Press Releases

New Customer Service Initiative in Place at NCL

Miami   -    Feb 7, 2007   ---   

In its ongoing effort to continually enhance customer service, NCL Corporation has implemented a quality performance management program in its reservations' call centers. The company has been working with TPG TeleManagement Inc. of Omaha, Neb., to measure and enhance the experience its customers have when calling NCL.

On average, NCL receives thousands of calls per day from travel agents pertaining to both individual and group reservations. TPG has been monitoring hundreds of incoming calls per week providing daily, weekly and monthly reports to NCL. The reports offer feedback and coaching advice to NCL's supervisors who use the information to further develop each agent's skills, in turn, enhancing customer service. The reports track nine behaviors, including the agent's willingness to help, knowledge of services, ability to use judgment and listening skills, along with ensuring caller satisfaction and building rapport. TPG has identified these nine areas as an index of customer experience behaviors that statistically correlate to customer satisfaction.

"Travel partners are critical to our success. It is essential that we offer the best possible customer service when they call our reservations department," said Andy Stuart, NCL's executive vice president of sales, marketing and passenger services. "By partnering with TPG, we can quantitatively and qualitatively measure customer service to ensure we are continuously raising the bar on the level of customer service we deliver. This is an investment in making sure we quickly become the best cruise line in the world to do business with."

NCL also consolidated the number of toll-free phone numbers it uses and reprogrammed the main menu phone prompts on those lines by prioritizing the most frequently used selections, which include individual and group reservations, GDS, support, along with premium air and shore excursions. In addition, NCL's new brand voice, heard in the company's television commercials, was used to record the phone prompts.

To better service travel partners making group reservations, NCL restructured the way group bookings are finalized to enhance efficiency. The company created a hotline for groups within finalization of their reservations and designated dedicated ship coordinators to handle the actual finalization.

"In enhancing travel agent customer service, we've taken a two-pronged approach focused on the quality of service we deliver, along with the process for delivering that service," said Crane Gladding, vice president of passenger services for NCL. "This ongoing initiative ensures that we are delivering friendly and efficient customer service to travel agents."

NCL has also engaged TPG in conducting a number of mystery shopping calls per week, where TPG representatives make reservations and then provide constructive feedback on how the call was handled.

TPG works with Fortune 500 service organizations that utilize call centers to provide customer service and sales support. Leveraging over 68 million behavior data points collected during the past 10 years for its Fortune 500 clients, TPG also provides an industry benchmark from which NCL can measure its customer service on a broader scale.

NCL Corporation Ltd. is an innovative cruise company headquartered in Miami, Florida, with a fleet of 15 ships in service and under construction. The corporation oversees the operations of Norwegian Cruise Line, NCL America, and Orient Lines. The company recently took delivery of its newest ship, Norwegian Pearl, and is currently building Norwegian Gem for delivery in October of 2007. In addition, NCL plans to build up to three new third generation Freestyle Cruising ships for delivery between 2009 and 2011. NCL is on target to have the youngest fleet in the industry by 2010, providing guests the opportunity to enjoy the flexibility of Freestyle Cruising on the newest, most contemporary ships at sea.

For high resolution, downloadable images, please log onto NCL's website at For further information on NCL Corporation, contact a travel agent or NCL in the U.S. and Canada at (800) 327-7030.


Vanessa Picariello
Senior Director of Public Relations
Public Relations Department
7665 Corporate Center Drive
Miami, FL 33126