See how DVSAnalytics has helped optimize Arrivia

Who is Arrivia?

Formerly known as International Cruise and Excursions (ICE), welcome to our fresh new name (and new look too). Through our recent acquisition of SOR Technology and WMPH Vacations, we’ve united and advanced our technology stack, products and services into a powerhouse organization.

We’re proud partners with the some of the biggest brand names—expanding their customer reach and revenue streams, all through arrivia’s unique travel solutions. So explore our fresh new look and how arrivia can help propel your business for a stronger tomorrow.

The Challenges

As with any high-end hospitality business, competition is ever present and customer service is a major differentiator. arrivia faced the challenge of continuously improving the quality of agent/customer interactions in their busy contact center Achieving that level of service isn’t easy in a high-volume contact center like arrivia , which employs up to 1,300 agents during its busy season. arrivia approached this challenge by focusing on developing extensive agent training programs for both new and existing agents.

Improvements in Performance

Initially, some managers were skeptical about the new solution, believing it would interfere with productivity. The results, however, were dramatic. As shown by the orange indicators in the graph below, performance improved an average of 37%!

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