Case Study: Carnival Updates WFM System

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Sabio has worked with the Carnival Corporation to update their WFM system and improve the customer journey.

The client

Carnival Corporation & plc is a global cruise company and one of the largest vacation companies in the world. The company’s portfolio of cruise brands includes P&O Cruises.

The problem

Choosing a cruise on one of Carnival’s ships represents an important decision for customers, and it’s important for the company to engage successfully with both potential and existing customers at every stage of their journey.

“As an organisation we’re committed to delivering personalised experiences to our customers, and the conversations that take place within our contact centre are critical to our understanding of the customer journey,” said Julie Warne, Head of Customer Contact Centre at Carnival UK. “Given the seasonal nature of our business, it’s critical that we have the right resources in place to handle customer demand at different stages of the year. In some months, for example, we might be receiving twice as many calls as others.”

“We had a Workforce Management solution in place to support our resource and planning requirements for our 250-agent contact centre; however, we had reached a stage where the software really wasn’t correctly configured to meet our requirements,” Julie continued. “With seasonal volumes, for example, it was important for Carnival to be able to offer annualised hours to agents – however, the solution we had in place couldn’t support this.”

The solution

Sabio’s Workforce Optimisation Consultancy team worked closely with Carnival’s Resource & Planning team to resolve the company’s specific WFM concerns that were limiting the performance of its original software installation.

Once these projects were completed, Sabio then helped Carnival move towards its deployment of a next-generation Avaya Aura Workforce Optimisation implementation incorporating Workforce Management, Call Recording and Quality Monitoring.

The results

When the latest version of the solution is fully deployed, Carnival UK expects to take advantage of a range of advances including improved levels of real-time adherence, full support for annualised hours, as well as the ability to generate more meaningful ‘what-if’ scenarios.

Julie Warne

Julie Warne

Agents also expect to benefit from features such as self-service holiday booking and shift swaps, which will provide them with greater control over their schedules.

“WFM enables us to have the right people in the right place at the right time, but it’s further aspects such as Quality Monitoring and Coaching that will make sure we make the best use of that time,” continued Julie. “We’re really excited that our team leaders will be able to tie Quality Monitoring activities directly to the Customer Experience we offer.”

For more information about Sabio, visit their website.

Author: Megan Jones

Published On: 12th Nov 2014 - Last modified: 12th Dec 2018
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