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News : FCR Announces Expansion into Michigan

#contactcenterworld, @1callres

Eugene, OR, USA, Sept, 2020 -- FCR, a provider of customer experience and business process solutions, announce that it would expand its contact center operations into Romulus, Michigan. The proposed expansion is part of FCR’s pledge to continue bringing opportunity and jobs to smaller communities across the United States while strengthening its commitment to diversity, equity, and inclusion.

"I’ve always believed that the best way to make an impact is through investment in our communities," said FCR President and Founder Matthew Achak. "After doing substantial research into cities and towns for our next expansion, we decided that the city of Romulus presented us with many new opportunities. Romulus fits perfectly into our business model of offering customer service and technical support jobs to those living in small to mid-size communities. Romulus is a diverse city filled with hard-working people looking for new employment opportunities and pathways into tech. We are confident we will find plenty of candidates who have the skill set we are looking for."

As the country faces a national reckoning with systemic racism and racial injustice, FCR’s plans to expand into Romulus and other diverse communities are part of its effort to promote diversity, equity, and inclusion, and address inequality in the workplace.

"The City of Romulus is a home of opportunity, with a strong, diverse and hard-working talent base, as well as a business-friendly economic climate," Romulus Mayor LeRoy Burcroff said. "We are thrilled to partner with the forward-thinking leaders at FCR to bring new and continuing job opportunities that offer local residents direct access to a career in technology, with the added flexibility of a work-from-home schedule."

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The company has pledged to increase its racial diversity, and is currently hiring a Diversity, Equity, and Inclusion Manager to ensure it meets its goals in this effort.

"It is impossible to ignore what is happening across the United States," Achak said. "It made FCR take a look at our efforts concerning diversity and equity. We started asking ourselves what we could do differently and how we could make a difference. We asked if we were doing everything we could to increase diversity, equity, and inclusion in our workplaces, especially when it came to race. FCR has always been a company that has embraced diversity, and we support the movement for racial justice. One of our biggest challenges has been overcoming the lack of diversity within the regions that we currently operate and reside in. How does a company increase its diversity when little diversity exists where you work and live?"

The company would soon find a way to accomplish that goal. As the country began to tackle the challenges of the Coronavirus pandemic, FCR pivoted away from a traditional brick-and-mortar call center operation to a Remote Work from Home business model in mid-March. The move would preserve nearly every colleague’s job in the process.

"Unlike many industries during the pandemic, the demand for our services continues to grow. We continue to add jobs, hiring new employees directly into work-from-home positions for the very first time," Achak said. "Suddenly, we are no longer operating in this old model that says we have to hire people in a specific physical location. Now, we can hire new colleagues from all over the country, targeting communities where we can access the best folks for specific roles and programs."

"We decided that instead of waiting for the demographics to change within our existing communities, we would proactively expand into diverse communities and communities of color," Achak said. "There are economic and demographic conditions in those communities that mirror what we see in Oregon, Montana, and Idaho."

Katheryn Carnahan, COO for FCR, explains: "We have become a major employer in every city we currently operate in. We are excited to bring new jobs and interesting work to the Romulus community."

"What makes us different is that we offer our colleagues the opportunity to build lasting careers that utilize each individual’s unique talents," Carnahan said. "Our colleagues are the most important part of the equation to our success, and they allow us to accomplish all of our goals. We are confident that Romulus will provide us with the talent-rich environment we have been searching for, and we can’t wait to get started."

FCR will immediately offer work-from-home positions for Customer Service and Technical Support. In addition to entry-level positions, the company will also provide leadership and management opportunities. FCR is currently recruiting to support one of its largest clients, which is expanding its business in 2020. The company will initially hire 15 to 20 colleagues, with plans for additional hiring throughout the year.

Candidates will need a high-speed internet connection from their home. However, FCR will provide all necessary computer and telephone equipment.

#contactcenterworld, @1callres

Posted by Veronica Silva Cusi, news correspondent
Source: FCR

About FCR:
Company LogoFCR is a provider of outsourced live agent call center and business process solutions.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Friday, September 11, 2020

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2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

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Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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