Welcome to Customer Services

FEXCO has provided Customer services since 1994 and currently handles in excess of two million customer contacts per annum in a range of languages. Operating from two Contact Centres in Ireland, located in Killorglin and Cahirciveen. The current capacity for these Contact Centres is approximately 400 seats with a potential capacity of approximately 600+ seats. FEXCO's clients include Western Union Money Transfer and Bord Gáis Eireann.

Accredited operations:

FEXCO is committed to providing Contact Centre Services of the highest quality to all its customers. This is achieved through adhering to policies set out by ISO 9001:2000, the Customer Contact Association's Standard Framework for Best Practice©, and Excellence Through People. Our understanding that our contact centre represents the public face of our partners fuels our passion to deliver outstanding results. We focus on providing the following services:

Award winning performance:

FEXCO’s recent success of being awarded the CCA UK (Customer Contact Association) Excellence Award for Contact Centre of the Year as partners of Bord Gáis Networks illustrates how we work to ensure high standards are consistently achieved and that customers are satisfied in their dealings with us.

This success was reiterated at the CCMA Ireland (Contact Centre Management Association) Irish Contact Centre & Shared Services Awards, when FEXCO as contact centre partner of Bord Gáis Networks, took the award for Best Small or Growing Contact or Shared Services Centre and with customer satisfaction monitoring partner, W5, took the award for Best Quality Measurement Programme. See Press Release

Capacity availability:

FEXCO Contact Centre systems and telephony capability are highly resilient and our advanced network serves to meet the varying needs of our internal and external customers and client partnerships. We avail of maximum service availability of the telecommunications services through use of all transmission media available, and provision of negotiated SLAs with our suppliers.

Proven experience:

FEXCO process calls and e-mails from Customers of Western Union or potential Customers of Western Union in the Germany, France, the Netherlands, Austria, Spain, Italy, the UK and Ireland who initiate money transfer transactions with Western Union.

FEXCO provide Administration, Credit Management and Customer Services to Bord Gais.

FEXCO has managed Consumer Helplines on behalf of a number of Global brands such as Coca Cola, Diageo, Kerry Foods and Unilever. We have a dedicated team in our Caherciveen centre that manages product information and consumer contacts via phone, post and email.

Other services we provide in this area include:

• Marketing campaign management;
• Outbound calls – recruiting consumers on behalf of individual brands;
• Fulfilment – information packs, promotional items, coupons, compensation payments, booklets, CDs, etc;
• Email management – general email queries;
• Sponsorship correspondence requests;
• Coupon/rebate processing – special offers or competitions related to various brands/products;
• Short Message Service (SMS) projects
• Crisis Management/Product Recall – this requires maximum escalation procedures to be exercised within moments. Strict guidelines are followed by the team in line with agreed instructions from the Client, so all Stakeholders are immediately aware of the problem. FEXCO can respond quickly in an out-of-hours situation to ensure this service is supplied.



Please contact dbeausang@fexco.com if you wish to discuss any opportunities that FEXCO Business Services may be able to assist you with.