bxp is just the ticket for FEXCO Contact centre
FEXCO is one of Ireland’s leading Contact Centre Outsource Partners and is one of Ireland’s largest indigenous outsourcing providers. Their offering includes Multi-channel Capabilities, Customer Satisfaction and Quality Training
FEXCO’s Resource Planning department currently deals with over 100 daily tickets from Team Leaders across a multi-site environment. Incoming tickets were not efficiently categorised, and they did not have search or reporting capabilities.
By using a blended form in conjunction with a work list on bxp software they were able to create a Ticketing Tool that allowed their Team Leaders to log tickets in an efficient manner. The logic management function allows the pre-population of fields and through the use of outcomes they are able to communicate to Team Leaders via automated emails and can also set automated calendar reminders.
We are still in the pilot phase of this concept and we are seeing great improvements in the quality of the information received which has led to an increase in first call resolutions.
– Patrick Falvey, Solution Developer, FEXCO