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Behavioural science for call, contact and service centres

Psychology, economics and neuroscience-backed strategies that boost, encourage or shift customer and employee behaviour

Learn More

Behavioural science for call, contact and service centres

Psychology, economics and neuroscience-backed strategies that boost, encourage or shift customer and employee behaviour

Learn More

Impact

Behavioural sales training

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

With the aim of boosting uptake rates of learning courses, sign up emails were analysed and redesigned, leading to increased sign ups by 30%, increased open rates by 7% and improved interaction with the call-to-action by 21%.

Decreasing outflows and encouraging customer loyalty

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

The team designed behaviourally-informed contact centre cue cards. Pilot results found a 15.4%-point decrease in the average proportion of money disinvested equivalent to a R25,177,138 increase in policy value conserved and a 7.9% increase in NPS

Nudging customers to use debit orders, rather than cash

The team piloted 3 variations of a message delivered by contact centre agents (with a customer sample of 60,000). The best performing script increased missed monthly payments by 33%-points.

Setting foundations of culture

Nudging customers to use debit orders, rather than cash

Worked with call centre teams to create social cohesion by introducing social contracts, team identities, responsibility opportunities and unique incentives. After 4 weeks, productivity increased by 10%.

Call centre optimisation

Setting foundations of culture

Call centre optimisation

Structuring the call centre teams in a large insurer to boost productivity showed significant results. Matched groups handled 1.9% more cases, conserved 7.72% more premiums, and contacted 5.84% more customers compared to randomly assigned groups.

Metrics we target

Customer behaviours

Collections & Customer Commitments

Promises-to-Pay (PTP) rate
Broken PTP rate
Kept PTP rate
Average payment amount per PTP
Debtor follow-through rate
Shift customers to debit orders
Increase negotiation adherence

Operational Efficiency & Quality

Productivity rate per hour/day
Boost positive customer sentiment (CSAT/NPS)
Script compliance
Increase negotiation adherence

Sales & Retention

Conversion rate
Upsell/cross-sell rate
Customer retention rate
Call-to-close ratio

Employee behaviours

Mindset & Behaviour Change

Self-reported confidence and self-efficacy (via pulse surveys)
Encouraging intrinsic motivation
Rewards & incentives
Reframing mindsets (e.g. "I'm an agent" to "I'm a financial helper"

Agent Training & Coaching

Boost objection handling
Basic - Intermediate active listening
Body language & tone of voice
Energy management
Basic - Advanced emotional stability (bounce back) training
BE 101 / 102 - Basic to intermediate customer decision making
Probing - The surprising power of questions
Tactics that BACKFIRE!

Manager Training & Coaching

Giving feedback that boosts performance
BE 103 - Advanced customer/employee decision making
Conflict management
Personal & professional goals setting and self improvement

Peak-end rule

The peak–end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

ThriveBPO

South Africa

kevin@thrivebpo.com

Hours

Open today

09:00 – 17:00

ThriveBPO

Behavioural science for call, contact and service centres

Behavioural science for call, contact and service centres

Hi!

Welcome to ThriveBPO

Our clients and partners

Impact

Behavioural sales training

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

Decreasing outflows and encouraging customer loyalty

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

Nudging customers to use debit orders, rather than cash

Nudging customers to use debit orders, rather than cash

Nudging customers to use debit orders, rather than cash

Setting foundations of culture

Setting foundations of culture

Nudging customers to use debit orders, rather than cash

Call centre optimisation

Setting foundations of culture

Call centre optimisation

Call to action

Metrics we target

Customer behaviours

Collections & Customer Commitments

Operational Efficiency & Quality

Sales & Retention

Employee behaviours

Mindset & Behaviour Change

Agent Training & Coaching

Manager Training & Coaching

Social proof

Subscribe to the Behavioural BPO Newsletter

Peak-end rule

ThriveBPO

Hours

Drop us a line!

Behaviour Blog

Behavioural science for call, contact and service centres

Behavioural science for call, contact and service centres

Hi!

Welcome to ThriveBPO

Our clients and partners

Impact

Behavioural sales training

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

Decreasing outflows and encouraging customer loyalty

Nudging customers to use debit orders, rather than cash

Decreasing outflows and encouraging customer loyalty

Nudging customers to use debit orders, rather than cash

Nudging customers to use debit orders, rather than cash

Nudging customers to use debit orders, rather than cash

Setting foundations of culture

Setting foundations of culture

Nudging customers to use debit orders, rather than cash

Call centre optimisation

Setting foundations of culture

Call centre optimisation

Call to action

Metrics we target

Customer behaviours

Collections & Customer Commitments

Operational Efficiency & Quality

Sales & Retention

Employee behaviours

Mindset & Behaviour Change

Agent Training & Coaching

Manager Training & Coaching

Social proof

Subscribe to the Behavioural BPO Newsletter

Peak-end rule

ThriveBPO

Hours

Drop us a line!

Behaviour Blog

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