Capabilities

First Center partners with small to medium-sized businesses across all to help them grow their brand and revenue with our call center solutions. First Center will assign a dedicated operations representative to your company to manage the following:

• People
• Process
• Technology
• Security

First Center's people, processes, technology, and security, you and your company can make it in an increasingly competitive industry, no matter your business' size or age. Talk to us at First Center - we can help you accomplish your milestones and lead you to success. Contact us today.

Our Staff

First Center understands that YOUR organization deserves the best people providing outsourcing solutions. This is why our primary objective is to be able to provide our clients with highly qualified, reliable, and motivated teams who can deliver maximum productivity with quality results.

All new employees undergo a five stage selection process which may be customized based on client requirements to include specific tests, if required, to calibrate the candidates' skills, knowledge and attitude. Special emphasis is placed on English skills, both written and spoken.

Recruitment

First Center is located in Buffalo, NY which has a tremendous labor pool who are some of the most hardworking and dedicated people you can find. First Center recruits staff from this pool of great people and gives them a great opportunity to not only grow a solid career but be compensated at a high level with very robust and diverse incentive programs built around YOUR critical objectives.

Training

First Center believes in partnering with our clients to aid in providing the training on the company brand, expectations and mission. Who better to instill that then the companies we partner with. Our highly skilled Training Department will work hand in hand with your team to achieve the level of training necessary to service your products and services. In addition to project-specific discipline sessions, First Center provides extensive foundation training to all team members upon joining, and on an on-going basis. This is done in order to maintain, upgrade and update the skill sets of all our team members to adapt with changing technologies and evolving processes.

These skills include the Four CS's: Core Skills, Computer Skills, Customer Service, and Communications Skills which we have identified as critical to the success of all our assignments.

Our Process and Procedures

First Center is an expert in Call/Contact Center Management. Over time First Center has developed very efficient management tools and processes that have made us very effective for our clients

Having strong processes and written procedures in place drives YOUR quality objectives, and working with ALL of our clients to continuously improve quality metrics and managing critical KPI's is what our Management Team is dedicated to doing to ensure all your Service Level Agreements are met.

Service Level Agreements

First Center understands our client’s wide range of Service Level Agreements and performance metrics. By managing your SLA’s and KPI’s with precision this allows proactive problem solving and performance enhancement over a period of time.

Certifications

First Center has been awarded with certifications for quality and security, in various areas of our business, proving our capability to meet and exceed the industry’s most stringent standards for the benefit of our clients.

• PCI Certified 2015

Our Infrastructure

First Center has made the investment in technology and infrastructure that is required to be a Best in Class Contact Center. This has allowed our proven process and procedures to create a reliable, secure, flexible, and cost effective call center solution for our clients.

Software

First Center utilizes state of the art tools that are very cost-effective, easily maintainable. CMS uses a robust CRM that can integrate with most companies systems to provide one system of record to create efficiency and robust data reporting.

Use of Castel Detect Voice Analytics software gives First Center the ability to not only record 100% of your customer calls, but monitor 100% of the calls to achieve a very high level of quality on each call or contact.

First Center can also set up relationships by using a Secure VPN connection to access your companies host system if required.

First Center clients are not asked to change, upgrade systems, or invest in document management solutions in order to implement outsourcing solutions. We leverage their investment in their technology by creating an environment where teams are able to access their applications and their stored data, without disrupting their system. When clients upgrade systems, we collaborate with outside vendors on partnerships to design, test, and implement new applications.

Our Security

As a world-class business process outsourcing company, our objective is to ensure that all client information is kept secure and confidential at all times.

Facilities (Physical and Data Security)

First Center understands the importance of Security. First Center's highly detailed security policies and procedures are designed to safeguard information accessibility. First Center has a dedicated Chief Risk Officer that manages the Enterprise Risk Department that has full oversite over IT and Security operations in our call centers. Enterprise Risk Management is fully dedicated to mitigating risk for both First Center and our clients.

First Center's understands that maximizing security and minimize Risk is critical to your organization and customers. Our goal is to always ensure that our clients and their customers have a very high level of trust in our organization. First Center operates out of a secure state of the art location in Buffalo, NY. First Center has made very significant investments in Physical and Data Security. All First Center work areas are also equipped with CCTV surveillance systems with live monitoring.

Contingency and Disaster Recovery

First Center has in place a tested Business Continuity Plan ensuring that the quality of service that we provide will not falter despite adverse circumstances or events. The DRP ensures that your business objectives are maintained according to service level agreements. A secure offsite facility is readily available to host operating teams in the event that the current facility is not accessible.