Fexco National Call Centre

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Long O Donnell Associates were pleased to co-ordinate the procurement management services and cost analysis services for this 10 year contract to award a call centre operations contract to support the BGE business. After a lengthy procurement process, on 26th May 2008 BGE  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”.

Client

Bord Gáis Éireann

Project Value

€19M

Project Duration

16 months

Services Provided

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Fexco National Call Centre,

Long O Donnell Associates were pleased to co-ordinate the procurement management services and cost analysis services for this 10 year contract to award a call centre operations contract to support the…