Build colleague capability
Aegon’s advisors struggled to explain complex information in a simple way, leaving the customer with a negative experience.
The leadership team at Aegon wanted to embed and sustain the behavioural science interventions developed by Cowry within the organisation.
Our task was to transform contact centre conversations to help CSRs confidently navigate complex interactions and ensure customers could easily understand their options, act upon them, and feel confident in their decisions.
As a result, Aegon set out the requirements for a programme that had a foundational level for contact centre staff, an advanced level for Team Leaders and an ongoing support function for those that would take the discipline on within the business.
Our intervention touched upon four key areas:
Skills
Training agents to understand how their customers make decisions.
Scripts
Redesigning the order, language and amount of information presented to the customer.
Screens
Visually redesigning the scripts to make the agent’s job easier.
Space
Optimising the working environment to improve productivity and wellbeing.
According to Aegon's Employee Engagement Surveys, performance of the teams were massively improved and the training helped support employee engagement metrics.
Not only this, but Aegon saw:
But that's not all - for the same piece of work, we were the winner for the Most Effective Learning and Development programme at the 2017 European Contact Centre & Customer Service Awards.
Employee Engagment is at the heart of customers advocacy and has been key to our success
Colleen Nielson, Head of Platform Operations, Aegon