Tipping Point for Outsourcing

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Photo Credit: Deb Achak Photography

Photo Credit: Deb Achak Photography


As FCR gets closer to opening our 6th facility and hiring our 1,000 employee, I find myself contemplating all that we have accomplished over here.

We have built a company that I can not only be proud of, but that my family can be proud of as well.

FCR positively impacts 5 different Oregon communities and thousands of individuals each and every day. We support some of the most incredible, innovative and successful companies in the world; companies that I am honored to be associated with. Companies that are changing the world.

By incorporating basic, fundamental ideas such as values-based management, colleague empowerment, career-pathing, higher pay, full benefits, healthier workplace environments, and quarterly profit sharing, we believe that we are seeing a real tipping point occur in the outsourcing industry.

Thus, I have decided to create a new word that defines what we do over here at FCR, as outsourcing no longer seems the right word.

The more I think about it, the more I believe that FCR is instead a co-sourcer.

More and more companies come to us because they wish to utilize a partner rather than a vendor. They wish to work with a company that empowers and incents its people in ways which translate to higher levels of service quality, creativity and flexibility when trusted with their support.

You can only achieve greatness as a call center agent if you believe that you are taken care of and that your work truly matters.

In a nutshell, our employees care more, are treated better, are paid more, and thus do better work.

Our ideas have always been the same but they resonate more and more lately. Providing an exceptional customer care experience to the end user is now, more than ever, a differentiator in almost every industry.

I am not sure where we will be when FCR has crossed the 2,000 or 5,000 colleague threshold, but the one thing I do know is that our culture, values, and philosophies will never change.

They are what has gotten us this far and we believe they will continue to take us where we need to go.

Matthew Achak

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