News : FEXCO Renews Investment in Teleopti Workforce Management Technology
Teleopti announced that FEXCO, an Irish multinational financial and business solutions provider, has renewed its investment in the company’s strategic Workforce Management (WFM) technology replacing a competitive system. The decision to reinstate the Teleopti solution was driven primarily by FEXCO’s confidence in Teleopti’s excellent approach to customer care. The re-introduction of Teleopti has also contributed to a sharp reduction in call abandonment rates and increased satisfaction levels for both clients and FEXCO’s team of contact centre customer service representatives.
Vivian O’Callaghan, Planning and Systems Project Manager at FEXCO commented, "When it comes to customer service, I cannot recommend Teleopti enough. When working with Teleopti to deliver a solution they keep us informed every step of the way. In a fast moving, high pressure industry such as customer contact, good communication is essential. Teleopti’s can-do attitude inspires us with the confidence to deliver an equally professional service to our own customers."
Schedules for over 460 contact centre employees were loaded into the system which was fully operational just months after signing the contract. Agents are able to view adherence to their personal schedules, even from their own mobile devices, increasing a sense of empowerment and encouraging closer engagement with the overall running of the contact centre. Supervisors can better monitor their teams and senior managers have access to accurate real-time information, giving them both the confidence and impetus to explore new ways of driving innovation in the contact centre eco-system and speeding up decision making.
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Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. Founded in 1992, Swedish-established Teleopti has custo¬mers in over 80 countries, numerous offices around the world – from Beijing to São Paolo – and a comprehensive global network of partners.
FEXCO has provided Customer services since 1994 and currently handles in excess of two million customer contacts per annum in a range of languages. Operating from two Contact Centres in Ireland, located in Killorglin and Cahirciveen. The current capacity for these Contact Centres is approximately 400 seats with a potential capacity of approximately 600+ seats. FEXCO's clients include Western Union Money Transfer and Bord Gáis Eireann.
Published: Wednesday, July 6, 2016