FEXCO renews investment in Teleopti workforce management technology

Teleopti today 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.” 

* At the Contact Centre (CCA) Association Awards in Nov 2015.  FEXCO was awarded Most Effective Training Programme. 

For further information please contact:
Camilla Arneving | T: +46 72 222 81 04 | E: camilla.arneving@teleopti.com 

Maria McGrath | Group PR Manager FEXCO | +353861653055 | mmcgrath@fexco.com 

FEXCO is Ireland’s most successful multinational payments, financial and business solutions provider, with operations in 29 countries worldwide. Founded and headquartered in Ireland in 1981, FEXCO employs more than 2,300 people across Europe, the Middle East, Asia-Pacific, North America and Latin America.

FEXCO serves some of the world’s biggest brands across multiple industries through a wide range of innovative products and services including; Dynamic Currency Conversion (DCC), Multi Currency Pricing (MCP), Tax Free Shopping and Retail FX. FEXCO also offers bespoke Managed Business Solutions and Outsourcing services as well as a full suite of payment management solutions through its Corporate Payments business.

For 35 years FEXCO has been driven by an entrepreneurial and innovative spirit. This ethos has brought the company to new regions and industries of growth, connecting customers with exciting new opportunities. Through its commitment to partnership and innovation, the company has built an international network of customers. To find out more visit www.fexco.com

About Teleopti
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with cutting-edge features to empower and engage employees.

Founded in 1992, Swedish-established Teleopti has customers in over 80 countries, numerous offices around the world – from Beijing to São Paolo – and a comprehensive global network of partners. For more information please visit www.teleopti.com