- Our approach
- About us
Aegon wanted to transform their contact centre conversations using behavioural science, tapping into human psychology to identify the pain-points in their current exchanges between customer and agent, and translate these into genuinely enjoyable interactions.
Having identified that they needed to overhaul their telephone interactions, we helped Aegon conduct an audit of their existing call scripts, optimising the content to remove the jargon and make the dialogue more human.
Transform customer experiences
Interactions with contact centres can be arduous and time-consuming. Advisors often fail to explain complex information in a simple way, leaving the customer with a negative experience.
Our task was to transform contact centre conversations to help Contact Centre agents confidently navigate complex interactions and ensure that customers could easily understand their options, act upon them, and feel confident in the decisions they had made.
We used our Award Winning conversations programme to help Aegon employees have better conversations. We achieved this through:
Skills - Training Aegon's call centre operatives to understand how their customers make decisions
Scripts - Redesigning the order, language and amount of information presented to the customer
Screens - Redesigning the look and feel of the scripts to make the operative's job easier
Space - Optimising the working environment to improve productivity and wellbeing