First Call Resolution Introduces Workforce Management Tool

ROSEBURG, OR – July 30, 2012

First Call Resolution, the industry’s most respected provider of outsourced live agent contact center and businesses process solutions to the high tech, wireless, telecom, internet, health care, medical, merchant services, financial, travel, prepaid, transportation, insurance and consumer products industries, today introduced their newest technology aimed at effective workforce management.

“Our goal at FCR is to be the best at managing and staffing our clients’ programs so we achieve the highest levels of utilization from each and every agent”, said Matthew Achak, Managing Partner. “Our latest workforce management system utilizes proprietary algorithms and state of the art technologies to effectively achieve optimization of call center management. In addition, it also incorporates:

  • Forecasting of workload and staffing models
  • Integration of employees into scheduling processes
  • Management of agent working times and associated programs
  • Analysis and monitoring of the entire process

“We believe our proprietary technology is the future of how efficient workforce management solutions will be built,” continued Mr. Achak. “Our experience has shown that out of the box solutions used by many companies are not effective in addressing the staffing needs in our client focused environment.”

Headquartered in Roseburg, Oregon, First Call Resolution provides a wide range of boutique, domestic-based outsourced contact center, business process and social networking support solutions to most industries. Supporting over 50 clients with nearly 600 employees, FCR maintains 3 contact centers in southern Oregon.

First Call Resolution is building a new class of high-quality, domestic-based contact center and business process outsourcing solutions, and our mission is to be the most respected outsourcing provider in the industry.

To learn more, visit us at www.1callres.com