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
We’re delighted that The Forum awarded us the Innovation in Customer Experience award for our work with Aegon’s contact centres, training their team to use Behavioural Economics to transform their interactions with customers.
But that is 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.
The changes Cowry have made to our scripts make it easier to explain complex pensions in a simple way our customers can understand."
Claire Houstin, Senior Associate, Aegon Assist
19 December
Read how Cowry applied behavioural science for Aegon helping customers engage with their pensions through cognitive interviews.
18 December
See how Aegon embedded behavioural science with the help of the Cowry Academy
We’d love to chat to you about how to start applying behavioural science - book a slot below to catch up with Jez and find out more.
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Cowry Consulting Ltd is a registered member of the Global Association of Applied Behavioural Scientists.