Eircom

eircom Helps Fexco deliver on Customer Service Innovations

eircom today announced that its latest collaborative partnership with Fexco has resulted in significant enhancements in customer services levels at the Kerry based company. 

eircom designed and implemented a significantly upgraded contact centre technology platform, working closely with Fexco's infrastructure services team.  The new platform supports Fexco’s business services division which carries out inbound and outbound contact handling on behalf of Fexco’s clients.  The contact centre industry is undergoing major changes as customers increasingly prefer a variety of contact channels such as SMS, e-mail and social media – the new system delivered by eircom lets Fexco deliver a more consistent, responsive service using multiple communications methods.  Reporting and measuring agent performance across channels is also dramatically improved. 

Commenting on the successful delivery of the project, Alex Campbell, major accounts sales director at eircom Business said, “We are delighted to have worked with Fexco on developing and installing this improved contact handling system. This new service will help prioritise all contacts and for voice customers, it is expected to result in fewer abandoned calls at peak times. This is very important to Fexco for customer satisfaction and is a key contact centre requirement." 

Fexco is one of the largest employers in Kerry and has invested substantially in the expanded platform. Features such as an improved dialler platform for outbound calls have introduced huge efficiencies and much better service levels, as agents are freed up from manual processes and can devote more time to customers. 

Other key factors include: 

• Customers choose the channel:all incoming contacts - by e-mail, SMS, web chat or voice – can join a unified customer service queue; this blending means contacts can be answered fairly, in the order they are received, and are assigned to agents best able to handle the query.
 
• Rapid, proactive outbound dialling: outbound calls are automatically prepared and presented to agents, for proactive initiatives such as credit management.
 
• Fewer abandoned calls:CT Solutions' Q4U, a new specialised call queuing service deployed by eircom, allows customers to leave their details and request a call back, ensuring that all customers are served.
 

Danny Kerins, head of infrastructure at Fexco said, "As an organisation we fully recognise that the contact centre industry is changing. Working with eircom to keep our contact centre platform leading-edge is essential, as the public are increasingly using web chat, SMS, e-mail and emerging channels like social media. It's not enough for us to contact and be contactable on all these channels. We also have to be able to manage the multichannel environment effectively – seeing all contacts in one place, routing everything to the agent best able to serve that customer, and measuring and continually improving our responsiveness across the board. This is an industry where we always have to look forward, and our partnership with eircom lets us do that."