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FEXCO renews investment in Teleopti workforce management technology

Teleopti has announced that FEXCO, Ireland’s most successful 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. 

Fexco uses automated workforce management software from Teleopti to create a highly agile, flexible contact centre environment.  The system has helped to streamline resource planning and maintain thousands of shifts across four award winning* contact centres.  In 2015, FEXCO’s 460 plus customer service representatives handled over 2 million calls and administrators managed 1.1 million tasks in one of the company’s major business units, the Managed Business Solutions and Outsourcing (MBSO) Division. 

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.

Nick Smith, UK Business Manager at Teleopti concluded, “Many large international organisations, serving customers around the globe, rely on our blend of technology and exceptional people skills to drive efficiencies in their contact centres.  Our partnership ethos is critical to our customers’ success.  We go out of our way to understand their needs and put smarter workforce management at the very heart of their contact centre operations to deliver excellent customer service and help to strategically improve organisational performance.”

For a copy of the full case study, please visit: http://www.teleopti.com/piece/37532/50097/fexco.aspx

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