OF THE WEEK:
First Call Resolution
By Annette Langenstein, Staff
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.
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
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
“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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