In May 2023, the Customer Contact Centre for FMI, the EFMP Irish Partner, achieved a significant milestone by securing the Bus Éireann National School Transport program. This significant account set the challenge of delivering comprehensive customer support services to families seeking to enroll their children in the school bus program in Ireland. With high demand and limited availability, the task for the FMI Contact Centre was to inform and help consumers effectively navigate challenging situations.
In order to meet the diverse needs of the School Transport program, FMI designed a meticulous omnichannel inbound experience. This comprehensive approach ensured that the team were able to seamlessly offer support through live web chat, phone support, and email.
The full omnichannel approach allowed families to engage with dedicated representatives the channel that best suits their preferences.
Positive Impact and Trust Building:
Since the inception of the campaign in May 2023 through to November , the School Transport campaign has demonstrated notable success, evident in a significant reduction in social media noise. FMI's Contact Center effectively handled 48,512, calls in the 7-month period. On average each call took just over 4 min, and over 80% of all calls were answered in under 60 seconds, showcasing the efficiency of the omnichannel strategy. During the campaign the agents handled 18,000 online chats with an average score of 80%. At the peak of the campaign FMI contact center agents were managing 200 calls per hour.
The tangible impact of FMI's efforts is reflected in the achieved results, however, to deliver this level of service comes down to FMI's meticulous attention to detail, prompt and effective communication, and a proactive approach to problem-solving. Every interaction reflects FMI's commitment to excellence—a demonstrated reality rather than a mere claim.
This success is not merely a triumph in numbers; it serves as a testament to FMI's dedication, innovation, and commitment to delivering exceptional service. As FMI continues their transformative journey, the focus remains on technology implementation, including AI integration and live omnichannel reporting.
In collaboration with Bus Éireann, FMI aims to set new benchmarks in customer support and redefine excellence in the transportation industry. This success is not just a one-time accomplishment; it signifies a commitment to sustained growth and improvement over the coming years.
"This year was a good start, and we are excited to build on this success. This collaboration underscores our proficiency in delivering exceptional inbound campaign services with a keen emphasis on omnichannel communication—a true game-changer in today's customer service landscape." said Majella Flynn, Head of Contact Centre Operations at FMI.