Meet the members

of our group

FEXCO is a financially robust and trustworthy partner, which has the strength and depth to support the requirements of your business.

We combine extensive operational, financial and technical skills, with a loyal, dedicated employee base. Our operating model enables us to deliver continuously on our commitments, while remaining innovative. We ensure that our mode of operation reflects our company BPI ethos, namely the ‘Voice of the Customer’. We commit to continuous strong involvement from our executive team,who are motivated to build shared values. We guarantee a continuous improvement strategy, a genuine commitment to promoting and enhancing the values and the complete integrity of our clients’ businesses, and to demonstrating we are true to our brand, ‘Your Trusted Partner’.

The capability, experience and commitment of the Managed Business Solutions and Outsourcing (MBSO) team and our collaborative approach to outsourcing will give you confidence that we can successfully deliver your requirements.

Services

Areas of Expertise

FEXCO’s Managed Business Solutions and Outsourcing division (MBSO) is one of Ireland’s largest indigenous outsourcing providers.  It grew from the existing business process outsourcing division of FEXCO, when we recognised a growing requirement from our clients and in the wider marketplace for a broader range of end-to-end services.  FEXCO is excellently positioned to respond to these requirements.  We actively work with existing and potential clients to explore how we can bring further value to their organisations.

We believe that setting and maintaining the highest quality standards is critical to business success. The introduction of best practice frameworks has enhanced the support and development provided to operations.  Each framework has been designed and implemented with the Voice of the Customer at the very core.

Our frameworks are:

  • HR and Recruitment Framework
  • Training Framework
  • Quality and Change Framework
  • Resource Planning Framework
  • Management Information and Analytics Framework
  • Service Design and Project Implementation Framework
  • Our Key Activities in MBSO

Our key activities are end-to-end managed solutions in:

  • Multi-channel contact centre activity
  • Campaign Management, including insurance campaigns
  • Claims and grant processing
  • Transaction management
  • Full payment management solutions
  • Data analysis and data cleansing
  • Customer services – consumer and corporate
  • Shared services solutions
  • Expense management
  • Anti-Money Laundering (AML) Services

Markets Serviced

  • Utilities/Energy
  • Financial
  • Insurance
  • Government
  • Airline/Travel
  • Tourism
  • Education
  • Healthcare

Our Team

In FEXCO, we believe that it is extremely important to build strong client relationships and to have continuity from initial client engagement to on-going BAU.  You will, therefore, see that the team who engages with you from the tender to day-to-day operations remains highly consistent.  This allows us to maximise the knowledge and ensure that you get the benefit of our highly experienced team.

Technology

The FEXCO Contact Management Solution supports activity across multiple channels and is designed using industry leading technology components to deliver a unified communications workspace for the Customer Service Representative, utilising enterprise Avaya Contact Centre, Business Express, Oracle, VMWARE and Cisco.

The FEXCO solution facilitates the delivery of a robust, flexible, scalable, and feature-rich multi-channel contact centre environment to communicate with your customer base, across multiple channels including:

  • Voice
  • Email
  • SMS/Text
  • Social Media
  • Web Chat
  • Whitepaper
  • IVR

MIS and Reporting

FEXCO delivers its analytics and reporting through Oracle Business Intelligence Foundation Suite (OBIEE 11g) which is a complete, open and architecturally unified Business Intelligence system that delivers abilities for enterprise reporting, ad hoc query, mobile analytics, interactive dashboards, scorecards and strategy management, proactive notifications and alerts.  The data can be accessed, and interacted with, in multiple ways, including web-based interactive dashboards, collaboration workspaces, Microsoft Office applications and mobile apps.

Quality Accreditation

FEXCO MBSO is closely aligned with the CCA and the CCMA, both of whom promote and verify the European Call Centre Quality Standard.

CCA Audit 2014

We are extremely proud of the results of the 2014 CCA audit of FEXCO MBSO.  The CCA assessor stated that FEXCO has moved from the top 10% of organisations assessed, to the top 1% in the industry.

List of Accreditations

  • ISO9001:2008
  • ISO27001
  • Retail Insurance Intermediary: FEXCO MBSO Limited is registered by the Central Bank of Ireland to undertake insurance mediation under the under the European Communities (Insurance Mediation) Regulations, 2005.
  • FEXCO MBSO is closely aligned with the CCA and the CCMA and apply best practise to all clients.