A massive thank you to everyone who’s volunteered directly, or offered up team members, to support our Contact Centre Operations (CCO)! Volunteers from across the business have already responded to more than 6500 Guest mails over the last six days showing how truly Guest obsessed we are.
As you can imagine this has been no mean feat as we’ve now completed stage one of the volunteer support programme, focusing on the teams who have the system access and skills to prioritise and manage the deferral of bookings and do everything possible to deliver a fantastic Guest experience.
Lead by Sam Cole and Andrea Reeves the CCO, L&D, IT and Onboard Revenue teams have created new processes, set up CCO remote buddies, provided training, hardware and system access for almost 100 people across our CUK community including:
- Finance – 18 people in the team have been set up with CORe access and will be managing and responding to all Guest queries relating to on board accounts and refunds.
- Guest Experience – 12 people have been set up with CRM access and provided with training to support and respond to Guest complaints.
- Fleet – 17 of the Loyalty and Future Cruise Sales teams are being trained and set up with ‘soft phones’ to manage upgrades and changes to booking via POLAR as the fleet teams return to Southampton.
- Revenue Management – 12 of the team are supporting the cancellation of cruises departing before 11 April.
- 40 volunteers across the wider business continue to support Guest emails, completing triage and responses to release CCO capacity to support calls and specialist queries.
What’s next?
Over the coming days we’ll be working on the next stage of the programme and will be matching volunteer capacity to the immediate tasks before getting back in touch directly with individuals to arrange training and set up.
We’re trying to balance running the Contact Centre operation at the busiest time its ever had with training volunteers, so thank you for everyone’s patience – especially if you’ve offered to help and we haven’t been able to bring you in straight away.
Supporting our Contact Centre team to work remotely
Wednesday was the first ever day that the Contact Centre ‘worked from home’ with nearly 80 members of the team logged in remotely. Given that only a few weeks ago we had just 16 official home workers its been a remarkable effort from the CCO, Technology and other teams across the business to organise, build and ultimately execute this capability. This number will continue to rise over the coming days and we should get to a final number of c.180 fully equipped staff ready to work from home by Monday next week.
A massive thank you again to everyone who’s been involved in helping our Contact Centre!