US BPO provider Qualfon has acquired American competitor Dialog Direct, gaining a foothold in Costa Rica and expanding US operations.
Highland Park, MI-based Dialog Direct has more than 3,500 employees with 10 locations in the United States and another in Costa Rica.
“Dialog Direct is a company nearly the size of Qualfon and is highly complementary to what we do today,” said Mike Marrow, CEO of Qualfon.
Dialog Direct provides lead generation, sales, and customer support services to more than 100 clients in the automotive, retail, financial services, healthcare, and consumer packaged goods industries.
“Dialog Direct brings an end-to-end marketing solution that engages customers throughout their entire lifecycle by combining channels for data analytics, digital and direct mail, contact center services, mailroom, print, fulfillment, and eStore,” Qualfon added.
Even after the deal is closed, Dialog Direct will continue to operate independently.
Over the past four years, Qualfon has purchased nearly half a dozen US BPO operators. The acquisition spree began in 2013 when it bought Data Control Group. A year later, it acquired Center Partners and took on approximately 2,500 employees at 6 centers in Idaho, Washington, and Colorado.
The latest acquisition is good news for their mutual clients, because they can now look to reduce their customer care and back-office costs by tapping into the BPO providers’ integrated marketing services and analytics technology.
“Our combined mission, footprint, and solutions will ensure we continue to deliver innovative solutions that deliver bottom line results for our clients,” said Doug Kearney, President and CEO of Dialog Direct.