Headwaters advised Qualfon, a leading business process outsourcing (BPO) and call center service provider with 10,000 employees in five countries, on its acquisition of Center Partners, a contact center outsourcing company and wholly owned subsidiary of WPP, Inc. (LSE: WPP), a British multinational advertising and public relations company with 162,000 employees and $18 billion in revenue.
“Headwaters ran an exhaustive search for us and uncovered a variety of interesting operating assets,” said Marco Villarreal, Qualfon’s CFO. “Headwaters’ global network of relationships allowed us access to the senior leadership of WPP, a global communications powerhouse. Their deal savvy and market knowledge made this international transaction a reality.”
Bob Balaban, Managing Director at Headwaters MB, continued, “Qualfon has a rare and refreshing focus on the lives of their employees and their families. Through wellness initiatives in every local office worldwide and a culture of caring, Qualfon’s approach to serving their workers and path to operational excellence bodes well for their future with Center Partners.”
Philip W. Seefried, Founder & CEO of Headwaters, added, “Qualfon’s service mission has helped them achieve the highest rates of employee retention in the call center industry. Continuity in workforce has led to consistent profitability and a position of financial strength that will enable further growth.”
Founded in 1996, Qualfon serves an international base of clients from the Philippines, Guyana, Mexico, the United States, and China. Terms of the acquisition were not disclosed.
Qualfon has a strong track record of customer service and back-office processing growth with experienced business processing outsourcing (BPO) leadership. We have been serving our BPO clients since our founding in 1996, and today, we are 10,000 employees serving an international base of clients. Qualfon operates in the Philippines, Guyana, Mexico, the United States, and China. Our mission is “Be the Best BPO. Make People’s Lives Better.” Qualfon invests in the well-being of our people who, in return, are taking better care of customers, clients, and our communities. Our employee tenure is twice the industry average, which enables us to offer highly skilled and highly engaged people that provide a better customer experience. In addition, our lower employee attrition and strategic locations enable us to provide our services at a lower cost.
About Center Partners
Center Partners is a leading provider of high-value customer sales and support solutions for distinguished brands requiring superior consumer experience. Center Partners services multiple industries including retail, financial services, consumer products, media, and technology companies. The company has a 100% U.S.-based workforce with 2,500 employees.