cruise Archives - Arise

Revitalizing Cruise Industry Customer Care

Tone Stray — Thu, 02 Nov 2023 01:33:06 +0000

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

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

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.

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

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.
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.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Revitalizing Cruise Industry Customer Care appeared first on Arise.

Cruise Industry Rebound

Tone Stray — Thu, 02 Nov 2023 01:01:18 +0000

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

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average revenue per call

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record-setting monthly cruise bookings

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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

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.
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

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.

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.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Cruise Industry Rebound appeared first on Arise.

Customer Service Excellence and Booking Support | Major Cruise Client

Tone Stray — Wed, 01 Nov 2023 18:32:19 +0000

Major cruise client fuels post-pandemic revival with the Arise® Platform

Case Study Background:

No industry was impacted more by the COVID-19 pandemic than travel and entertainment, especially cruise lines. In 2019, cruises generated $154.5 billion globally. That shriveled to $63.4 billion in 2020. But, cruises are bouncing back, with 2022 passenger levels predicted to be at 101% of 2019 capacity.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

In 2022, the cruise industry saw bookings return to pre-Pandemic levels. However, during Covid-19 nearly 600,000 cruise-affiliated jobs were lost, creating a still-present gap in customer service representatives across cruise lines of all sizes. 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.
Solution

The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who can 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 because they choose the organization they want to support.
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 agents have the support they need to deliver quality care to customers.

Result

The Arise® Platform delivered 100% of the FTE need for this cruise client from Q1-Q3 2022. The “Earn While You Learn” program improved agent certification rates by 100%. The learning and development improvements made by Arise also generated a reduction in call transfers from 17.9% down to 4.5% improving First-Call Resolution to 95%.

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

This major cruise client was at the mercy of wildly changing pandemic health and safety guidelines and the need to throttle up discounts to hit revenue projections. With demand up 45% compared to 2021, this major cruise client needed CX assistance quickly to meet the demand.
Solution

This major cruise client turned to The Arise® Platform and the power of flex capacity to ensure customers who have waited for more than two years to venture abroad the seven seas could book their cruises quickly. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide the high-quality care necessary to create world-class customer experiences. Because the network of Service Partners using The Arise® Platform is so vast, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers without exception.

Result

With less than 24 hours’ notice, The Arise® Platform added 700 additional hours to meet last-minute sales queue demands, ensuring that customers’ bookings were made successfully. This is just one of many ways The Arise® Platform’s adaptability to flex up to meet Brand’s goals continues to generate value.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Customer Service Excellence and Booking Support | Major Cruise Client appeared first on Arise.