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StoreNews : Qualfon Trainer Certification Goes Virtual, Enhancing Efficiency and Collaboration
#contactcenterworld, @qualfoncorp
Georgetown, Guyana; Manila, Philippines; and Mexico City, Mexico, March, 2017 -- Virtual Train sliderQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is now using a virtual platform to deliver its Training Certification program, reducing costs and allowing attendees to better collaborate and network across multiple locations.
"Teaching is a skill that is extremely important at Qualfon. Whether it’s our new-hire trainers onboarding new employees or our Qualfon University trainers providing leadership courses, this helps us deliver superior service to our clients and customers," explained Jeremy Lunnen, Leadership Development Programs Manager, Qualfon.
"Now we can conduct the training for several locations at one time and give our trainers another opportunity to interact," said Kathy Flowers, Global Director of Learning and Development, Qualfon. "Combining these groups creates a better experience for trainers and ultimately for their students too."
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"While most programs focus on the trainer, we concentrate on the adult learner and how they learn," added Flowers. "We want to get people involved in their learning, and we want them to feel they can fail in a safe environment which is where learning happens. Throughout the week, trainers develop their skills to create this unique atmosphere."
Training and learning doesn’t stop there. Collaboration across different Qualfon locations widens the trainers’ perspective and exposure, seeing and hearing examples from a variety of other trainers and client programs. Back on the job, managers also evaluate trainers based on the lessons they learned in the virtual classroom.
"In the end, virtual training is helping Qualfon become the best BPO because our trainers learn so much more," said Flowers.
The 2017 virtual program kicked off in the Philippines and Mexico, and additional courses will be held for trainers across other countries. Qualfon has 70 certified trainers to date and expects many more by the end of the year.
#contactcenterworld, @qualfoncorp
Posted by Veronica Silva Cusi, news correspondent
Source: Qualfon
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About Qualfon:
Qualfon is a mission-driven BPO company, a global provider of contact center services and back-office processing, and a story of a united family. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have over 16,500 employees serving international brands across many industries, and our 28 strategic outsourcing locations span the United States, the Philippines, Guyana, Costa Rica, and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price. We "Think Big, Remember Small", and drive the difference between "what you have the right to do", and "the right thing to do".
Published: Monday, March 6, 2017
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