Cruise Slient “Sails” to New Success with Innovative Learning Journeys

of all contacts handled

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FTE delivered

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Improved certification

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Case Study Background:

In 2019, cruises generated a total of $55.5 billion in economic impact just in the US alone. With the onset of the COVID-19 pandemic, there was no other option but to lay off large portions of the workforce. However, as the cruise industry started roaring back to life in 2021 and 2022, this created a sizeable gap in customer care resources to handle contact volume, creating a risk of losing sales to the competition.

Use case #1

The Arise® Platform resolves 95% of contacts without transfers or escalations

Challenge

Recovering from pandemic layoffs amidst a historic labor shortage left this cruise client with a huge gulf in their customer care department. With the cruise industry forecasted to bounce back to 2019 booking levels, this client needed high-quality CX resources to ensure customers were cared for and revenue targets were met. As a long-term client of The Arise® Platform, they knew just where to turn to for assistance handling specialized and high-revenue customers.

Solution

Partnering with The Arise® Platform has many benefits, including access to over 70K highly skilled Service Partners and industry-leading virtual-first learning experts. Arise partnered with this client’s internal team to create “Tier 3” curriculum focused on delivering great service for their highest-value clients. This curriculum included a focus on reducing transfer volume, assisting with escalated calls, and creating a more positive support experience. This learning journey allowed Performance Facilitators to enable Service Partners on The Arise Platform to achieve revenue goals.

Results

This high-revenue customer program reduced transfers from 17.9% to 4.5%. Through this effort, Service Partners on The Arise® Platform can now handle 95% of all contacts without transfer or escalation.