Case Study: a large cruise company achieves 95% contact resolution with Arise Virtual Solutions

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

Arise Virtual Solutions worked with a large cruise company that was facing a major customer care staffing gap as the industry rebounded from pandemic layoffs and booking demand surged. The company needed skilled support resources to handle high contact volumes, protect revenue, and serve high-value customers without losing business to competitors.

Arise Virtual Solutions provided The Arise® Platform and partnered with the client on specialized learning journeys, including Tier 3 curriculum and the “Earn While You Learn” program. These efforts cut transfers on the high-revenue customer program from 17.9% to 4.5%, enabled Service Partners to handle 95% of contacts without transfer or escalation, delivered 100% of requested FTE from Q1-Q3 2022, and improved certification rates by over 100%.