Benefits of Outsourcing with First Call Resolution

As the true leader in the boutique call center and business process outsourcing arena and a believer in building successful partnerships with our clients, First Call Resolution believes there are numerous advantages to entering into an outsourced call center partnership with our team. We strongly believe we can save your company time and money, while freeing up internal resources to focus on more mission critical applications and programs.

At First Call, we provide a full range of outsourcing call center solutions to businesses, government, and industry leaders, both large and small. First Call provides efficient, economical solutions to enhance your customer’s experience and assure repeat sales and continual customer growth. Uniquely positioned to meet your small program, pilot program, short term need and ongoing high volume live agent support need, we offer an extremely cost-effective alternative to ordinary outsourcers. First Call specializes in building the right solution for your team, and we will not rest until we have customized an outsourcing model that provides the cost savings and benefits your team requires. The following is an example of the myriad of ways First Call can help your team:


FIRST CALL RESOLUTION BENEFITS
First Call can provide a flexible and cost effective alternative to internal expansion by leveraging our years of expertise, lower prices, technical partnerships and existing infrastructure to provide a lower cost, more flexible and more effective call center solution for your sales and customer care team.

First Call – Outsourcing Benefits

1. A relationship with First Call provides for immediate implementation of custom requirements without infrastructure investments
2. First Call’s shared agent pool can be used for unexpected call spikes and small program launches
3. First Call’s focus on improving the customer service experience and expertise will increase user satisfaction levels
4. First Call can increase agent utilization, thus allowing us to handle the same work with less agents
5. First Call utilizes a lower cost yet higher quality labor pool in our Roseburg, OR contact center
6. Our clients can take advantage of the latest technologies which First Call can extend to you:
• Skills based routing
• CRM customization
• Digital call recording, storage and monitoring
• Screen scraping
• Web based reporting
• Preview and predictive dialing
• Web chat and instant messaging
• IVR / VRU customization
• VOIP call routing
7. First Call can build flexible, scalable contracts that fit your financial requirements
8. First Call allows your team’s focus to remain your core business, not call centers and infrastructure
9. First Call will create an environment of no down time during agent training
10. First Call excels at finding new ways to increase revenues and decrease service volumes over time – sales is our middle name
11. First Call will provide your team with a tried and true management team with experience across not only your industries, but other industries as well in order to provide you insight into effective solutions being used in other arenas

COST SAVINGS

1. Agent costs
• Rural sites result in dramatic cost reduction and substantial increase in closed sales and service quality
• First Call will gain efficiencies over time by increasing agent utilization, this reducing your costs by requiring less agents to do the same amount of work
2. Management
• First Call can reduce your management costs internally by using our call center management teams.
3. Facilities / Lease
• Using our sites can allow for greater reduction in facilities’ costs to our clients by reducing the number of facilities you are required to manage.
4. Infrastructure
• Our clients take advantage of our technical infrastructure rather than make unnecessary investments in their Telecom, IT and systems: (CRM systems, knowledge bases, databases, dialers, reporting tools, monitoring tools, call routing technology, switching platforms, etc.)
5. Resource Allocation
• First Call allows our client to focus their time, energy and money towards growing their business, not simply maintaining a call center that is not part of their core competency.
6. Experience and Efficiencies
• Our business is the call center business; we are experts in finding ways to increasingly lower your service costs through internal efficiencies and more effective agent utilization.
• We will help provide additional savings by reducing your spend on additional call center infrastructure systems and tools.
7. Speed to Market
• First Call does not experience the red tape that most companies struggle with. Whether you are talking about reporting customizations, modifications to scripts, hiring additional agents, or customizing our CRM tools, our speed to market will surprise you.
8. Redundancy / Risk Reduction
• Allows our clients to utilize First Call’s centers for redundancy in case of emergencies
• Allows a secondary presence to be created for potential overflow calls during unexpected volume spikes