Living the Mission Year Book 2014

Living theMISSION

2014

Be the best BPO. Make people’s

1995-2015

Living the Mission2014

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

Contents

QUALFON 2014 LIVING THE MISSION 7

“Living the Mission 2014” includes flashbacks of a year characterized by

significant events and results.

It illustrates a year in which Qualfon highlighted its experience as a

company that grows and continually seeks to respond in the best

possible way to the call it has received to serve others.

2015 marks the 20th anniversary of Qualfon. This milestone gives us

the opportunity to both reflect on our past and look forward to our

future. While celebrating, we sincerely thank all of our clients and

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.

Whether by creating and sustaining meaningful jobs, helping everyone

discover and live their vocation to the fullest, or providing each

individual with equal access to new opportunities, Qualfon will be

working hard and facing new challenges.

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

stories about real people whose lives we’ve touched, and the tangible

impact we’ve made.

Yours sincerely,

Mike MarrowCEO

Alfonso Gonzalez Chairman

Living the Mission 2014

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Donald Ramotar, President of Guyana, Mike Marrow, CEO of Qualfon, and Mark Boyer, Site Director of Qualfon Guyana.+

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.

In Memory


Answeringthe 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.

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Our MissionQualfon’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.”

Our Valuesand Code of Ethics Our Company ValuesThe 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 decision-

making 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/str�d/ - to walk with long decisive steps. To pass over any obstruction.

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A Brief Historyof QualfonQualfon 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.

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.

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.

In March of 2013, Qualfon acquired Data Control Group (DCG), now called

Qualfon Data Services Group (DSG). This company specializes in back-

office processing. Qualfon’s acquision of DCG not only enhanced Qualfon’s

services dealing directly with customers, but also expanded its locations to

include the United States and China.

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.

Today, we have almost 12,000 employees serving our international

clientele. We have operations located in China, Guyana, Mexico, Philippines

and United States.

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.

The 1998 Qualfon team that provided ISP support to our first ‘Fortune 500’ client.Mexico City Site in 1999.


1995 2002 20052003 2004 2006 2010 2013 2014

Mexico City, MexicoJune, 1995

Monterrey, MexicoNovember, 2002

Cebu, PhilippinesMay, 2006

DCG Acquisition, United StatesMarch, 2013

Harlingen, TexasNovember, 2013

Guyana, South AmericaNovember, 2005

Costa Rica,Central America, 2003

Argentina,South America, 2004

Dumaguete, PhilippinesMay, 2010

Center Partners Integration,United States, May, 2014

Manila, PhilippinesDecember, 2014

Timeline of Expansion

Mexico City Georgetown, Guyana (Site 1) Cebu, Philippines Dumaguete, Philippines (Site 2) Coeur d’Alene, Idaho Harlingen, Texas

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Qualfon’s Strategic Global Footprint

Serving International MarketsNorth AmerciaLatin AmericaAsia

North AmericaCoeur d’Alene, IdahoFort Collins, ColoradoHarlingen, TexasHayden, IdahoIdaho Falls, IdahoLiberty Lake, WashingtonShelbyville, KentuckyLatin America &

CaribbeanGeorgetown, GuyanaMexico City, Mexico

Southeast AsiaCebu, PhilippinesDumaguete, PhilippinesManila, Philippines

ChinaHarbinXi’an

A Full-Service & Experienced BPO

Founded: 1995

Employees: ~11,000

Experienced BPO Leadership

Full, end-to-end lifecycle

services for 75% of our client

business

PCI Level I certified

SSAE16 audited

ISO 27001 compliant

Robust Infrastructure

Global Delivery CentersUnited States (7)

Mexico

Guyana (3)

Philippines (4)

China (2)

A Financial Strong Company Privately held

Strong balance sheet

Debt free

Revenue run rate of +$200M

Positioned to invest

Vertical DiversityPre Paid Wireless

Post Paid Wireless

Cable / Broadband

eCommerce / Retail

Financial

Automotive

Tech

Insurance

Service OfferingsSales

Care

Back Office

Tech Support

55%

2%5%0%

4%

16%

8%

10%

61%

27%

5%7%

a Glance Qualfon at

www.qualfon.com16

Why Companies are Choosing Qualfon Investing in Our TechnologyIndustry-Best Employee Retention Rates Improve Customer

Experience and Quality

Extensive Domain Knowledge in Lifecycle Care and Sales

Philippines

Innovative “Bring the Call Center to the Neighborhood”

model in Manila

Second-largest provider in Cebu (4% attrition monthly)

Significant Provincial Play with 3,000 employees in Dumaguete

Near Shore

Georgetown, Guyana – Only Native English in South America

Largest private employer in country with ~2,000 employees (3

locations with 5,000 seats by 2016)

Mexico City, Mexico – Ideal for LATAM Hub or U.S. Bilingual

Support

United States: Seven locations – Four in the Spokane Valley Corridor

/ Bilingual in SW Texas

Experts in People Development and Agent Retention

Intelligent Global Locations

Industrial-Grade Technology and

Facilities

High Quality Services and Aggressive

Pricing

Actionable and Continual Six Sigma-based

Practices

Infrastructure

Security & Compliance

Applications

An MPLS network with SIP technology

offering world-class:

Resiliency

Reliability

Redundancy

Quality of service

Security

Scalability

Cost efficiency

PCI Level 1 certified

SSAE 16 certified

Physical security

Biometric scanners

Security cameras

No paper, pens, cell phones, or

other electronic or storage

Avaya platforms for email, chat, and

social media

Enhanced IVR with speech recognition

Verint quality monitoring suite

Workforce optimization applications


Expansion of three QUSA clients into new geographical

locations – to Guyana and to Harlingen.

Launch of uncapped compensation (piece rate compensation)

for back office in Dumaguete and Mexico City.

Attrition reduction to lower than 6% in QUSA in December.

Break into the cable industry with two top companies wins.

Mexico City moves employees from an outsourcer to Qualfon.

Succesfull implementation of the USA Affordable Care Act

(ACA) strategy.

Philippines award and recognition (DOLE) for legal labor

compliance both Cebu and Dumaguete.

Frost & Sullivan and Near Shores America Support for Guyana.

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.

Vibrantly Growing BPOResults: Business

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We Serve 38 Top Brands9 New Brands were added in 2014


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.

Expansion

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“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.


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

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.

“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 high-caliber workforce,”-Mike Marrow, CEO, Qualfon

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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.

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.

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

july, 2014

October, 2014

Grand Opening Spring 2015

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Mission IndexQualfon Created a Mission Index to Measure its Ability to Make People’s Lives Better

Qualfon’s “Mission Index” puts in place metrics that measure

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

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.

Job Creation

More Opportunities Your Opinion

Keeping you at Qualfon

New Agent Jobs54

Average participation hours per employee

You Matter With Mike byweekly survey

(Scale 1 to 4)

2.5 2.93

4.94%

Note: USA Voluntary Attrition was not included in the global annual average in 2014.


SummitLeadershipGuyana 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.

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Awards

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.

CustomerContact 2014

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

High-Value Customers, addressed how

companies have created a customer-

centric organization that thrives on the

unique nature of customers and delivers a

personalized experience without breaking

the bank.

“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.

and Achievements


The Power ofRetention

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.”

FutureSourceSummit

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

a special tour of its contact center right

before the event. Brian Kearney, Qualfon’s

Vice President of Marketing explained:

“Companies are looking for ways to support

their growth in Latin American countries,

and Mexico City’s vast population creates

a scalable outsourcing location to serve

that need. Mexico has always been great

for serving Spanish speaking customers in

the United States, but now more than ever

– with its high availability of bilingual talent

– Mexico City is a premium global location

for service in English. Additionally, Mexico

provides a strong cultural affinity to the

U.S., which leads to high-quality customer

experiences.”

The M&A Atlas Award

Qualfon’s acquisition of Center Parnters

was recognized by the Global M&A Network

as the 2014 small-market deal of the year.

Headwaters MB, the company that advised

Qualfon regarding its acquisition of Center

Partners was named the winner of the

Americas’ M&A Atlas “Deal of the Year” award

in the small market category, in honor of

Qualfon’s acquisition of Center Partners

from Kantar, a subsidiary of the WPP Group.

Our Chief Financial Officer, Marco Villarreal,

led the acquisition process.

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A People-DrivenMission Making a Positive Impact in their Lives

Work + Life

Work + Life

High Employee Net Promoter Score + High

RetentionHigh

Performance

Work Compensation

Career Path

Training

Culture

Manager

Work Place

LifeFamily

Friends

Spirituality

Health & Well-Being

Community

Metric

Nesting Competency Score

Employees Benefitting from

Milk Subsidies

(Guyana and Philippines)

Free Medical Clinic Visits

(Guyana and Philippines)

Chaplaincy Assistance

Volunteer Hours

Annually

95%

1,553

70,000

24.3%

26,366

Output

Employee Net Promoter Score

Retention

Monthly

68%

95-97%


Mission Programs Model

MIND

BODY SPIRIT

1. EMPLOYEES

3. COMMUNITY

2. FAMILIES

Promotes an environmentwhere people are encouragedand have the opportunity toshare in the company's mission,and understand the organization'svalues, 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.

Transforms Qualfon into an environment full of opportunities to share common hobbies and interests, learn andhave fun.

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.

“Qualfon is a company that exists to transcend. To transcend

means to leave a positive mark on the lives of people. We are a

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.

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Communication @ Work!

Entrusting the Mission & Consecration Renewal

Birthday & Anniversary Greeting Card

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.

STRIDES Newsle�er (Monthly)

Videos of stories and testimonies

Positive Words Powerful Results (Every Friday)

Qualfon Welcome Kit

You Ma�er with Mike (biweekly survey)

Qualfon Code of Ethics

“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.

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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.

...Participants find this certification program insightful,

engaging and a lot of fun!

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Book presentation ceremony from Madrid, Spain, November 28, 2014

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.

Professor Alfonso Lopez Quintas

Experience teaches us that values are not learned, but discovered.

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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.

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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.


Each day, an average of 23 employees were trained in Cebu, Dumaguete, Guyana, USA, and Mexico.

“As you breathe in, cherish yourself. As you breathe out, cherish all beings.”

-Dalai Lama.

Positive DifferenceQualfon 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.

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Visiting a local family, Guyana.

Prevention Campaign, Cebu.

Milk Subsidy, Dumaguete.

Care @ workSupport 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

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.

Visiting a local family, Guyana.

Prevention Campaign, Cebu.

Milk Subsidy, Dumaguete.


Qualfon DayCare, Mexico.

Prevention Campaigns, All Sites

Nutritional Talk

QUALFON 2014 ANNUAL REPORT 47

Qualfon DayCare, Mexico.

Prevention Campaigns, All Sites

Nutritional Talk

We supported more than 1500 employees

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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.

Medical Team, Dumaguete. Clinic Management, Cebu.


Chaplain making rounds, offering brief moments of encouragement in Dumaguete.

Chaplain during a care session in Guyana.

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.

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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

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.

Qualfon employees during a workshop, Mexico.

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.

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Chaplaincy Program, North Idaho Sites.

Chaplain conducting a workshop on servant leadership.

Talk given by the Bishop of Dumaguete, titled “Servant Leadership”

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.

Religious leaders during the blessing of the

interfaith chapel at Qualfon.

Local Parish Priest visiting Mexico City Site.

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Guyana’s religious leaders at Qualfon after an interfaith worship service.

A picture taken with the Bishop of Dumaguete after he gave a talk on servant leadership to Qualfon’s managers and supervisors.

Celebration of Mass, Dumaguete.

An image of Our Lady of Guadalupe visited parishes in Dumaguete (St. Catherine of Alexandria Cathedral, Dumaguete).


Chaplains serving employees’ families 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 people in Tacloban City.

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“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 ExpertiseWhether 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.

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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.

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.

In partnership with Habitat for Humanity, Qualfon volunteers from Dumaguete participated in building a house.

Qualfon helped build classrooms for catechism classes in Cuatro Cienegas, Coah., Mexico.


Tacloban Project , Cebu

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

2014, and was completed in September 2014 with the help of the Qualfon

team in the Philippines. This team dedicated themselves completely to

the different phases of the project (described below) in order to obtain the

needed results.

We can now confirm that the project was brought to completion and was

very successful. The most notable results include the following:

1st Phase: Relief Provisions2nd Phase: Financial Aid3rd Phase: Livelihood 4th Phase: Spiritual Support5th Phase: Rebuilding and Rehabilitation of homes and structures

Three houses were rebuilt and fifteen houses were repaired.

Qualfon provided sources of livelihood to 5 families.

Qualfon allocated funds to those in greatest need.

Qualfon sponsored two three-day mission trips to Tacloban with

the blessing of the Archbishop Rev. John F. Du.

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.

The Yolanda Typhoon

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Before After


2) CoursesCebu Gualandi Association of the Deaf, Inc. (CEGAD) is

an independent non-profit organization whose aim is to

advocate for the deaf community, deaf sensitivity and deaf

culture. The goal is to bridge the gap between the hearing

and the deaf, allowing them to work together. CEGAD

acknowledges Qualfon’s effort in helping them provide their

people with exposure and finding opportunities to advocate

for the deaf community. Part of this effort is learning the

Basic Filipino Sign Language.

In collaboration with the TUK Foundation, Qualfon

conducted a workshop to increase awareness about

disabilities, and how disabilities can affect an individual’s

employment, health, education and family life. It also

addressed causes of disabilities and risks related to

disabilities. Some of Qualfon’s employees participated in

and learned from the workshop.

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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.

Department of Environment & Natural Resources, near Cebu, Philippines


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

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.

A new perspective !

The Training Department

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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.


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.

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Qualfon, in partnership with the TUK Foundation, invited 11 sick children

from the Pediatrics National Institute to a special gathering.

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.


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.

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Qualfon has adopted Fresh Start, a local shelter in Hayden,

Idaho in the USA. Each month, we support them in a

myriad of ways such as having food and clothing drives

and collecting hygiene products. Volunteers from all of our

sites cook breakfast at Fresh Start. We greatly appreciate the

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.

Qualfon’s Mission Index & Training Coordinator, Pamela

Hernandez, volunteered to conduct a training session

about database management and how to create emails

with elements of institutional branding for the Hospital

Association de Obras Sociales Santo Hermano Pedro.


Partnerships with NGOs in Guyana...

Qualfon has established partnerships with four non-governmental

organizations (NGOs), aimed at supporting Qualfon in its efforts to

carry out its mission of helping local communities. These relationships

will help our volunteers improve their own lives, as well as the lives of

people around them.

Multiple organizations received donations in kind or other benefits

from these partnerships, including the Guyana Red Cross Society,

represented by Anna Lisa Fraser and Dorothy Fraser, Habitat for

Humanity represented by Rawle Small and Clifton Ridley, St. John

Bosco’s Boys Orphanage represented by Ms. Grace Daniel, and

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.

and in Cebu.

The ceremonial contract signing was held last March 18, 2014 at Quest

Hotel Cebu and was attended by our partner institutions namely;

University of San Jose – Recoletos, Philippine Red Cross Cebu, Kusina

Plus Panaderia ni Sta. Marta, Philippine Business for Social Progress &

Gualandi Volunteer Service Program.

The purpose of the event was to solidify the partnership we have

amongst the different institutions. It was a solemn and meaningful

event for Qualfon, because it has opened so many doors for our

employees, on the aspects of corporate social responsibility and to

terms of education.

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“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 engagementEmployee 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.

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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.

“It was a dream turned into reality,” said Razel Oliveros-Aldave, Operations Supervisor at Qualfon Cebu, who both wrote and sang in the grand-prize-winning 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: Qualfon Ambassadors – Guyana

2nd Place: Making People’s Lives Beºer – Dumaguete

1st Place: The Dreamer- Cebu

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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.

anniversaryhappy

THANK YOU!

Hayden/ Liberty Lake

QUALFON 2014 LIVING THE MISSION 75Mexico

Qualfon DSG

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Monterrey

Guyana


Cebu

Dumaguete


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.

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Go live: Fun@Work

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Yoga Club

Dynamic Dance Crew

Shoho Q Basketball Club

Eagles Volleyball Club


EGamers Club

Glee Club

Film Crew

Runner’s Club

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Swimming Club

Photography Club

Tennis Club


The Glee Club

Football Club

Photography Club

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Outdoor Sports - Hiking

Magic The Gathering

Cooking Club

Love Rocks Club


Cricket Club

Chorus Club

Football Club

Zumba Club

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Fun Activities

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.

Qualfon implements fun clubs and activities. Activity Coordinators help roll out the fun!

Family Christmas Carnival 2014, Dumaguete


2 in 1 concert

Qualfon’s Got Talent

Christmas Lighting

Family Day

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Family Day

Crazy Sock Day

PJS

Wildcats


Christmas Carnival

Spanish Class

Qualfon Benefit Concert

STRIDES Week

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Breast Cancer Awareness

Peach Festival

Car Wash

Thanskgiving


Corporate Games

Football Tournament

Team Color Day

Family Day

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Local Shelter

Cash Cube

Breast Cancer Ribbons Craft Project

Mad Ha�er Tea Party

/


Halloween Contest

Theme Days

Piñata Day

Theme Days

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Breast Cancer Awarness

Agent Appreciation Day

Blood Drive

& CDA


The Ice Bucket Challenge, Post Falls

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, Fort Collins

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As a MentorI will... As a ManagerI will... As a MessengerI will...

LeadershipMission Qualfon pledges to continue living its mission as it opens a new chapter in its history: a chapter dedicated to becoming MISSION LEADERS.


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.

Marco Villarreal, Chief Financial Officer; John Yañez, 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.

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Living the Mission Year Book 2014

Documents

Transcript of Living the Mission Year Book 2014