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Running a school bus call centre isn't like running
a standard call centre. It enables an effective communication link
between drivers, parents and schools to ensure pupils are accounted
for every step of the journey.
Another responsibility of the call centre is general
administration of the scheme such as producing pupil registers,
passes and permits and correspondence with parents.
Metro currently has three full-time call centre operators
dealing with around 60 primary school buses, although during the
peak times of 8.00-9.00 and 15:00-16:00, additional people are
drafted in from the wider departmental team to help deal with
calls. The call centre operation is supported by revenue from
private hire use of the yellow bus.
Do not underestimate the extra care primary school
pupils require. In fact, serving 2,000 primary-age children
requires more organisation and attention to detail than looking
after the other 40,000 secondary school bus users.
The Mybus scheme was sold to parents on the basis of
"the moment they leave your care we'll take full responsibility",
and delivering on this promise demands a new level of excellence
with no room for error.
Back to main page: How to develop a
Dedicated School Bus Scheme