We are delighted to announce that FMI Customer Contact Centre has secured an important account win to provide comprehensive customer support services to Bus Éireann for their School Transport programme. This contract win highlights our expertise in delivering first class inbound campaign services with a strong focus on omnichannel communication.

The School Transport program requires a wide range of services, including call answering, query management, and efficient escalation procedures. The campaign has been designed as a full omnichannel inbound experience, ensuring families have easy access to support via live web chat, phone support, and email.

At the heart of the School Transport campaign are the children and families who rely on this vital service. Our goal is to ensure that the transportation experience for these families is as smooth as possible. The campaign is set to be active for five months each year over a three-year contract duration, providing sufficient time for us to understand their needs and offer personalised support.

Having Started in May 2023, we are pleased with the success of the School Transport campaign so far. One of the key metrics that illustrate our impact is the significant reduction in noise on social media platforms. By swiftly addressing queries and concerns through multiple communication channels, we have created a positive atmosphere and nurtured the trust and confidence of parents and guardians.

At FMI Customer Contact Centre, we firmly believe that the key to outstanding customer support lies in embracing technology and innovation. Through our omnichannel approach, families can engage with our dedicated representatives via live web chat, phone calls, or email – whatever suits their preference. This personalised experience leaves a lasting impression and sets the stage for long-lasting customer satisfaction.

“I am thrilled to share my experience working with FMI and their team. From the moment we engaged in a partnership, to look after our School Transport Call Centre their commitment to delivering the very best service for us has been exemplary. The team have consistently gone above and beyond to meet and exceed our expectations and the expectations of our customers. The added facility of offering a call back service for our customers has really improved our Customer Experience. Their attention to detail, prompt and effective communication with us, and proactive approach to problem-solving have made every interaction a positive and productive one. FMI consistently deliver exceptional service,  and a genuine commitment to our customers. They have proven time and again that they are not just a supplier, but an invaluable asset to us.”   Michelle Peacocke, Head of Customer Experience, Bus Éireann

The three-year contract with Bus Éireann is not just about business; it’s about fostering a strong partnership to provide unparalleled support to families. For FMI Customer Contact Centre, this long-term commitment means stability, allowing us to invest in top talent and cutting-edge technology to continually enhance our services. In turn, Bus Éireann can rely on our in-depth knowledge and experience with the school transport program, ensuring seamless customer experiences.

Providing comprehensive customer support services to Bus Éireann’s School Transport programme is a testament to our expertise and dedication to delivering exceptional service. Our omnichannel approach, coupled with the three-year contract, empowers us to improve the experience of families relying on the school transport system. As we continue on this journey, we remain committed to reducing social media noise, providing prompt query resolution, and leaving a positive impact on the lives of the families we serve. Together with Bus Éireann, we strive to set new benchmarks in customer support and redefine excellence in the transportation industry.

We are delighted to announce that FMI Customer Contact Centre has secured an important account win to provide comprehensive customer support services to Bus Éireann for their School Transport programme. This contract win highlights our expertise in delivering first class inbound campaign services with a strong focus on omnichannel communication.

The School Transport program requires a wide range of services, including call answering, query management, and efficient escalation procedures. The campaign has been designed as a full omnichannel inbound experience, ensuring families have easy access to support via live web chat, phone support, and email.

At the heart of the School Transport campaign are the children and families who rely on this vital service. Our goal is to ensure that the transportation experience for these families is as smooth as possible. The campaign is set to be active for five months each year over a three-year contract duration, providing sufficient time for us to understand their needs and offer personalised support.

Having Started in May 2023, we are pleased with the success of the School Transport campaign so far. One of the key metrics that illustrate our impact is the significant reduction in noise on social media platforms. By swiftly addressing queries and concerns through multiple communication channels, we have created a positive atmosphere and nurtured the trust and confidence of parents and guardians.

At FMI Customer Contact Centre, we firmly believe that the key to outstanding customer support lies in embracing technology and innovation. Through our omnichannel approach, families can engage with our dedicated representatives via live web chat, phone calls, or email – whatever suits their preference. This personalised experience leaves a lasting impression and sets the stage for long-lasting customer satisfaction.

“I am thrilled to share my experience working with FMI and their team. From the moment we engaged in a partnership, to look after our School Transport Call Centre their commitment to delivering the very best service for us has been exemplary. The team have consistently gone above and beyond to meet and exceed our expectations and the expectations of our customers. The added facility of offering a call back service for our customers has really improved our Customer Experience. Their attention to detail, prompt and effective communication with us, and proactive approach to problem-solving have made every interaction a positive and productive one. FMI consistently deliver exceptional service,  and a genuine commitment to our customers. They have proven time and again that they are not just a supplier, but an invaluable asset to us.”   Michelle Peacocke, Head of Customer Experience, Bus Éireann

The three-year contract with Bus Éireann is not just about business; it’s about fostering a strong partnership to provide unparalleled support to families. For FMI Customer Contact Centre, this long-term commitment means stability, allowing us to invest in top talent and cutting-edge technology to continually enhance our services. In turn, Bus Éireann can rely on our in-depth knowledge and experience with the school transport program, ensuring seamless customer experiences.

Providing comprehensive customer support services to Bus Éireann’s School Transport programme is a testament to our expertise and dedication to delivering exceptional service. Our omnichannel approach, coupled with the three-year contract, empowers us to improve the experience of families relying on the school transport system. As we continue on this journey, we remain committed to reducing social media noise, providing prompt query resolution, and leaving a positive impact on the lives of the families we serve. Together with Bus Éireann, we strive to set new benchmarks in customer support and redefine excellence in the transportation industry.

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