Case Study: a major cruise company boosts cruise bookings and customer service with Arise Virtual Solutions

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

Major Cruise Company turned to Arise Virtual Solutions as the cruise industry rebounded from the pandemic and demand for bookings surged. After losing hundreds of thousands of cruise-related jobs and facing persistent CX staffing shortages, the company needed skilled support quickly to keep up with returning travelers and unpredictable spikes in demand.

Arise Virtual Solutions addressed the challenge with The Arise Platform, using Gig-CX Service Partners, the “Earn While You Learn” program, and flexible intraday capacity to scale coverage fast. The results were strong: Arise delivered 100% of the FTE need from Q1-Q3 2022, doubled agent certification rates, cut call transfers from 17.9% to 4.5%, improved First-Call Resolution to 95%, and added 700 hours of support with less than 24 hours’ notice to handle last-minute sales demand.