Customer Success: Catalina Express

Catalina Express Boosts Efficiency and Lowers Abandoned Calls with Monet Software

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. More than 28 million passengers have set sail to Catalina Island aboard Catalina Express.

The Opportunity and Challenge

As with many businesses that utilize a call center, Catalina Express struggled with such challenges as scheduling agents, reducing shrinkage and lowering the number of abandoned calls.

A decision was made to explore a workforce management software solution, and after a review and investigation process, Monet Software was selected as the provider.

Sometime after Monet WFM Live was implemented, the company’s management team changed. The new team took a fresh look at how the call center was functioning and how Monet was achieving the tasks for which it was acquired.

Catalina Express call center manager Mary Anne Loob described the situation: “The challenge at Catalina Express was the investigation of our own inefficiency. The first question was how well do we know our own operation? The second question was how well do we know Monet? The answers to both questions were surprising. We knew neither very well.”

Results

Once these queries were addressed, a more accurate input of metrics into Monet resulted in a better call center.

“Just plunking in a few numbers and not adjusting all parameters to fit the call center metrics will not allow the user to enjoy an ease of scheduling, or receive the amazing operational data necessary to run an efficient operation – for cost benefits as well as customer satisfaction,” Loob said. “These last few months of truly exploring what we can do with Monet have really enlightened us.”

Among the results achieved:

  • Call spikes that previously impacted service for up to two consecutive hours are now being better managed, so any drop lasts just 15-30 minutes before service levels are restored
  • Shrinkage levels have dropped
  • Average speed of answer was reduced from 51 seconds to 37 seconds, a 25% improvement
  • Service levels increased from 69.6% to 81.7%

Changes in schedule development were particularly significant. Catalina Express had operated its call center with a 40-hour week for nearly every agent. This proved inefficient because lunch breaks would begin to overlap, leaving less agents available to take calls.

The company now utilizes a 34-hour week for every agent. “This allows us to still schedule some agents for 8 hours on each day. While those 8-hour agents are taking their lunches, we have agents with shorter shifts available to ‘cover’ the missing bodies. Those agents with the shorter shifts are then off once the lunch stretch is complete,” call center analyst Steven Jones explained.

Return on investment

“Now that we are feeding more relevant information to Monet, we are able to produce more effective schedules,” Jones said. “We are already abandoning almost 2,000 less calls than a year ago. That’s more than 30% less.

We are very proud of our operational improvements that have been made in such a short time. This is all due to better understanding Monet and our business. Thank you for such a fabulous product. - Mary Anne Loob, Call Center Manager, Catalina Express

About Monet WFO Live

Monet Software is a global provider of workforce optimization software solutions for call centers. Monet’s cloud-based solution, Monet WFO Live, is an affordable and easy to use call center optimization software solution, which includes workforce management, quality monitoring, analytics and performance management. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software. With Monet WFO Live customers get all the benefits of Monet’s WFO platform:

  • Affordable: Low per user fee, minimal capital investment, no hidden costs
  • Fast set up: Get started within 60 days, easy-to-learn and use
  • Complete functionality: Workforce Management, Quality Monitoring, Analytics and Performance Management
  • IT friendly: Secure and cloud-based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance
  • Corporate website: www.monetsoftware.com

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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