About Fullgram International Call Centres

FICC was incorporated in March 2010. At the helm of FICC are experienced officers who bring more than 25 years of Contact Center expertise, delivering exemplary customer care solutions. Beyond their resumes are real people who care about delivering return on investment to clients.

FICC is redefining outsourcing excellence in the contact center industry, by raising the bar on expectations. Creating jobs for individuals who possess the right attitude and aptitude to provide world class Customer Service. FICC is led by some of the most experienced and qualified individuals in the business. Their leadership style complements some of the most efficient, friendly and understanding staff that is second to none.

“The art to the success of a great company is smart technology that can positively change business models and the society. FICC is building the foundation to train and create the correct business behaviors that will fuel a platform for growth and efficiency, not just for our company but for all companies around the world that choose to do business with us.” - CEO & President, Karl Graham.

Our team works diligently to make sure that we follow our FCR-CS model: We focus on CUSTOMER SATISFACTION and ensure the customer’s issue is resolved the FIRST TIME they contact us! No matter where we or our agents are, every individual on our team is strategically placed where they will benefit you most. Our operations team is close to our agents to quickly and efficiently service our agents.

Why FICC International Call Centres & Jamaica

Who Else Is Providing A Near-Shore Solution And Ensuring That An American Ear Is Listening In On Behalf Of Your Customer?

Our Secret: Our Quality Assurance team not only evaluates process, but they are trained to listen and provide feedback, to ensure the agent understands the reason for the call, the resolution satisfies the customer, and the customer does not have to call back. This is a standard part of our QA process.

Our Commitment to Our Partners

Staffing: 110% Availability, Last Minute Staffing On Call. ​Performance: 70% of direction is spent coaching, Focus on Customer Satisfaction and First Call Resolution, Our near-shore CS scores will be higher than your internal CS Scores. Voice of the Customer​: If your customer is not satisfied, we are not satisfied

Why Jamaica?

Jamaica is easy to get to. As example, it is only a 3.5 hour flight from Dallas to Jamaica. And, when you arrive, jet-lag is not an issue. You'll work during daylight hours. And you'll have to admit, it's a pleasant place to visit.

Karl Graham, CEO & President​

With over twenty two (22) years of Contact centre experience, Mr. Graham is one the founding members of FICC International Call Centres.

Mr. Graham made his debut in the contact centre support field at Verizon Communications based in the United States, Sprint and MCI before returning to Jamaica where he operated as a Account Director in one of the largest English speaking contact centre operations in the region. Mr. Graham represented the business in the capacity of Director and Vice President to both local and international clients for 7 years before becoming the co-founder of FICC International Call Centres.

David Fullwood, Chief Information

Mr. Fullwood is responsible for directing the company’s strategic growth and expansion, acquisitions, and business development to enhance FICC’s customer management solutions

Served as Chief Information Officer for 10 years for the largest outsource provider in the Caribbean, where he was a founder member of that team. Prior to that, Mr. Fullwood accumulated 15 years of key leadership experience with a number of IT solution providers. In his last role as Chief Information Officer, Mr. Fullwood assisted in building the company’s business both domestically and internationally.

Services

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Inbound Customer Service

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Lead Generation

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Technical Support

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Remote Solutions

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Back Office Processing

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Tele Marketing

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General Inbound Sales

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Collections

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