Living the Mission Year Book 2014

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

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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.

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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.

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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.”

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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

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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

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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

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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

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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.

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We Serve 38 Top Brands 9 New Brands were added in 2014

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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.

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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. 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.

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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.

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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

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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.

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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.

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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.

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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.”

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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

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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

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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

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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.

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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.

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...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

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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.

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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.

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

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“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.

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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.

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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

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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.

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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.

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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

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.

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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.

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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.

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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.

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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 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.

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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.

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.

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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.

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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.

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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.

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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.

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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.

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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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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.

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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,

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.

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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.

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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 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.

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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.

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“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

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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.

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Hayden/ Liberty Lake

Qualfon DSG

Mexico

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Monterrey

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Guyana

Cebu

Dumaguete QUALFON 2014 LIVING THE MISSION

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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 82

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Shoho Q Basketball Club

Eagles Volleyball Club

EGamers Club

Glee Club

Film Crew

Runner’s Club QUALFON 2014 LIVING THE MISSION

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Swimming Club

Photography Club 84

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Tennis Club

The Glee Club

Photography Club

Football Club QUALFON 2014 LIVING THE MISSION

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Outdoor Sports - Hiking

Magic The Gathering 86

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Cooking Club

Love Rocks Club

Cricket Club

Chorus Club

Football Club

Zumba Club QUALFON 2014 LIVING THE MISSION

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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.

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Family Christmas Carnival 2014, Dumaguete

2 in 1 concert

Qualfon’s Got Talent

Christmas Lighting

Family Day QUALFON 2014 LIVING THE MISSION

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Family Day

Crazy Sock Day 90

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PJS

Wildcats

Christmas Carnival

Spanish Class

Qualfon Benefit Concert

STRIDES Week QUALFON 2014 LIVING THE MISSION

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Breast Cancer Awareness

Peach Festival 92

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Car Wash

Thanskgiving

Corporate Games

Football Tournament

Team Color Day

Family Day QUALFON 2014 LIVING THE MISSION

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/

Local Shelter

Cash Cube 94

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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

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& CDA

Breast Cancer Awarness

Agent Appreciation Day 96

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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

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Mission

Leadership

As a Mentor

I will...

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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...

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As a Messenger

I will...

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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.

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