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| FEXCO: 1st Irish winner of International Award |
| 14th December 2009 |
FEXCO announced today Monday, Dec 14th 2009, it has won the CCA (Customer Contact Association) Award for ‘Contact Centre of the Year’ in partnership with Bord Gáis Networks. This is the first time that an Irish company has won this internationally prestigious award. The CCA represent 800 global organisations which together employ over one million customer service agents, among them such global brands as O2 and Vodafone.
Chief Executive of Bord Gáis, John Mullins, said: “We are delighted to receive these awards in recognition of the superb work done by the staff of Bord Gáis and our contact centre partner FEXCO. The contact centre is positioned at the very heart of our organisation with clear objectives to deliver excellent service to our customers, but it is very gratifying to see the standards we reach being recognised as best in class externally.”
The CCA’s Chief Executive, Anne Marie Forsyth, said, “We congratulate FEXCO and Bord Gáis Networks on winning the ‘Centre of the Year’ award. There is a growing awareness of the critical role played by customer contact staff in retaining customer loyalty and trust. The economic climate has tested customer relationships as never before and recognition of efforts to improve customer service has never been more important.”
FEXCO followed up their success at the International Awards with two local home wins at the CCMA Ireland (Contact Centre Management Association) Contact Centre & Shared Services Awards, once again in partnership with Bord Gáis Networks, by securing the ‘Best small or growing contact or shared services centre’ and ‘Best quality measurement programme’.
Managing Director of CCMA Ireland, Dorothy O’Byrne said, “The winning entry showed clearly how quality sits at the very core of the organisation and is fundamental to how they operate. Bord Gáis Networks working with FEXCO have developed an all encompassing quality measurement programme that sets a benchmark for quality measurement for the Irish contact centre and shared services industry.”
Gavin O’Neill, FEXCO’s Group Managing Director, said, “FEXCO’s reputation for customer service excellence is underlined by the growth and quality of our work, which has been recognised in the shape of four prestigious industry awards. These awards recognise our success in building strategic customer partnerships and delivering high quality business services through our centres of excellence. This success is attributable to our partnership and collaborative approach, which is supported by our team of customer service-driven staff that ensures that FEXCO is synonymous with high performance, delivering on commitments and improving customer satisfaction.”
FEXCO Business Services is Ireland’s largest indigenous outsourcing company. Its three contact centres in Kerry employ more than 400 customer service representatives (CSRs) and handle over 3 million telephone calls every year. They provide customer service solutions for an enviable range of leading organisations including Bord Gáis, the Prize Bonds Scheme, Sustainable Energy Ireland (SEI) and Western Union.
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