Doing It Right


BY JON SHADEL

First Call Resolution targets employee well-being and client satisfaction.

Share this article!

0914 funded FCR22

First Call Resolution targets employee well-being and client satisfaction.

BY JON SHADEL

It’s probably safe to say that the outsourcing industry doesn’t have the best reputation,” says Matthew Achak, president and co-founder of First Call Resolution (FCR), a boutique outsource provider of call center and business process solutions. “However, we believe that there exists an opportunity in this industry right now to do incredible work,” Achak continues, emphasizing the company’s commitment to fostering a culture that values employees and offering a personalized experience for clients.

FCR is one of Oregon’s fastest growing companies with more than 1,000 employees in five contact centers across the state; its newest offices recently opened in Eugene. Achak credits this exponential growth to the company’s investment in its workforce. “Our product is not unique,” Achak explains. “It’s our culture, philosophies, and corporate values that sets FCR apart.“

FCR’s commitment to employee wellbeing is surprising in its industry. “We’re building careers out of what is often a transient-type job,” says John Stadter, CEO and cofounder, explaining how their values have guided the company since it was founded in 2005. Employees enjoy a profit-sharing program and a full benefits package including health, dental and vision care — a level of benefits unheard of among contact centers.

0914 funded FCR---unicorn1“Our philosophy is to create a fun and highly motivated working environment,” says Stadter. He says activities like March Madness and Unicorn Day — employees come to work dressed as unicorns — demonstrate FCR’s quirky, homegrown culture. Employees are referred to as “colleagues” and management as “leadership,” creating a sense of community among co-workers. These are just a few of the reasons for the company’s low turnover rate compared to other providers. Some employees have even been with FCR since it was founded nine years ago.

Beyond the employee experience, Stadter emphasizes how FCR is rethinking the outsourcing experience. “From a client perspective, what we do is different,” he says. “We don’t try to manage the client through separation, which is the industry standard.” Instead, FCR gives clients direct access to the contact center’s employees.

As many contact centers focus on driving down costs, FCR is forging ahead with a model focused on quality. “We’re not commoditizing our work; you can’t keep your values in place that way,” Achak explains. “Our goal is to be exceptional at what we do, each and every day.”

0914 funded FCR26“It’s a holistic approach to outsourcing,” continues Stadter. “We build an environment in which our colleagues can truly thrive and realize the greatness within them,” he says. “By doing so, our colleagues, clients and the company all win.”

Learn more about how FCR can provide solutions for your business here.