Nearshore Americas

Qualfon Guyana to Build BPO Facility in New York

Caribbean outsourcing giant Qualfon Guyana has unveiled its plans to build a new contact center and back-office processing facility in Hancock, New York, promising to create more than 400 jobs. The new delivery center will be operated by Qualfon Data Services Group (DSG), formerly known as Data Control Group before it was acquired by Qualfon.

“Upstate New York offers a skilled workforce with a population of 200,000 in a 25-mile radius. Plus, the high demand for contact center and back-office processing positions in the area has been a key factor in driving our investment in Hancock,” said Pete Lutz, senior vice president of DSG.

The BPO facility will be installed in the dormant portion of the Becton-Dickinson plant, 52-acre property at the confluence of the east and west branches of the Delaware River. Following the renovation, the BPO provider will move its current employees and back-office operations in nearby Deposit, New York to the new location.

The new delivery center will initially will have 35,000 square feet of space for operation will gradually be extended to  50,000 square feet. Qualfon stated that the Chenango-Delaware-Otsego Workforce Investment Board (CDO) had agreed to help it identify, recruit and train employees.

In the United States, the BPO provider offers customer care services via phone, chat, email, and social media. The BPO firm says it wants to hire local residents with a high school diploma, or equivalent degree, after providing them with training.

Besides Guyana and the United States, Qualfon operates BPO delivery centers in Mexico, China, the Philippines and Costa Rica.

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The Nearshore Executive Alliance recently recognized Qualfon for its employee-focused corporate social responsibility program. Qualfon was the runner-up for the Foundations’ award.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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