Telecommunications Outsourcing Offerings

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 companies. With over 50 different clients and supporting programs of all scopes and sizes, First Call Resolution 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 solutions 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.

Delivering low cost, high quality best of breed call center technology and superior management methodologies, First Call Resolution 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 Resolution is positioning itself to be a leader in highly effective, extremely flexible, low cost contact center solutions.

OUR VALUE ADD

In these competitive times in the telecommunications industry, First Call Resolution understands that the goal of most telecommunications companies is to efficiently and effectively fulfill the requests of their customers at a minimum cost while maintaining the highest possible levels of service quality. At the same time, the focus should be on increasing opportunities for sales of additional products and services such as local, LD, wireless, dial-up, DSL, ISDN, Cable internet and broadband solutions.  First Call Resolution can provide these capabilities and more. We also maintain the expertise to handle support across all products lines at most telecommunications carriers as well as to 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 Resolution recognizes that a true outsourcing partnership strategy should include the following objectives:

• To build a flexible and scalable call center solutions that are able to support all products lines provided by telecommunications companies, such as local and LD service, wireless, WiFi, WiMAX, dial-up, DSL, ISDN and broadband internet connectivity.
• To create targeted programs that focus on increasing the average revenue per customer.
• To up-sell and cross-sell all product lines for telecom companies.
• To effectively handle service and support at low cost while reducing customer churn over time.
• To forge a proactive and innovative business partnership with First Call Resolution, thus taking advantage of our capability to support additional product lines.
• To build a truce partnership in which First Call Resolution can help your organization by piloting new support programs over time.
• To build flexible contracts that allow for your organization to maintain a comfort level working with your team.
• To provide 24 x 7 x 365 inbound and outbound solutions
• To provide all channels of support, including email, fax, web chat, instant messaging, IVR and speech to text support.

THE FIRST CALL RESOLUTION SUPPORT ADVANTAGE

• Understanding of business and consumer customers – First Call Resolution has expertise handling service calls for a wide range of business as well as consumer customer base.
• Improved Service Level Metrics – First Call Resolution builds solutions that increase service quality for LECs, ILECs and CLECs by focusing on improving upon existing customer service levels.
• Improved Call Center Metrics – First Call Resolution builds low cost call center solutions that allow our clients to achieve best in class service results in the telecommunications industry.
• Better Business / Cost Alignment – First Call Resolution aligns customer care and collections costs with the value and quality of the services being offered to provide a solution that best fits our clients’ desired results.
• Bad Debt Reduction – First Call Resolution builds programs that identify causes of bad debt and also can help achieve significant bad debt reduction.
• Improved Collections of Fees – First Call Resolution provides a more aggressive, cost effective and creative collection process for late fees
• Reduced Customer Churn – First Call Resolution builds solutions that directly reduce customer churn, while at the same time allowing our clients to pursue the most targeted customer base.
• Increased Revenue Opportunities – First Call Resolution creates customized sales, up-selling and cross-selling programs as stand alone or separate applications to increase Average Revenue per User (ARPU).
• Reduction in Customer Service Costs – First Call Resolution partners with our clients to create call center programs that can significantly reduce customer service costs by utilizing less expensive labor in domestic, off shore and near shore centers.
• Minimization / Elimination of Fraud – First Call Resolution builds customized programs that help target, reduce and eventually eliminate fraud.

First Call Resolution is a leader in providing high quality technical support, customer service and sales support for business as well as consumer customers. We have developed industry leading technology, such as CRM toolsets, screen scraping, digital call monitoring / recording, customized reporting, as well as state of the art CTI, dialing and switching technologies.  We additionally employ top of the line managers with a wealth of experience in the call center arena to ensure your program has the highest possible chance of continued success.  This commitment to excellence shows itself in everything we do.

In addition to the above, our best practice drivers are simple: attention to detail, state of the art technology, commitment to senior management participation, engaged employees, community partnering, passion for quality, project creativity, significant technology experience, continuous improvement, flexibility and scalability, and our abilities at measuring everything.  First Call will always strive for excellence in supporting your customer base, and we always work to find better, more efficient, and more cost effective methodologies to support your customers.