Call Center Simulation and CSFI help keep 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. Incentives include catered lunches,
a fitness center, free cruises, and advancement opportunities. Despite
these perks, agents were leaving at a rate of approximately 63% per year.
Margo Watkins, Regional HR Consultant, attributes much of the turnover
to the difficulty of evaluating applicants.
To accurately gather more information about each
applicant’s skills and to identify the applicant’s fit for the job,
Royal Caribbean implemented EASy Call Center Simulation and Customer
Service Fit Index (CSFI).
Agent turnover dropped 57 percent in eight months
after implementing the new hiring system. Agents also began handling more
calls—averaging 80 to 90 calls a day during an eight-hour shift. In addition,
the call center began receiving calls that previously had been directed to
an outsourcer, representing an additional 1,100 calls per day or
approximately 300,000 extra calls per year. Discover how EASy Call Center Simulation
and CSFI can help you hire,
develop, and retain the best call center agents.
Click here to request additional information or contact an EASy representative at 888.332.0648.