Carnival Cruise Line
Opportunity
Carnival Cruise Line was founded in 1972 with the idea of being able to give everyone amemorable experience at a great price. Today, “The World’s Most Popular Cruise Line” carries
5.4 million passengers annually. Carnival Cruise Line’s contact center handles 10 million calls aSolutions

year, approximately seven million for service and three million for sales.

Verint® EnterpriseCarnival Cruise Line is committed to customer satisfaction. When guests called about a particularissue or concern, the company sprang into action to address the matter. However, with upper

Feedback Management –management wanting to understand whether or not guest feedback was representative of its

IVR Channel™

customer base as a whole, a more effective way to truly measure guest satisfaction was needed.

Solution
Carnival Cruise Line launched an analytics-driven quality initiative to evaluate agent performance

Industryin real-time and proactively identify opportunities for improvement. Using Verint® Enterprise
Feedback Management – IVR Channel™, the company conducted post-call surveys to assess
the quality of service and gain insights for improvement. The surveys were designed to measure

Hospitality, Travel,guests’ perceptions of their interactions with Carnival and understand the company’s proficiency

and Tourism

in resolving guests’ questions or issues on the first call.
“Our goal was to evaluate the customer experience as a whole,” says Brandon Roundtree,
Manager of Commercial Reporting & Analysis at Carnival Cruise Line. “It required a focused
effort and allocation of resources. By no means was it an ‘overnight process,’ but it was successful

Regionand did work out the way we anticipated.”
Working with Verint, Carnival developed surveys spanning customer satisfaction, agent perfor-EMEA and Americas

mance, and knowledge, measuring everything from how easy the agent made the interaction
to whether or not the issue was resolved. Separate guest service and sales surveys for travel
agents and direct agents help generate even more targeted insights.
Administered via a “warm agent transfer” to Carnival’s IVR system, the surveys use the samevoice – “Tina” -- that Carnival uses for its regular IVR prompts, since this was something
guests were accustomed to, Roundtree says. “We wanted a voice that people would
understand and recognize.”“Overall, we have been able to attach a survey to each agent skill, and then break
down skills by department and map them to uncover areas for CX improvement,”
adds Roundtree. “This effort has been invaluable to our business.”

Benefits

Results• Improvedfirstcontact
resolutionforfewerrepeatcalls,whilealsoimproving
operationalefficiencyand
guestsatisfaction.
• A chievedabetter-thanindustry-standardsurvey
participationrateof25%
to30%.
• V alidatedhighcustomer
experienceratings,while
identifyingopportunitiesfor
continuedimprovement.

“Using Verint Enterprise Feedback Management for post-call surveys helps
us make sure that each guest is getting the best customer service duringthat first contact. By solving first contact resolution, we can stop repeat
calls, which goes a long way toward ensuring customer satisfaction.”– Brandon Roundtree, Manager, Commercial Reporting & Analysis, Carnival Cruise LineThe Verint software has enabled Carnival to increase customer

More than 90 percent of surveys scored agents in the 4s or 5ssatisfaction while reducing costs through higher first contact(on a scale of 1 to 5), confirming that Carnival’s contact center

resolution. This translated to fewer repeat calls, enabling

performance was much better than the handful ofagents to more effectively handle Carnival’s growing bookanimated letters indicated, Roundtree explains. “But there wasof service.

still an area of opportunity within the other 10 percent, andthat became our focus for coaching.”

To help prevent agents from simply “cherry-picking” the best
calls for surveys, callers are transferred directly to the survey

Carnival employs a three-tiered approach to coaching, withonce the agent disconnects the call. As a result, the company

trend reporting, agent-level reporting, and email alerts.

achieved a survey participation rate of 25 to 30 percent, well

Agents see their survey scores immediately, so they stay ap-

above industry standards.

prised of their performance in near real-time. If a trend report
indicates an agent may be missing the mark, an email alert“Using Verint Enterprise Feedback Management for post-callfollows within 45 minutes of a call. If an email alert indicatessurveys helps us make sure that each guest is getting the best

the incidence of another underperforming call, the Carnival

customer service during that first contact,” Roundtree says.

coaching staff can contact the agent for proactive coaching“By solving first contact resolution, we can stop repeat calls,

and mentoring while the scenario is relevant and top of mind.

which goes a long way toward ensuring customer satisfaction.”

By employing this data-driven approach, Carnival can now
more effectively deploy coaching and skills training to thoseagents with the greatest need.

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