Invest in Your People with ThriveBPO

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

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%.

Working with call centres to boost their empathy QC ratings. New scripts were developed with embedded empathy nudges. This took empathy scores from 80% to 100% consistently, month after month.

ThriveBPO trained sales and customer service professionals, resulting in a 12% increase in persuasiveness and an 80% improvement in prompt replies, with response times improving by 13%.

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. 

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%.

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. 

  With the aim of nudging smokers towards the designated smoking areas, designed new non-smoking signs. The signs reduced the number of ciggarette butts in selected areas by 45% on sunny days and by 26% on overcast days