For more than 50 years, SeaWorld has delivered extraordinary entertainment experiences that blend imagination with nature. Over 23 million guests visit its 12 well-known U.S. theme parks each year. In 2011, SeaWorld expanded its popular brands into media and entertainment including movies, television, and digital media.

To supports its guests, SeaWorld’s Orlando, FL-based contact centre is the front-line customer service hub for all of its theme parks. With a highly seasonal business, the number of agents, or ambassadors, ranges from a low of 125 in winter to a high of 300 ambassadors during spring and summer. The ambassadors take calls about a wide range of queries including questions about height requirements for various rides, purchasing vacation packages, and making reservations for school field trips.