Mexico-based call center kicks off Cebu operation

A Mexico-based call center company, Qualfon International, has set up operations in Cebu, as part of its expansion in Asia.

The Cebu operation started this month, with initial 350-seat facility at the new Skyrise Building at Cebu Asia Town IT Park, Lahug.

"We are targeting to reach one thousand seats before the end of this year," said Alejandra Romero, the company's operations director.

The Cebu facility or the Cebuano call center agents of Qualfon Philippines will exclusively serve the seven million customers of its client TracFone Wireless Inc., a prepaid cellular company based in United States.

Qualfon Philippines in Cebu, was established to serve the TracFone Wireless Inc., in customer care, technical support, sales, among others.

"We decided to set up in Cebu, 'not in the Philippines' because of Cebu's strong infrastructure, and friendly business environment, with ample supply of high qualified workers," Romero said in an interview during the company's opening ceremony held recently.

Currently, Qualfon has started this month with 110 employees. It hires at least 60 applicants that are qualified for training every week.

Qualfon International, a Mexican Corporation, is a contact center with offices in America, including Mexico City, Monterey Mexico, Costa Rica, Argentina and Guyana, and is also starting operations in Asia and has chosen Cebu as its best destiny, Romero said.

"It has been a great experience to live and work with the Filipinos, the friendliest people in the world," said project manager Victor Garcia, who is responsible for the establishment of the Cebu facility.

TracFone Wireless Inc. vice president for customer experience Ron Garon said his company is confident that the Cebuano call center agents can excellently serve the growing seven million subscribers in the United States.

"Customers of any business deserve to have good customer service with a smile. The kind of service that makes one wants to come back and stay. And this is exactly what we want and expect for our TracFone customers. Good service builds customer loyalty. I fully expect that with this added dimension of diversification in the TracFone family, that Cebu and the Cebuano people will provide a level of service quality second to none in ths industry. And this wonderful level of service with a smile is what has brought us here in Cebu," Garon said.

TracFone Wireless is USA's leading prepaid wireless provider with over seven million current customers and growing quite rapid with expectations that will reach 10 million customers by the end of this year.

"We think that impeccable customer service requires an impeccable service oriented individual on the phone. We are convinced that we found these individuals in the Cebuanos, who are, and will be working with Qualfon Philippines to service Tracfone Wireless clients," said Abelardo Cruz, Qualfon business development director.