Carnival UK Case Study - improved service, engaged staff and reduced costs
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Presenter: Julie Warne, Head of Customer Contact Centre, Carnival UK Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.
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Carnival UK Case Study - improved service, engaged staff and reduced costs
- 1. Carnival UK case study How the travel giant has improved customer service, engaged staff and reduced costs Julie Warne, Head of Customer Contact Centre, Carnival UK Customer experience seminar – Oct 2013
- 2. Carnival UK case study http://www.youtube.com/watch?v=ABz7E35vWOc
- 3. Background • • • • One of the worlds largest vacation company Fulfil over 10m passengers dreams a year Cruising is a complex business Carnival UK responsible for the two brands within one Customer Contact Centre • B2B & B2C relationships
- 4. Challenges “In 2008 and to date my challenge is to deliver great service, maintain staff engagement during a difficult economic environment, therefore reducing costs” 2008 The expected Increase Productivity Reduce calls Always... The unexpected
- 5. Thoughts…… • Streamline the Contact Centre (maintaining Customer Service) • Focus on Self Service • Focus on Expertise Voice calls •Remove calls with a low value Emails •Deliver consistent information Consumer Website •Provide greater value 24/7 Trade website •Customers/trade using the most cost effective channels
- 6. Transversal ? Very valuable Knowledge Very valuable Knowledge
- 7. Our approach…. • Engaged with transversal in 2008 – Created a knowledge base executive role – Launched internally shore side and evolved the content – Gave access to our ships crew • Deployed to our trade website in 2009 – Ask CCS.com • Deployed to our consumer website later in 2009 – Customers had to ask a question before an option to email us was is presented – Now deployed in social media
- 9. What do our customers ask? Do the crew leave the ship at night? Will my window be below the sea? Will you have a bicycle pump on board? Do I have to pay to go ashore? Can we go ashore independently? Do you do singles cruises (like a dating type cruise)? Will I get a chance to 'drive' the ship?
- 10. Benefits…. 450000 Hits By Entry Point 400000 350000 300000 250000 200000 150000 100000 50000 0 Dec-10 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Ask CCS Entry Views Internal Entry Views Cunard Entry Views P&O Entry Views
- 11. Benefits…. • Experiencing over 3million views a year • Have grown capacity and reduced headcount Capactity v FTE 8,000,000 300.00 7,800,000 250.00 7,600,000 200.00 7,400,000 150.00 7,200,000 100.00 7,000,000 50.00 6,800,000 2008 2009 2010 2011 Manpower Budget PBD's 2012 AV. FTE 2013
- 12. Benefits…. • Reduced our call volumes Call volumes 1800000 1600000 1400000 1200000 1000000 800000 call Volumes 600000 400000 200000 0 2008 2009 2010 2011 2012 • Building Expert within our Contact Centre • Consistent messaging to our customers
- 13. Benefits…. • Helps with the marketing messages to customer – Improved our pre cruise information – Improved our general website content • Customers love it! • Incident information • Operates 24/7 • Improved engagement within the contact centre • Key support to structure change on how Customer is supported through the CCC
- 14. Future plans…. • Introducing Multichannel – Web Chat – E - Forms – Click to Call • Key to integrate with the knowledgebase
- 15. Questions?