First Call Response is adding another call center to its seven existing locations. This time, in Butte, Montana.
President Katheryn Carnahan said the company expanded into Montana about a year and a half ago in Great Falls, Montana. The company started in Roseburg in 2005 and added five more locations before expanding to a different state.
“We decided to expand into Montana in order to have a little diversity geographically,” Carnahan said. “We have now expanded and are sort of overflowing in Great Falls, and we decided to open one in Butte.”
Carnahan said the company chose Montana because it carried a similar atmosphere in the rural communities to the cities where it established call centers in Oregon.
“We really like states with a rich, rural life in smaller towns,” Carnahan said. “It’s been really successful for us because people want to live in those towns, they are very hard-working, those towns often really need jobs. That’s been a model that’s worked for us.”
The new call center will bring up to 350 jobs to Butte, a town of about 34,000 people. It’s about a 13-hour drive from the Roseburg FCR administration building and about three hours from the Great Falls call center.
“We look for cities that sort of seem to have a friendly attitude,” Carnahan said. “We go and spend time in the city, scope out how people seem to be treating each other in coffee shops and that kind of thing.”
When Carnahan started in 2009, FCR had less than 200 employees. She said by the end of this year, the company will have at least 2,000 employees and she expects it to continue growing. FCR provides call center and business process solutions to more than 70 clients from industries that include high tech, startups, mobile commerce, finance, healthcare, retail, travel and hospitality.