Royal Caribbean Cruises
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Increased Call Volume, 57% Turnover Reduction
CHALLENGE – Keeping Agents on Board
Royal Caribbean Cruises Ltd., one of the world’s most popular vacation cruise lines, offers call center agents compelling reasons to stay with the company. Despite these perks, agents were leaving at a rate of approximately 63% per year.
SOLUTION – EASy Simulation® and Call Center Fit Index
To accurately predict which applicants would excel and remain on the job, Royal Caribbean implemented EASy Simulation for Contact Center Agents and the Call Center Fit Index.
RESULTS – High Call Volume and Retention
- 57% decrease in turnover
- Staffing remained constant even as call volume steadily increased to highest levels
- Agents averaged 80 – 90 calls per day
- The call center began receiving calls that previously had been outsourced, representing 300,000 extra calls per year
Engage, hire, and retain top-performing contact center agents. Click to learn more.
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