First Call Resolution, provider of outsourced live agent call center and businesses process solutions, announced the hiring of Tim Galarza as manager of business analysis. Katheryn Carnahan, VP of operations, stated, “I am excited about this position because it takes FCR to that next level of operations. Tim has many years of call center experience including quality, training, workforce planning (scheduling), and business analysis. He will be working on improving our reporting and process to run more smoothly and, hopefully, improve our tools well enough to free up some of our managers and supervisors time for focus more on our clients and developing our people. He’ll be looking at our program metrics and make recommendations on how we can get better.”
First Call Resolution provides a boutique, domestic-based call center, business process and social networking outsourcing solutions to most industries. Supporting over 50 clients with more than 700 employees, FCR maintains four contact centers throughout southern Oregon.