Qualfon Acquires Fourth Call Center Firm in the United States

The firm's latest acquisition comes barely a month after Qualfon purchased InterMedia, which has three locations and hundreds of employees across Pennsylvania and South Carolina.

Nearshore Americas Managing Director Kirk Laughlin visits Qualfon's call center in Guayana.

Global BPO provider Qualfon has acquired yet another U.S. call center firm, setting itself up against the giant industry operators in North America. This time Qualfon has gobbled up Culture.Service.Growth (CSG), a voice-based BPO provider based in San Antonio, Texas.

This is Qualfon’s fourth acquisition in the United States in the past three years, and it comes barely a month after it purchased InterMedia, which has three locations and and hundreds of employees across Pennsylvania and South Carolina.

CSG has 700 employees that offer customer service, sales, and back-office solutions to insurance, logistics, and retail clients.

Adding more verticals was the primary reason for acquiring CSG, Qualfon stated in a press release. Moreover, Qualfon said CSG will bolster its “competency” in providing BPO services to clients in property and casualty insurance, transportation and logistics, and retail.

“When we heard about CSG’s project to support a nonprofit entity serving people experiencing homelessness by setting up a contact center there so they could more easily access jobs, we knew this was our kind of company,” said Qualfon CEO Mike Marrow.

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Founded in 1995, Qualfon is one of the fastest-growing outsourcing firms in the U.S. nearshore. With more than 12,500 employees, Qualfon has delivery centers in the Philippines, Guyana, and Mexico, in addition to the United States.

Qualfon began its acquisition spree in 2013 with the purchase of Data Control Group. A year later, it acquired Center Partners and took on approximately 2,500 employees at six centers in Idaho, Washington, and Colorado. In addition to the call centers that came with these acquisitions, Qualfon set up two call centers on its own in New York and Texas.

Well known for social service as well, Qualfon has built one of the world’s biggest call center facilities in Guyana with seats for more than 6,000 employees.

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