Customer Testimonial: Cruise118
Mal Barritt, Director Cruise118 and his Call Centre Team
Established in 2008, Cruise118 aims to deliver everything you would expect from a cruise retailer; the latest information about cruise holidays, advice on which cruise line and cabin type to take and great deals. It also aims to deliver more. Customer research shows that the quality of service expected and delivered on the actual cruise ships is lacking in cruise retailing. Cruise118 has therefore built a strong service ethic into the heart of its business and created the concept of the "cruise concierge".
Video 1: Implementing "The Cruise Concierge"
When you contact Cruise118 you will speak to one of their cruise concierges – they are trained and dedicated to delivering exceptional, personalised service to you. Your cruise concierge will be with you from your first point of enquiry all the way through your booking (and then again when you’re planning your next cruise). Cruise118 use ContactWorld, NewVoiceMedia's platform for Hosted Contact Centres...
"I was overwhelmed by ContactWorld in a number of ways: how we could save money and more importantly how it integrated into our business processes."
Mal Barritt Director Cruise118
The Cruise Concierge takes advantage of ContactWorld's 'Individual Caller Treatment', the ability to route each caller in special ways, to give targeted upselling and cross-selling messages if they are in-queue, and to boost revenues by transforming the customer experience at every opportunity. Even more impressive? The team at Cruise118 don't use any system integrators or consultants to manage the system - they do everything themselves!
Video 2: An agent's perspective
The Agents Perspective
"It's very important to us that the first time we speak to a customer we keep that customer forever"
Mal Barritt, Director Cruise 118
In this three minute video Mal discusses his 'Concierge Service' strategy and how NewVoiceMedia ContactWorld has been used to implement Individual Caller Treatment. The contact centre agents talk about their experiences with the system and highlight the benefits they see when talking to their customers...
Click here for the next video... "What is it like to train on ContactWorld?"