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Cruise client “sails” to new success with innovative learning journeys

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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

Solution

  • individuals_collaborating

    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.

  • young_woman_cruise_ship

    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.

Result

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.

Use case #2

Innovative learning plans improve Service Partner certifications by 100%

Challenge

Solution

  • man-instructor-led-learning

    Challenge

    In 2022, the cruise industry is forecasted to be at 101% passenger volume compared to 2019 levels. The industry is finally back! However, in 2020, nearly 600,000 cruise-affiliated jobs were removed from the workforce, creating a still-present gap in cruise organizations of all sizes, especially in customer service. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.

  • Arise_Cruise_Industry_Success

    Solution

    The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity for the organization they provide care for.

    The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring Service Partners have the support they need to deliver quality care to customers.

     

Result

The Arise® Platform delivered 100% of the FTE requested for this cruise client from Q1-Q3 2022 and the “Earn While You Learn” program improved Service Partner certification rates by over 100%. This success ensured that Service Partners could Be There, Be Aware, and Be Essential for this client’s customers.

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