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Putting wind in cruise client’s “sales” with help from the Arise® Platform

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$ 0
average revenue per call
$ 0
record-setting monthly cruise bookings
0 %
boosts of tailored curriculum close rate

Case Study Background:

From the onset of the COVID-19 pandemic in 2020 to the present day, no industry has been on a wilder rollercoaster ride than travel and entertainment, specifically the cruise industry. For one cruise client, they were left without any choice but to lay off 75% of their team as cruising all but ground to a halt in 2020. However, when demand resurfaced, they needed skilled sales-minded Service Partners to help facilitate bookings, and they needed them quickly.

Use case #1

Service Partner on The Arise® Platform nets monthly record $1 million in cruise bookings

Challenge

Solution

  • cruiseship

    Challenge

    In 2022, the cruise industry is expected to rebound to 2019 passenger levels on its way to a 2023 forecast of 12% growth compared to 2019. Skyrocketing post-pandemic demand overwhelmed the small remaining fraction of this major cruise client’s inside sales team. As demand continued to explode, they needed specialized and highly trained Service Partners to ensure their sales weren’t lost to a competitor.

  • mother_child_cruiseship

    Solution

    By tapping into the power of the gig economy, The Arise® Platform provides access to over 70K skilled and certified Service Partners, capable of handling high-impact and revenue-generating sales contacts. The Service Partners on The Arise® Platform are, on average, more educated and more mature in comparison to traditional brick-and-mortar BPOs. Many of the Service Partners on The Arise® Network have previous specialized experience in specific industries, making them exceptionally qualified.

Result

Since January 2022, Service Partners on The Arise® Network have consistently exceeded the $4,000 revenue per booking goal, netting an average of $4,400-$4,500. Additionally, a Service Partner also set the monthly revenue record, hitting $1 million in sales, a threshold that had not been crossed in this client’s history.

Use case #2

Revamped Service Partner curriculum generates up to 30% close rate

Challenge

Solution

  • Cruise_Customer_Service_Success

    Challenge

    The cruise industry workforce was decimated during the COVID-19 pandemic, with nearly 600 thousand jobs removed from the industry. As pandemic travel restrictions continue to ease, the cruise industry is bouncing back to pre-pandemic levels, with 2022 forecasted to be at 101% of the 2019 capacity. With a limited workforce, this multi-billion-dollar cruise client needed assistance ensuring that their inside sales program was staffed with sales-enabled Service Partners, ready to book reservations worth thousands of dollars.

  • travel_customer_service_agent_globe

    Solution

    With speed and quality, Arise launched this new insider sales program in less than 60 days, including certification. As Arise successfully launched this sales program, a need for an even more specialized sales curriculum became apparent, as 90% of calls Service Partners handled came from travel agents, resulting in group sales, rather than individual customer sales. Once this insight was uncovered, Arise reworked the service agent certification curriculum to better suit these call types.

Result

At launch in January 2022, this insider sales program utilized 50 FTE and grew to over 60 FTE by April. Upon discovering the need for curriculum changes to better accommodate customer bookings, Arise tailored those learning journeys, with the Arise curriculum now used by the client’s internal teams. Once this new curriculum was implemented, the average close rate of 90-day Service Partners rose to 28-30%, nearly equal to the 30-32% close rate of those with 5 years’ experience.

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