours of service at more than 45 organizations in 4 countries.
56
www.qualfon.com
QUALFON 2014 LIVING THE MISSION
57
Give @ Work! More than 11,086 Qualfon employees spread throughout the majority of Qualfon’s centers dedicated 26,366 hours to volunteer work in 2014. We collaborated with partners institutions to help transform communities, working with people of all ages, caring for the poor and sick, and running projects related to education, environment, health and construction. We also invested in our volunteers, helping them develop new skills, increase their professional experience, grow in self-esteem and improve their personal lives.
In partnership with Habitat for Humanity, Qualfon volunteers from Dumaguete participated in building a house.
Qualfon’s volunteer work illustrates how the Qualfon family fosters compassion, empathy, tolerance, gratitude, responsibility and a sense of community through its living out of the STRIDES values: Service, Teamwork, Results, Integrity, Dignity, Encouragement and Spirituality.
1) Construction We support constructing homes because we believe that everyone should have a healthy, affordable place to call home. In addition to building homes, we support communities and we build the opportunity for families to help themselves. 58
www.qualfon.com
Qualfon helped build classrooms for catechism classes in Cuatro Cienegas, Coah., Mexico.
Tacloban Project , Cebu
The Yolanda Typhoon
On November 8th, 2013, the Yolanda typhoon hit the Philippines and damaged most of the Easter Visayas region. In response, Qualfon launched a Rebuilding and Rehabilitation Project with the help of some friends and employees that wanted to support the effort. The project began in June
Three houses were rebuilt and fifteen houses were repaired.
2014, and was completed in September 2014 with the help of the Qualfon team in the Philippines. This team dedicated themselves completely to
Qualfon provided sources of livelihood to 5 families.
the different phases of the project (described below) in order to obtain the needed results.
Qualfon allocated funds to those in greatest need.
We can now confirm that the project was brought to completion and was
Qualfon sponsored two three-day mission trips to Tacloban with
very successful. The most notable results include the following:
the blessing of the Archbishop Rev. John F. Du.
1st Phase: Relief Provisions 2nd Phase: Financial Aid 3rd Phase: Livelihood 4th Phase: Spiritual Support 5th Phase: Rebuilding and Rehabilitation of homes and structures
Qualfon partnered with Catholic World Mission, suported by our friend Mr. Peter Freissle and two clients, making a joint contribution allocated for the reconstruction fund. Qualfon visited the families it helped multiple times. These families are full of joy and gratitude for the aid they received. QUALFON 2014 LIVING THE MISSION
59
Before 60
After www.qualfon.com
2) Courses Cebu Gualandi Association of the Deaf, Inc. (CEGAD) is
In collaboration with the TUK Foundation, Qualfon
an independent non-profit organization whose aim is to
conducted a workshop to increase awareness about
advocate for the deaf community, deaf sensitivity and deaf
disabilities, and how disabilities can affect an individual’s
culture. The goal is to bridge the gap between the hearing
employment, health, education and family life. It also
and the deaf, allowing them to work together. CEGAD
addressed causes of disabilities and risks related to
acknowledges Qualfon’s effort in helping them provide their
disabilities. Some of Qualfon’s employees participated in
people with exposure and finding opportunities to advocate
and learned from the workshop.
for the deaf community. Part of this effort is learning the Basic Filipino Sign Language.
QUALFON 2014 LIVING THE MISSION
61
to
Departmen
3) Environment In the Philippines, the government encourages companies to participate in planting and protecting mangroves, which provide the needed environment for the breeding of fish, prawns and crabs, and support fisheries production in coastal waters. This event, which took place in Brgy. Inuboran, Naga, Cebu, sought to increase awareness of the importance of mangroves and teach people how to plant and care for them.
62
www.qualfon.com
ral Res
& Natu t n e m n o ir v f En
ilippines
ebu, Ph C r a e n , s e ourc
4) Children Aware of its mission to “be the best BPO and make people’s lives better,” Qualfon strove to reach out and touch the hearts of children, giving hope, care and love. For years, Qualfon employees in the
A new perspective !
Philippines have been visiting the Santo Niño Orphanage each month in hopes of inspiring the children residing at the orphanage. The employees benefit from these visits as much as the children. After every visit, Qualfon employees find that their hearts are awakened, and they have a new perspective about the value of life and family. They have a better understanding that life is wonderful, and that the world reaches beyond their personal family. They realize that having a job is an amazing gift. The Qualfon Training Department led an outreach activity in the mountainous barangay of Toledo City, Cebu. The program included games and food that was personally cooked by the Qualfon team. School supplies and slippers were distributed to the children. Word of the event spread rapidly, and almost 200 children attended the activity.
The Training Department QUALFON 2014 LIVING THE MISSION
63
Qualfon employees gave school supplies to the children in greatest need.
Qualfon employees and volunteers helped distribute kits with school supplies for the students of West City Elementary School.
Qualfon employees partnered with the Santo Niño Children’s Home Foundation to deliver food to children in need and spend time with them.
The simple visit to Casa Ci adini Orphanage turns into an amazing and joyful Christmas party.
64
www.qualfon.com
Guyana volunteers visited the Joshua House Orphanage to deliver food and spend time with the children.
Qualfon volunteers read, played games and delivered a donation of children’s books to the sick children.
Guyana Qualfon volunteers spent two hours with the boys at St. John Bosco’s orphanage, helping them with their homework.
Qualfon volunteers interacted with the students. Our nurse, Ms. Avril Smith talked to them about food safety and health. QUALFON 2014 LIVING THE MISSION
65
ldren ted 11 sick chi vi in n, io at nd TUK Fou thering. rship with the ne rt pa in to a special ga , on te u it st Qualf In l iatrics Nationa from the Ped
5) Helping the Needy Kusina and Panaderia ni Sta. Marta belongs to the Archdiocese of Cebu. The institution serves 250-350 meals each day to people of all ages. Qualfon managers and employees have participated in this project on a weekly basis since February 2014.
66
www.qualfon.com
Qualfon employees visited the poor community together with seminarians from the St. Joseph Seminary College.
Qualfon volunteers went to the Mahaica Girls’ Home to help care for babies, wash dishes and clean. Some of the volunteers also spent time listening to the teenage mothers and giving them some much needed advice and inspiration.
Qualfon employees have been participating in a local project aimed at helping the needy in Dumaguete.
Qualfon has been supporting a local women’s shelter in Shelbyville, KY by donating hygiene products and cleaning supplies. QUALFON 2014 LIVING THE MISSION
67
Qualfon has adopted Fresh Start, a local shelter in Hayden,
Qualfon’s Mission Index & Training Coordinator, Pamela
Idaho in the USA. Each month, we support them in a
Hernandez, volunteered to conduct a training session
myriad of ways such as having food and clothing drives
about database management and how to create emails
and collecting hygiene products. Volunteers from all of our
with elements of institutional branding for the Hospital
sites cook breakfast at Fresh Start. We greatly appreciate the
Association de Obras Sociales Santo Hermano Pedro.
outpouring of support we have received in this project from Qualfon’s agents, and their willingness to keep participating each month. This project enables us to carry out our mission within the community as well.
68
www.qualfon.com
Partnerships with NGOs in Guyana...
and in Cebu.
Qualfon has established partnerships with four non-governmental
The ceremonial contract signing was held last March 18, 2014 at Quest
organizations (NGOs), aimed at supporting Qualfon in its efforts to
Hotel Cebu and was attended by our partner institutions namely;
carry out its mission of helping local communities. These relationships
University of San Jose – Recoletos, Philippine Red Cross Cebu, Kusina
will help our volunteers improve their own lives, as well as the lives of
Plus Panaderia ni Sta. Marta, Philippine Business for Social Progress &
people around them.
Gualandi Volunteer Service Program.
Multiple organizations received donations in kind or other benefits
The purpose of the event was to solidify the partnership we have
from these partnerships, including the Guyana Red Cross Society,
amongst the different institutions. It was a solemn and meaningful
represented by Anna Lisa Fraser and Dorothy Fraser, Habitat for
event for Qualfon, because it has opened so many doors for our
Humanity represented by Rawle Small and Clifton Ridley, St. John
employees, on the aspects of corporate social responsibility and to
Bosco’s Boys Orphanage represented by Ms. Grace Daniel, and
terms of education.
St. Ann’s Ursuline Girls’ Orphanage represented by Sister Leonie Costa. The purpose of these partnerships is to focus our efforts on collaborating more effectively with well-known community organizations that share our commitment to enhance communication, promote volunteer work and share resources in kind.
QUALFON 2014 LIVING THE MISSION
69
“In every job that must be done, there is an element of fun. You find the fun and SNAP! The job´s a game.� -Mary Poppins
Total engagement Employee engagement is the art and science of engaging people in authentic and recognized connections to their talents and gifts through Fun Clubs & Activities where the main drivers are sense of belonging, community, relationship, healthy development, and happiness to leverage, sustain, and transform work into a fun place to work. 70
www.qualfon.com
QUALFON 2014 LIVING THE MISSION
71
Qualfon Music-Video Contest Our first Annual Music-Video Contest, held in 2014, led to the creation of engaging videos that express the company’s culture and mission. The worldwide contest encouraged employees from all Qualfon contact centers across the globe to articulate their Qualfon spirit in the form of a music-video. 26 videos were submitted for the contest.
72
www.qualfon.com
“It was a dream turned into reality,” said Razel Oliveros-Aldave, Operations Supervisor at Qualfon Cebu, who both wrote and sang in the grand-prizewinning video, The Dreamer. “We love you Qualfon. Thank you for giving us the opportunity to express how we love and care for this company. Qualfon has been our inspiration to work hard and follow the correct path in life. Thank you for the never-ending vision that you always make us believe we can attain. We are very proud to be part of the Qualfon family here in Cebu, Philippines!”
2nd Place: Making People’s Lives Beºer – Dumaguete
1st Place: The Dreamer- Cebu
2nd Place: Qualfon Ambassadors – Guyana QUALFON 2014 LIVING THE MISSION
73
happy
THANK YO U
!
anniversary Anniversary Program This is a monthly activity in recognition of every year of service provided by Qualfon employees. The employees receive a recognition letter signed by Mike Marrow in a ceremony presided over by the respective site director. A commemorative lapel pin is given to employees celebrating one or more years working for Qualfon (they receive one pin for each year of service). In addition, employees who have worked at Qualfon for five, ten, fifteen and twenty years receive an Appreciation Award signed by Mike Marrow. “I love this monthly anniversary celebration. It’s an enjoyable event that we all look forward to. People are already talking about getting their pin and letter next year. It makes me proud to be a part of this. Making people’s lives better is AWESOME. Thanks, Qualfon, for allowing me to do this every day.” allowning me to do this every day,” said Lisa Nicholson, Activities Coordinator.
74
www.qualfon.com
Hayden/ Liberty Lake
Qualfon DSG
Mexico
QUALFON 2014 LIVING THE MISSION
75
Monterrey
76
www.qualfon.com
Guyana
Cebu
Dumaguete QUALFON 2014 LIVING THE MISSION
77
Fun Clubs To get the employees engaged in company driven activities, and at the same time to create an environment that enhances and showcases their talents and gifts through fun clubs‌ These were the two driving forces behind Fun@Work. The successful turnout resulted from the excitement of all the Qualfon employees, who were eager to form their clubs and participate in the various activities arranged for them. Fun@Work was launched simultaneously in Cebu, Dumaguete and Guyana on January 17th, 2014. The USA sites launched the programs on July 25th, 2014 (Hayden and Liberty Lake), July 29th, 2014 (Post Falls and Coeur d’ Alene), and July 31st, 2014 (Fort Collins). Each site has activity coordinators spearheading the initiatives and making sure all of the centers maintain a spirit of camaraderie and a healthy, happy workplace environment.
QUALFON 2014 LIVING THE MISSION
79
Go live: Fun@
Work
80
www.qualfon.com
QUALFON 2014 LIVING THE MISSION
81
Yoga Club
Dynamic Dance Crew 82
www.qualfon.com
Shoho Q Basketball Club
Eagles Volleyball Club
EGamers Club
Glee Club
Film Crew
Runner’s Club QUALFON 2014 LIVING THE MISSION
83
Swimming Club
Photography Club 84
www.qualfon.com
Tennis Club
The Glee Club
Photography Club
Football Club QUALFON 2014 LIVING THE MISSION
85
Outdoor Sports - Hiking
Magic The Gathering 86
www.qualfon.com
Cooking Club
Love Rocks Club
Cricket Club
Chorus Club
Football Club
Zumba Club QUALFON 2014 LIVING THE MISSION
87
Fun Activities
Qualfon imple ments fun clu bs and activit Coordinators ies. Activity help roll out t he fun!
Qualfon fun activities emphasize values, friendship and fun! These activities are a time when employees can explore new hobbies, laugh with colleagues and friends, and maintain a healthy balance between work and life.
88
www.qualfon.com
Family Christmas Carnival 2014, Dumaguete
2 in 1 concert
Qualfon’s Got Talent
Christmas Lighting
Family Day QUALFON 2014 LIVING THE MISSION
89
Family Day
Crazy Sock Day 90
www.qualfon.com
PJS
Wildcats
Christmas Carnival
Spanish Class
Qualfon Benefit Concert
STRIDES Week QUALFON 2014 LIVING THE MISSION
91
Breast Cancer Awareness
Peach Festival 92
www.qualfon.com
Car Wash
Thanskgiving
Corporate Games
Football Tournament
Team Color Day
Family Day QUALFON 2014 LIVING THE MISSION
93
/
Local Shelter
Cash Cube 94
www.qualfon.com
Breast Cancer Ribbons Craft Project
Mad HaÂ&#x;er Tea Party
Halloween Contest
Theme Days
Pi単ata Day
Theme Days QUALFON 2014 LIVING THE MISSION
95
& CDA
Breast Cancer Awarness
Agent Appreciation Day 96
www.qualfon.com
Blood Drive
llenge, The Ice Bucket Cha
Fort Collins
ALS Awareness Campaign This became a huge hit across the North Idaho and Washington sites, as well as in Fort Collins. Each site was very excited to take on the challenge and raise money for such a great cause.
The Ice Bucket Challenge, Post Falls QUALFON 2014 LIVING THE MISSION
97
Mission
Leadership
As a Mentor
I will...
Å” )FMQ PUIFST TVDDFFE JO UIFJS QFSTPOBM HPBMT Å” 8PSL UP JNQSPWF NZ PXO TLJMMT BOE FYQFSUJTF
98
www.qualfon.com
Qualfon pledges to continue living its mission as it opens a new chapter in its history: a chapter dedicated to becoming MISSION LEADERS.
As a Manager
I will...
Å” &OTVSF UIBU XF NFFU PVS SFTQPOTJCJMJUJFT UP UIF CFTU PG PVS BCJMJUJFT Å” &OEFBWPS UP MJWF UIF 453*%&4 WBMVFT BOE FODPVSBHF PUIFST UP EP UIF TBNF
As a Messenger
I will...
Å” 3FQSFTFOU 2VBMGPO JO B QSPGFTTJPOBM NBOOFS Å” 8PSL UP DSFBUF B QPTJUJWF WJFX PG BMM UIJOHT UIBU BSF 2VBMGPO
Marco Villarreal, Chief Financial Officer; John Ya単ez, Chief Operations Officer; Bob Dechant, Chief Sales and Marketing Officer; Pete Lutz, Senior Vice President Qualfon Corp; Ezequiel Righi, Co-founder; Alejandro Sotelo, Chief People Officer;belardo Cruz, Chief Information Officer; Roberto Sanchez Mejorada, Chief Mission Officer. / Rev. Eloy Bedia, General Chaplain; Mike Marrow, Chief Executive Officer; Alfonso Gonzalez, Founder and Chairman of the Board; Rev. David Steffy, Guest Chaplain of the Executive Meeting in December 2014; Alejandra Romero, EVP LATAM & Global Solutions.
Thank you!
2014, a year answering the call and fulfilling the mission: Our call helps us believe that, together and with God, we can do the unimaginable. It makes us dream of making the world a better place by improving the lives of individuals and communities.
QUALFON 2014 LIVING THE MISSION
99
100
www.qualfon.com