Guyana emerging as global leader in call centre industry – Qualfon CEO

‘Qualfon’, a leading business process outsourcing (BPO) and call centre service provider, participated in The Washington Diplomat’s report on the call centre industry in the South American country of Guyana.
Qualfon Chief Executive Officer Mike Marrow was interviewed for its article titled “Guyana emerges as a leader in global call centre industry”.
In the article, Marrow explained many key factors that make Georgetown, Guyana an ideal call centre location.
“Their native language is English, not Spanish, and like the Filipinos, the Guyanese have a very strong affinity to the United States,” said Marrow. He provided other benefits as well; including that Guyana is close to the United States and is only about a five-hour direct flight from New York’s JFK Airport.

The capital of Guyana, Georgetown, offers scalability for the call centre industry, where call centre jobs are in high demand. Marrow said, “They earn what an accountant with a few years’ experience or mid-level manager would make.”
Cost structure is another major benefit of Guyana. Marrow indicated that when factoring in all operating costs, Guyana is still about 10 per cent cheaper than the Philippines and 30 per cent cheaper than Costa Rica. Qualfon has been providing call centre services in Georgetown since 2007, and it has been a great location for the company and its clients. It is the largest private employer in Guyana with 1700 employees, and Qualfon is about to launch a new 800-seat, state-of-the-art centre this summer. In addition, Qualfon plans to build a call centre campus in 2014 with employee amenities and capacity for 5000 agents. Qualfon views Georgetown, Guyana as the next great frontier of the call centre industry.
The Washington Diplomat dedicated an entire issue to covering Guyana, in which it profiles the country, its current trends, and provides an insight to many of its developing industries.
Qualfon has a strong track record of customer service and back-office processing growth with experienced BPO leadership. The company has been servicing clients since its founding in 1996 and, today, it has about 8500 employees servicing an international base of clients.
Qualfon operates in the Philippines, Guyana, Mexico, Costa Rica, the United States, and China. Its mission is “Making people’s lives better”. The Qualfon approach is simple: It invests in the well-being of the people who, in return, are taking better care of customers, clients, and communities.
The company’s tenure is twice the industry average, which enables it to offer highly tenured and highly engaged people and thus able to provide a better customer experience. In addition, its lower turnover and strategic locations enable it to provide services at a lower cost.