Bord Gáis and FEXCO Launch New Customer Service Partnership
Bord Gáis today (26th May 2008) launched its new customer service partnership with FEXCO, one of Ireland’s leading customer service providers, at its state-of-the-art Customer Contact Centre in Killorglin, Co. Kerry. The long-term contract has resulted in the creation of 140 new jobs in Killorglin.
The launch, attended by Minister for State at the Department of Communications, Energy and Natural Resources, Sean Power T.D., highlighted the many benefits this service partnership will deliver to over 600,000 existing Bord Gáis customers. FEXCO will support Bord Gáis in delivering exemplary customer service as Bord Gáis grows to meet changing energy demands and customer needs.
Speaking at the launch, John Mullins, Chief Executive of Bord Gáis, said; “We are a customer-focused organisation. Developing excellent relationships with our customers has always been a priority in Bord Gáis. FEXCO was chosen as our customer service partner as it has a strong focus on quality and attracts quality staff. FEXCO has committed to deliver on the performance and proactive customer service standards that we set for our customers, which will assist us in our plans to significantly grow our customer base on the island when we move into the residential electricity market.”
FEXCO’s founder and Executive Chairman, Brian McCarthy, said, “Securing an important contract of this nature underlines FEXCO’s expertise, experience and developing leadership in the business services outsourcing sector. By developing close working relationships with staff at all levels in Bord Gáis we are delighted to have successfully launched this service in line with very tight deadlines and to the highest possible standards. FEXCO has been in business for over 25 years and its employees pride themselves on providing high quality customer service. The successful launch of the Contact Centre and the excellent customer standards already achieved by our highly-trained staff epitomises FEXCO’s high performance delivery. This contract represents a flagship opportunity for us to develop a long-term strategic partnership with Bord Gáis which aligns FEXCO with Bord Gáis’ future plans and affords both companies the opportunity to grow together. We are particularly excited about the opportunity to work with Bord Gáis as it moves into the electricity market. We are committed to developing our business services outsourcing capability and growing the business offering significantly over the next number of years”.
FEXCO call-centre agents are already exceeding the very high set standards by providing an exemplary service. A number of value-enhancing initiatives support Bord Gáis’ objective to provide greater access to customers and customer-focused service in an efficient and empathetic manner. These include clear, concise scripting for call-centre agents to assist in the correct handling of queries at the first point of contact and facilities to support residential and business customers that have a preference for automated payment and account management options through the multi-lingual Integrated Voice Response (IVR) telephone service and the award-winning website.
“Efficient customer-centric service is what Bord Gáis aims to deliver consistently and much focus will be placed on driving customer loyalty through effective handling of customer queries at the first point of contact,” added Mr. Mullins.
ENDS
26th May 2008
For Further Information please contact:
Bord Gáis FEXCO
Elaine Hattie Barry Ahern
Bord Gáis Business Management Communications
Tel: 021 4534089/087 6381593 Tel: 087 6683574 / 01 4830832
Email: ehattie@bge.ie Email: barry.ahern@bmcomms.ie
Notes to Editors:
Bord Gáis
Bord Gáis is a major energy supplier, serving both the gas and electricity retail markets in Ireland. The company is responsible for building, owning and operating the 10,000km transmission and distribution networks, connecting c. 25,000 new customers per annum and delivering gas to over 600,000 industrial, commercial and residential customers. Bord Gáis employs over 900 staff and is headquartered in Cork, Ireland.
FEXCO
FEXCO is a specialist provider of Business Services, Merchant Services and Consumer Services with its headquarters in Kerry, Ireland and 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. FEXCO has provided outsourcing services for over 20 years to a wide portfolio of clients using best-practice fundamentals centred on quality, innovation and continuous improvement. The company is privately owned with Western Union, a worldwide leader in money transfer, holding a minority shareholding in the business.
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