Case Study: Royal Caribbean Cruises achieves 57% turnover reduction and absorbs 300,000 extra calls with Employment Technologies' EASy Simulation and Call Center Fit Index

Increased Call Volume, 57% Turnover Reduction

Royal Caribbean Cruises, one of the world’s most popular vacation cruise lines, faced a severe contact-center attrition problem: agents were leaving at roughly 63% annually, jeopardizing service continuity as call volumes rose. To improve hiring quality and retention, Royal Caribbean partnered with Employment Technologies.

Employment Technologies implemented its EASy Simulation for Contact Center Agents and the Call Center Fit Index to predict which applicants would perform and stay. The solution reduced turnover by 57%, kept staffing steady while agents handled 80–90 calls per day, and allowed the center to absorb about 300,000 calls per year that had previously been outsourced.

Royal Caribbean Cruises