Case Study: Three UK boosts remote call centre engagement with FMI Agency

Three UK boosts call centre engagement by 65% with FMI Agency

FMI Agency was approached by telecommunications brand Three UK with the challenge of reengaging and remotivating its call center staff during the pandemic. The employees were adapting to remote work, and Three UK wanted to foster a sense of community, support mental wellbeing, and increase product knowledge. The brief required a rapid turnaround, with a solution needed within just one week.

The solution implemented by FMI Agency was the creation of a private Facebook group named Recharge. This platform served as a community space for daily engagement through quizzes, challenges, and prizes. FMI Agency's campaign successfully achieved a 65% member take-up from the 200-strong team, with 130 staff actively engaging. The initiative was praised for reducing feelings of isolation and creating positive buzz across teams during the remote working period.

Three UK