Wireless Call Center Solutions

WHO WE ARE

Headquartered in Roseburg, OR, First Call Resolution is a high quality provider of outsourced inbound and outbound contact center solutions to telecommunications, mobile, prepaid and wireless industries. With over 150 different clients and supporting programs of all scopes and sizes, First Call prides itself on our abilities to provide solutions that fit every size and shape. In addition, with 24 x 7 x 365 capabilities, we understand and can fill any hourly support requirement.

First Call Resolution provides a wide range of inbound and outbound support solution for wireless service providers that fit every size and cope. Our value proposition is our ability to provide targeted and unique, solutions-focused contact center programs that fit our clients’ needs and requirements, no matter how large or how small. We believe in building solutions that fit our clients’ needs as well as financial requirements.

Delivering low cost, high quality best of breed call center technology and superior management methodologies, First Call has stepped out of traditional call center paradigms to provide our clients a new and refreshing approach to servicing customers – by focusing on our clients’ bottom line and actual support needs. With innovative customized approaches to each application as well as an effective use of technology and managerial processes, First Call is positioning itself to be a leader in highly effective, extremely flexible, low cost contact center solutions. If you can think it, we can deliver it in the wireless industry.

OUR VALUE ADD

First Call understands that the goal of our most wireless carriers and service providers is to efficiently and effectively fulfill the requests of their customers at a minimum cost while maintaining highest levels of service quality, and at the same time increasing the opportunity for sales of targeted products and services according to their buying habits. First Call can provide our clients a better understanding of their end users’ buying and support habits, while at the same time more effectively sell products and services to this user base. First Call recognizes that a true outsourcing partnership strategy with our clients must include the following objectives:

• To build a flexible and scalable call center solution that allows for our clients to leverage First Call’ ability at piloting “out of the box” sales and service projects.
• To create targeted programs that focus on increasing ARPU as well as reduction of customer churn.
• To forge a proactive and innovative business partnership with First Call, thus taking advantage of our support of relevant projects in other industries.
• To develop a financial outsourcing strategy with the objective of helping our clients continue to reduce service costs without sacrificing quality to the end user.
• To build creative selling and cross-selling projects that positively impact our clients’ bottom line without sacrificing service quality.
• To create flexible inbound and outbound projects to continually better service our clients’ customers and set our clients’ service offering as the industry standard.

WHAT WE DO

The following are examples of outsourced inbound and outbound sales and support programs that First Call has built in the wireless arena. We are by no means limited to these solutions, however, many of clients have enjoyed very positive results when utilizing First Call’s call center solutions in the areas of services, sales and support:

• Inbound Programs
1. Basic customer care
2. Billing questions
3. Subscriber issues relative to plan changes
4. Customer cancellation inquiries
5. Retention programs
6. Adding / deleting promotions & features
7. Account updates
8. Lost / stolen phone resolutions
9. Promotion / plan clarification
10. Programming handsets / Equipment and features instructions
11. Activations
12. Voice mail resets
13. Respond to coverage concerns
14. Up selling of program offers or equipment
15. Wireless Number Portability
• Outbound Programs
1. Welcome call programs
2. 6-month Product Cross-Selling
3. Retention Programs / Customer Saves
4. Collections
5. Customer Re-acquisition Calling
6. Surveys
7. Follow-Up Calls
8. Telesales

We believe that First Call has developed best practice approaches of successful partnering that are in tandem with our clients’ core values. We consistently employ these best practices in the management of all services we perform. These best practices drivers are: attention to detail, site consistency, senior management participation, engaged employees, strength and integrity of management, passion for quality, project creativity, significant technology experience, continuous improvement, flexibility and scalability, and our abilities at measuring everything.