Sentient is very excited to announce FEXCO Business Services, one of Ireland’s largest indigenous outsourcing providers (Irish Times Top 1000, 2010) as our latest Scorebuddy.
Fexco's mission is to provide high quality, scalable business services to the Irish and International market.
A variety of business services are deployed through either dedicated Business Units, one-to-many Shared Service Centres or through Third Party Administration through which they can leverage scale, share world class expertise and deliver substantial savings with enhanced service delivery. Scorebuddy is part of a continued investment in business transformation skills, quality methodologies and the development of pricing and risk sharing approaches which support a range of partnership models.
Award Winning Performance:
Performance success is benchmarked by industry and peer recognition. In 2010, Fexco won three coveted Contact Centre industry awards. securing the overall CCA UK (Customer Contact Association) Excellence Award for ‘Team of the Year’ in the UK and Ireland.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?