Carnival UK Awards Case Study 2007: Flexible Resourcing at Carnival UK

How the need for seasonal flexibility created the chance to improve work-life balance, transforming the profile of resource planning.

See how Carnival UK handled 19% more calls with only 4% more people, through seasonal time-banking and increasing the part-time ratio from 5% to 25%, reducing abandon calls by 10% and increasing coaching time by 5%. As part of wider business changes, a new, larger resource planning team took the pressing need for flexibility and created a resourcing approach that took carnival to a 5-star rating for work-life balance and transformed the role and profile of the resource planning team.

  • 19% more calls with only 4% more FTE
  • 5-star rating on work-life balance
  • 5% more coaching time
  • Abandon Rate down 10%+

Read the full Case Study

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