Fibrus Recognised by the ECCCSAs for Peak CX Leadership

Published 26/11/25 under:

In January 2025, Northern Ireland suffered its most devastating storm in 27 years. Generating red warnings and record-breaking gusts of up to 184 kph, Storm Éowyn caused an estimated €200 million in widespread damage as communities suffered power outages for days and even weeks. Some 270,000 homes and businesses lost broadband service, including 43,000 Fibrus customers. 

As events unfolded, Fibrus played a pivotal role in the government’s emergency response as its Belfast contact centre was tested like never before and led from the front, enacting a well-rehearsed business continuity plan.  

These achievements secured the Gold award for Most Effective Management of Peak Demand at the European Contact Centre and Customer Service Awards 2025.  

Many Fibrus customers live in rural areas and are elderly or vulnerable, making their broadband connectivity a vital lifeline for keeping in touch with friends and family. 

Acutely aware that staff could quickly become overwhelmed when inbound traffic tripled, Fibrus trained an extra 70 agents from field sales and other functions within the first 72 hours of Storm Éowyn. As soon as it was safe to do so, engineering crews hit the roads tirelessly fixing faults. Fibrus procured 600,000 km of fibre alone. In addition, 16 extra crews were brought in from England and partner operations.  

This award owes much to the resilient plans we had in place – and everything to the dedication of our brilliant people who were only just recovering from Storm Darragh several weeks before.

 

Thanks also go to our tremendous partners, Kerv and Genesys, who stood with us shoulder to shoulder and came up with a pay-as-you-go pricing model to support the burst capability we needed.

Marcus Gilmore, Senior Manager, Service Operations, Fibrus

It’s fantastic to see Fibrus once again being recognised as a customer experience leader consistently going above and beyond the call of duty. At this rate, they are going to need a bigger trophy cabinet!

Julian Barrow, MD at Kerv

The judges said that their resilience, agile, cross-functional mobilisation, innovative use of technology and a strong commitment to customer care and employee wellbeing, earnt them a lot of respect with their customers in their time of need.

To learn more about what gave Fibrus the edge for this award read our blog detailing Marcus’s presentation on this topic at CC Expo, or the full case study.

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