Customer Success: Catalina Express

Opportunity

Catalina Express began in 1981 when three Catalina Island residents realized the need for fast, reliable transportation to and from the island. In its first year of service, the company operated with one 60-passenger vessel.

Today, Catalina Express offers up to 30 daily departures on eight high-speed vessels, operating from Long Beach, San Pedro, and Dana Point. Today, more than 28 million passengers have set sail to Catalina Island aboard Catalina Express.

Solution

Steven Jones serves as the Workforce Manager for Catalina Express. He helped introduce Verint® Monet Workforce Management™ to the call center and trained his team of agents. Since then, he has been using Verint Monet daily, and the solution has proven to be a tremendous asset to the company.

“Forecasts were just way off before Verint Monet (Workforce Management solution), and a lot of them weren’t adjusted to our operations,” Jones recalls. “When we started feeding Verint Monet with the right food, it behaved the way it was expected.”

Benefits

One of the proudest moments for Jones was when he started diving into what Verint Monet Workforce Management could really do for the call center, and began to improve the performance as a whole. For instance, when the company began using Verint Monet Workforce Management, its service levels rose from 69 to 83 percent. Its average speed of answer also dropped from one minute to 30 seconds.

In addition, Catalina Express could now manage its call spikes better. Previously, spikes would last up to four hours, and with Verint Monet, they stopped after 15-20 minutes.

If Jones had to give a tip to his peers after his call center success story, it would be not to be afraid to experiment with what works and what doesn’t for your call center.

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