Customer experience seminar – Oct 2013

How the travel giant has improved customer service, engaged staff and reduced costs

Julie Warne, Head of Customer Contact Centre, Carnival UK

Carnival UK case study

Carnival UK case studyhttp://www.youtube.com/watch?v=ABz7E35vWOc

• 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

Background

“In 2008 and to date my challenge is to deliver great service, maintain staff engagement during a difficult economic environment, therefore reducing costs”

2008The expected

Reduce calls Increase Productivity

Always...The unexpected

Challenges

• Streamline the Contact Centre (maintaining Customer Service)• Focus on Self Service• Focus on Expertise

Thoughts……

Voice calls

Emails

Consumer Website

Trade website

•Remove calls with a low value

•Deliver consistent information

•Provide greater value 24/7

•Customers/trade using the most cost effective channels

Transversal ?

Very valuable Knowledge

Very valuable Knowledge

• 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

Our approach….

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?

Benefits….

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-120

50000

100000

150000

200000

250000

300000

350000

400000

450000

Ask CCS Entry Views Internal Entry Views Cunard Entry Views P&O Entry Views

Hits By Entry Point

• Experiencing over 3million views a year• Have grown capacity and reduced headcount

Benefits….

2008 2009 2010 2011 2012 20136,800,000

7,000,000

7,200,000

7,400,000

7,600,000

7,800,000

8,000,000

-

50.00

100.00

150.00

200.00

250.00

300.00

Capactity v FTE

Manpower Budget PBD's AV. FTE

• Reduced our call volumes

• Building Expert within our Contact Centre• Consistent messaging to our customers

Benefits….

2008 2009 2010 2011 20120

200000

400000

600000

800000

1000000

1200000

1400000

1600000

1800000

Call volumes

call Volumes

• 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

Benefits….

• Introducing Multichannel– Web Chat– E - Forms– Click to Call

• Key to integrate with the knowledgebase

Future plans….

Questions?