Frequently Asked Questions (FAQS)
Answers to the most common questions about FCR
FCR (formerly known as First Call Resolution, LLC) is the premier provider of outsourced live agent call center and business process solutions. We provide a wide range of outsourced contact centers, business process outsourcing, and social networking solutions to various industries. If you have ever called, emailed, or chatted with customer service or technical support agents, you have likely spoken or interacted with someone from FCR. We answer inbound phone calls and questions via email and have conversations over live chat with hundreds of thousands of people every day.
Our US-based contact center sites are located in Oregon and Montana in the following cities:
- Roseburg, OR
- Grants Pass, OR
- Coos Bay, OR
- Veneta, OR
- Independence, OR
- Great Falls, MT
- Butte, MT
We also offer remote work-from-home positions in Oregon, Montana, Idaho, Wyoming, Michigan, and North Carolina.
Work from Home (WFH) is an occupation that does not require you to travel to a physical office every day. Work from Home is just what it sounds like, an option that gives you the ability to work from inside your own home.
Yes! We are currently hiring for Work from Home positions in the states of Oregon, Montana, Idaho, Wyoming, Michigan, North Carolina, Tennessee, and New Mexico.
No. FCR will provide you with all the necessary computer equipment needed to perform your job. You will need to provide a high-speed internet connection.
Yes, high-speed internet is required for our work. A speed test will need to be performed to determine if you have a fast enough internet connection.
No. However, it is helpful if you live within a 1-hour drive from one of our centers to pick up any necessary equipment and attend some events on-site when needed.
We anticipate that FCR will have a good portion of our colleagues working from home permanently, even after the pandemic ends.
You will need reliable, high-speed internet and a quiet place to work uninterrupted during your shift.
For now, all interviews are being conducted remotely via telephone and video conferencing. You will not need to physically come to an FCR building for an interview at this time.
All training is being conducted remotely online with the computer equipment that FCR provides to all new colleagues.
All applicants must have obtained a high school diploma or GED certificate.
The starting wage varies by location, program, position, and the required skill set for the job. A recruiter will be happy to cover this topic with you during an interview.
Our Differences Make Us Stronger
At FCR, we’re not all the same. We’re all a bit different and unique in our own particular way. Our life experiences are all different, and we each have our own story. That’s one of our greatest strengths as a company, and we embrace the variety of people who make FCR who and what it is today. We use our differences to shape our company culture and create a warm, welcoming, and inclusive place. Because we’re in the business of people and here to serve everyone, we believe it is critically important to include everyone. Everybody in and nobody out. You belong at FCR.
FCR provides equal employment opportunities to all colleagues and applicants without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, disability, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, separation, layoff, recall, transfer, leave of absence, compensation, and training.
FCR expressly prohibits any form of unlawful colleague harassment or discrimination based on the characteristics mentioned above. Improper interference with the ability of other colleagues to perform their expected job duties is not tolerated.
Americans with Disabilities Act (ADA) and Reasonable Accommodations
To ensure equal employment opportunities to qualified individuals with a disability, FCR will make reasonable accommodations for the known disability of an otherwise qualified individual unless undue hardship on the operation of the business would result.
Commitment to Diversity
FCR is committed to creating and maintaining a workplace in which all colleagues can participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. This commitment is embodied in company policy and how we do business at FCR and is an essential principle of sound business management.
Our culture is all about the empowerment of the individual. We believe every colleague has hopes and dreams which need to be honored and celebrated. We also believe that all of our colleagues deserve good wages and full healthcare benefits. Finally, we believe a healthy and happy work environment is essential for our colleagues to do exceptional work. We strive to create that environment with every decision we make.
Our philosophy holds that to build a smart company, you must first take care of those responsible for making it successful – your people. When we take care of our colleagues, they are committed to providing exceptional service and support to our clients and partners. FCR’s success is directly tied to the happiness and satisfaction of its colleagues.
We routinely poll our employees to keep a constant pulse on their feelings to judge how we are doing to provide the best possible working environment. If something is broken or not working right, we look to them to tell us how we can fix it or make it better, and then we do it. We have created and cultivated an environment that allows for a free exchange of ideas and input from every level. Our leadership team operates from a mindset of servicing our colleagues, and they are constantly thinking of ways to make their working environment and, ultimately, their lives better.
We are not your father’s “buttoned-up, crew cut, suit and tie wearing” call center. We don’t fit the mold; we break it and re-define it. We don’t play by the old rules. We push our boundaries and re-write the rule book. We don’t ever say, “we can’t do that,” but instead ask, “how can we make that work?”
FCR fosters a culture of open and honest feedback to evolve and improve our processes constantly. Our performance management style stresses coaching and improving behaviors while promoting colleague growth, development, and promotion from within. Our Leadership team is the champion of promoting that culture and strives to balance our clients’ and colleagues’ needs with every decision made. We expect those in a position of leadership to live our culture and be an example to the colleagues they lead. Our people are not widgets, and they are more than statistics. They are all unique individuals who play a vital role in the success of our business.
FCR colleagues are eligible for benefits on the first of the month following 60 days of employment. These benefits include:
- Healthcare, dental, and vision insurance
- Flexible Spending Accounts (FSA)
- Short term disability
- Long term disability
- Basic Life and AD&D insurance
- Voluntary Life and AD&D insurance
- Employee Assistance Program (EAP)
There are many different career paths and opportunities available at FCR. In addition to front-line customer service and technical support positions, we offer roles within Operations like Leads, Supervisors, Program Managers, and even Site Directors that colleagues can progress into. We also offer positions in IT, Facilities, Sales, and Human Resources.
FCR provides a casual work environment for its colleagues. Even though the dress code is casual, it is important to project a professional image to our customers, visitors, and coworkers. All FCR colleagues are expected to be presentable and professional and use good judgment to select what to wear to work. FCR supports the uniqueness of each individual and encourages the expression of self.
No. FCR primarily handles inbound support calls for customer service and technical support. We have a few programs where we perform “pre-sales” calls, but they are not cold calls or telemarketing because the customer has requested us to contact them directly.
We offer various schedules for full-time, part-time, day, evening, and split-shift schedules for our colleagues. Schedules may vary by program need. We make every effort to accommodate the needs of our colleagues for a good work/life balance.
Our colleagues stay connected through a variety of technology solutions, including teleconferencing, video chat, messaging, email, and other platforms.
No. You will not be expected to work any more hours than you would work if you were working from one of our site locations. You will still be expected to take your mandatory breaks.
We do our best to accommodate each colleague’s shift requirements. With that said, your shift and hours will be determined by the need of the program. You will be given a consistent schedule to work weekly.