Case Study: Fexco improves customer experience and agent performance with Bxp Software

Bxp provides immediate improvement in customer experience

Fexco, a major Irish outsourcing provider, sought to improve its customer service processes by measuring agent performance on phone calls against specific criteria like compliance and customer experience. They needed a flexible quality assurance solution tailored to their own priorities. They partnered with Bxp Software for its integrated eLearning and QA product.

Bxp Software implemented a customizable assessment system with intelligent grouping, weighted scoring, and critical fail flags. This allowed Fexco to immediately link low scores to specific training materials, creating personalized plans for agents. The solution drove the fastest performance improvement Fexco had ever experienced, leading to better first call resolution, increased agent knowledge, and identified areas for training improvement.

Fexco

Mary O’Sullivan

Quality & Change Manager