First Call Resolution Opens Fifth Facility in Oregon

First Call Resolution, LLC, will soon operate five call centers across the state employing nearly 800 workers.

The company plans to open its fifth facility in Veneta in early 2014 and employ an estimated 180 workers. It already operates four other locations—two in Roseburg, where it is headquartered, and one each in Grants Pass and Coos Bay. The company employs more than 600 workers in those four locations.

Business Oregon provided the company with a $50,000 forgivable loan from the Governor's Strategic Reserve Fund (SRF) as well as a $50,000 from the Infrastructure Finance Authority's Special Public Works Fund for the necessary fiber optic cable to the new facility. Lane County also provided $50,000 in assistance for the project.

Business Oregon first helped the company in 2009 with a $25,000 SRF forgivable loan. That loan, along with other financial assistance from Josephine County, the city of Grants Pass and the company's private funds helped the Grants Pass call center become a reality. In 2011, Business Oregon helped the company with a $50,000 SRF forgivable loan to help it open its third call center in Coos Bay in June 2012.

First Call's annual payroll is estimated at close to $11 million statewide. In 2012, the company constructed a new administrative office building proximate to the Roseburg call-center facility. The new office building houses 100 additional agents and the entire executive tea m.

In Coos Bay the company currently employs about 130 people after the company purchased a building downtown in an area in need of revitalization investing more than $800,000 in the facility.

First Call Resolution specializes in a wide range of boutique call center and business process outsourcing services. These services include customer service support, technical support, both inbound and outbound telesales, data processing and management, and email/Web chat support. They operate in a highly competitive domestic and international market, with clients that include Nintendo, Cisco and SAFECO/Liberty Mutual Insurance.