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.
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.