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.
Personal Brand Exploration Presentation Eric Bonilla
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
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?
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