Article by: Nathan Philip Munroe
In Guyana, the BPO (Business Process Outsourcing) industry has become a significant player in the country’s economy, employing a diverse workforce that includes both young and experienced workers.
Guyana’s journey into BPO services began with Qualfon, which is recognized as the first call center to establish such operations in the country. Qualfon officially launched in Guyana in 2006.
Over the years, it expanded its presence, establishing a successful branch at 146 Plantation Providence on the East Bank of Demerara, Georgetown.
What is the function of a call center?
Many people hold misconceptions about what a call center is, and what roles are involved within this sphere.
For starters, the call center industry is increasingly recognized as an environmentally friendly sector worldwide, as most agents operate without the use of paper for security purposes.
Employees “agents” are typically recruited from a broad age range, from recent high school graduates to more experienced individuals capable of handling customer interactions. Their daily responsibilities are largely governed by a “time is money” approach. Each agent is assigned a shift and is expected to be punctual. Once on duty, they are required to wear a headset and be prepared to handle calls promptly.
Throughout their shift, agents are entitled to two 15-minute breaks and a one-hour lunch, depending on the specific client’s requirements and company policies.
Qualfon, like many other call centers locally and globally, maintains a structured environment that reflects core values of professionalism and customer focus. The workspace usually consists of cubicles with individual desks for each agent, mirroring a typical office setting.
What are some of the key challenges faced in the call center industry, and how has Qualfon addressed them?
Qualfon has experienced significant changes since its inception. One of the primary challenges has been the intense competition, with many other call center agencies establishing operations in Guyana.
This competitive landscape has required us to continuously innovate and improve our services to stay ahead.
We also faced fluctuations in our workforce. At times, employees left to seek better salaries elsewhere, leading to a reduction in staff. Additionally, we encountered instances where we lost clients due to unmet demands or expectations.
In this industry, it’s common for multiple companies to hold contracts with the same client. Often, the provider that consistently outperforms the competition becomes the preferred partner and retains the contract.
Another ongoing challenge within the Guyanese call center industry is the largely young workforce, many of whom are recent graduates. While this brings vibrancy and potential, it has also posed issues such as punctuality and meeting client expectations.
Unfortunately, losing agents due to attendance issues or performance gaps has, at times, resulted in client attrition.
How has Qualfon responded?
Qualfon is still number one!
We have invested in comprehensive training programs to enhance agent performance and engagement. We’ve also implemented incentive schemes to motivate punctuality and excellence. Furthermore, strengthening our quality assurance processes has enabled us to better meet and exceed client expectations.
Through these strategic initiatives, we’ve been able to navigate challenges, retain clients, and foster a resilient and committed workforce.
Despite being one of the first call centers established in Guyana, Qualfon remains a strong and resilient leader in the industry, even as competitors like Itel and Teleperformance have recently closed their doors. It continues to thrive as one of the top BPO service providers in the country, maintaining a hybrid workplace that welcomes diverse talents.
If You Are Coming To Guyana
For those considering migration, Qualfon is an ideal employer, offering opportunities for English and bilingual speakers, along with additional support such as mentorship programs to foster growth and development.
The company boasts a vibrant, engaging environment with amenities like an entertainment room and monthly activities, which are often monetized to benefit employees, making it one of the most fun and exciting places to work. Committed to upholding its reputation as a pillar of strength and integrity within the BPO industry, Qualfon consistently delivers excellent customer service while supporting its staff.
Interested individuals can find out more by visiting their Facebook page, or visiting them ahead of when you get here, or even stopping by their location at 146 Plantation Providence, East Bank Demerara, Georgetown.
Author Bio: Nathan Philip Munroe – residing in Guyana, North East La penitence, Georgetown. An experienced poet, essayist, and content writer with 6 years of experience. I am currently working on my next Poetry book and first novel. I am very passionate about writing and reading. In my spare time, I enjoy a few main-stream anime and a good novel.
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