Local Business News on the Southern Oregon Coast
Local Businesses on the Southern Oregon Coast Featured in the South Coast Shopper
BUSINESS OF THE WEEK:
First Call Resolution
By Annette Langenstein, Staff Writer 

 I spoke with Katheryn Carnahan, who is the Chief Operating Officer for First Call Resolution, a call center located at 161 Anderson Avenue in Coos Bay. Katheryn works out of the Eugene office, and has been with the company for five years. They had their first call center open in January of 2012.

First Call Resolution has 1,200 employees, with around 250 working full-time in Coos Bay. They work round the clock, seven days a week, but the majority of their employees work regular business hours.

I asked Katheryn what kind of company First Call Resolution is. “We do customer service support for companies who want a U.S.-based outsourcer,” said Katheryn. “Many of our clients are interesting start-up companies out of the Silicon Valley and the San Francisco area. They’re looking for high quality customer service support. We answer phone calls, provide social media  support and send emails. We have about 50 clients across our five call centers located in Veneta, Roseburg, and Grants Pass.”


First Call Resolution has 1,200 employees, with around 250 working full-time in Coos Bay.
When I asked Katheryn to describe the benefits that First Call Resolution offers its employees, she replied, “I think the most important thing about us is we have a great culture; we are a very fun place to work. We have interesting companies we work for.  Our mission is, when someone walks through the door, we like to say it’s the best part of their day. Our atmosphere is very positive, and there’s a sense of community, a sense of fun.  Most of our positions are full time and we offer medical and dental benefits, holiday time, vacation time, and we also have a profit-sharing program where we share the profits of the company with all of the employees.”

 So what’s the potential for advancement at First Call Resolution? “There’s really strong potential,” said Katheryn. “We’re one of the fastest growing privately-held companies in Oregon. Most of our recruiting for leadership and management positions is done from within, so there’s great potential for advancement.”

What does this company foresee for the future? “We continue to grow at a very healthy rate, so we will keep expanding by adding more call centers in Oregon. We’re committed to Oregon and also to smaller call centers versus mega-centers. We’ll just continue to grow and expand as business dictates,” Katheryn explained.

I asked Katheryn what she wanted Shopper readers to know about her company. “I think sometimes when people think about call centers they think of a highly-regimented, stressful environment,” she replied. “Our people tell us that this is the best job they’ve ever had. It’s fun and they feel their supervisors really care about them and their success. It’s an incredibly supportive environment.”

Katheryn continued, “We’ve just expanded our physical workplace by 10,000 square feet, so we’ll be hiring about 100 people over the next six months; this is a great time to apply! Give us a call at 541-229-8576 or visit our web page at www.1callres.com. In 2014 we were voted one of the top workplaces in Oregon and that was the third year in a row that we were so designated by the Oregonian newspaper. We’re committed to our community in Oregon!”

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