Carnival Cruise Line Results •  Impr ovedfirstcontact r esolutionforfewerr epeat calls,whilealsoimpr oving operationalefficiencyand guestsatisfaction. •  Achievedabetter -than- industry-standar dsurvey participationrateof25% to30%. •  V alidatedhighcustomer experienceratings,while identifyingopportunitiesfor continuedimpr ovement. Opportunity Carnival Cruise Line was founded in 1972 with the idea of being able to give everyone a memorable experience at a great price. Today, “The World’s Most Popular Cruise Line” carries 5.4 million passengers annually. Carnival Cruise Line’s contact center handles 10 million calls a year, approximately seven million for service and three million for sales. Carnival Cruise Line is committed to customer satisfactio

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