Frost & Sullivan commend Qualfon’s neighborhood approach

The “contact center in the neighborhood” approach employed by business process outsourcing (BPO) firm Qualfon has become the subject of a Frost & Sullivan white paper. The paper explores how Qualfon’s strategy cultivates employee engagement, driving competitive advantage through lower attrition and absenteeism. In its white paper titled “An Emerging Model in BPO: The Contact Center in the Neighborhood”, Frost & Sullivan said Qualfon’s innovative strategy in Manila is making employee’s lives and business better. Stephen Loynd, a BPO industry analyst and Global Program Director at Frost & Sullivan, said the approach is an interesting concept for urban areas because it improves agent satisfaction, retention, and engagement.