FEXCO improved their consistency of service delivery with 31% through WFM solutions from Teleopti an
Added: (Thu Sep 29 2005)
Pressbox (Press Release) -
Stockholm, Sweden – Irish payment services provider FEXCO has made incredible achievements implementing the WFM-solution Teleopti CCC for their 200 advisors at their two main sites in Ireland in 2004/2005. Today they have the right people, doing the right activity at the right time for the right cost.
FEXCO had a situation where the performance in their contact centres was not meeting their business targets. They had to overstaff to reach service levels, the performance was erratic and the flexibility was low.
The WFM application they were using was dictating how they should run their operations.
Throughout the organisation it was a lack of transparency / understanding of the scheduling process. As the scheduling process was manual and tedious the level of satisfaction was very low among all stakeholders.
Something needed to be done. FEXCO analysed the current situation and defined their requirements for what a new workforce management solution should help them with:
- Improve consistency of service delivery
- Optimize scheduling process
- Bring flexibility
- Fairness
After a thorough process of searching for potential suppliers the choice fell on Teleopti and their Irish partner Damovo. A key differentiator for choosing them was their close, collaborative approach where they truly work together as a partner with FEXCO. Also the fact that they are very experienced in WFM and have local presence in Ireland was important factors.
During the project FEXCO has come to realize that workforce management is all about managing change - not just an implementation of a system. Here is where the Teleopti / Damovo partnership has really come into its own, guiding and supporting FEXCO through the entire WFM process and helping them manage the continuous balancing act between service excellence, profitability and employee satisfaction.
The results are astonishing!
- Administration work is reduced by 45%
- The forecasting accuracy has improved immensely
- 50% of the resource planner time is now dedicated to analyzing the
scheduling process
- What if analysis are now done
- Greater collaboration within team due to enhanced visibility
- Improved consistency of service delivery by 31%
- Improved productivity by 4%
- Increased schedule adherence, from 68 to 88%
- Improved scheduling flexibility
- Increased satisfaction – customers/clients and staff
“Working with Teleopti has taught us that a WFM application is only a tool. Success requires people that are involved and committed, working together to achieve a common objective”, says Guillaume Py, Operations Planning Manager at FEXCO. He continues; “through communication and helping our staff understand the consequences individual actions have on business performance, we have made dramatic improvements like increasing our schedule adherence from 68 to 88%!”
Niklas Karlsson, Business Manager Teleopti UK&Ireland adds: “We look forward to continuing to work together as a team, helping FEXCO evolve and become ever more efficient, with more satisfied customers and happier, more efficient employees as the result.”
About FEXCO
FEXCO is a global payments company headquartered in Kerry, Ireland with operations in Ireland, the UK, Spain, Scandinavia, Malta, Dubai, Australia and the USA. The company was established in 1981 by its Executive Chairman, Brian McCarthy, and offers a range of Global Consumer Payments, Global Corporate Payments and Business Services. The company is privately owned with USA-based First Data Corporation, the world’s leading payment processor, holding a minority shareholding in the business.
For more information about FEXCO, please visit www.FEXCO.ie
For further information, please contact:
Guillaume Py
Operations Planning Manager, FEXCO
+353 1 661 1800 or gpy@FEXCO.com
About Teleopti
Teleopti provides world-leading solutions for strategic workforce management and tele-administration. Teleopti contributes to the creation of greater cost-efficiency and productive telephony by providing advanced and customer-unique solutions, renowned for user friendliness, covering tele-administration and workforce management.
Hundreds of enterprises in Europe already use Teleopti’s solutions to attain optimal efficiency and provide the highest levels of service. The solutions are available from Teleopti offices in Stockholm, Oslo, London, New Delhi and Bangalore as well as a comprehensive partner network.
For more information about Teleopti and its products, visit http://www.teleopti.com/
For further information, please contact:
Niklas Karlsson
Channel Manager Teleopti, UK&Ireland
+44 20 8610 6645 or niklas.karlsson@teleopti.com