Company Research Report: Qualfon

Company Overview

• Name: Qualfon

• Mission: Be the best and make each person's life better.

• Founded: 1995 by Alfonso González.

• Key People:

• Alfonso González, Founder and Chairman

• Doug Kearney, Chief Executive Officer

• Ian Jones, Chief Marketing Officer

• Christina Ungaro, Chief Global Mergers & Acquisitions Officer

• Headquarters: 13700 Oakland Avenue, Highland Park, MI 48203, USA

• Number of Employees: Approximately 16,000

• Revenue: No information is available.

• Key Aspects: Qualfon is known for its comprehensive range of customer experience services and business process outsourcing solutions with a strong focus on employee well-being and customer satisfaction.

Products and Services

Products Offered

1. Contact Center Solutions

• Description: Multichannel customer care solutions encompassing phone, web, chat, email, text, and social media.

• Key Features: 24/7 support, Six-Sigma based practices for efficiency, and multilingual capabilities.

2. Digital and Direct Marketing

• Description: Integrated strategies for delivering personalized customer experiences.

• Key Features: Email campaigns, social media engagement, display ads, SMS, and video content creation.

3. Print Services

• Description: Personalized on-demand printing capabilities for direct mail communications.

• Key Features: Variable digital printing, print-on-demand, ePublishing, and creative design services.

4. Fulfillment Services

• Description: End-to-end solutions ensuring timely and cost-effective distribution.

• Key Features: Inventory management, ecommerce support, sampling and kitting, and global shipping.

5. Data and Analytics

• Description: Leveraging data insights to improve sales and enhance customer loyalty.

• Key Features: Data mining, customer segmentation, recommendation engines, and campaign optimization.

6. Back Office Support

• Description: Streamlined services to enhance core business functions.

• Key Features: Email management, data entry, claims processing, exception handling, and multichannel response handling.

Recent Developments

• New Site Launch: Inauguration of a new Customer Experience (CX) center in Cagayan de Oro, Philippines, enhancing existing operations.

• Leadership Appointments:

• Rob Deal as Senior VP of Healthcare and Insurance.

• Ian Jones appointed as the inaugural Chief Marketing Officer.

• Christian Bosse as Senior VP of Strategic Account Management.

• Partnerships:

• Partnership with Accurity Solutions to enhance trust and safety protocols.

• Acquisitions:

• Acquisition of Quebec-based VOXDATA Solutions for expanded engagement services.

• Acquisition of assets from Rainbow Graphics to elevate print and digital offerings.

• Industry Recognition:

• Advancement in the 2024 Everest Group CXM Services PEAK Matrix® Assessment.

• Recognition as a Great Place to Work® in the Philippines for three consecutive years.

Conclusion

Qualfon has maintained a steadfast commitment to enhancing customer experiences by focusing on employee well-being and delivering a wide array of customer and business process services. The recent advancements and strategic leadership appointments underscore its growth trajectory in the global market.