Aegon Increases NPS Score and Reduces Costs with Verint

The deployment of Verint Workforce Management in the back office allows Aegon to plan capacity consistently across each department for the first time. Data integrated into the Verint solution highlights gaps and allows teams to focus on improving skill coverage and flexibility to ultimately improve the customer experience and turnaround times.

The results

  • Increased NPS score by 41 points.

  • Reduced overtime spend by 38%.

  • Lowered complaints by 22%.

aegon logo

The opportunity

The challenge for Aegon lay in its back office workforce management processes. Until recently, a silo mentality was pervading across teams and departments, while workflow prioritization was based on key performance indicators (KPIs) – and not customer priorities. Moreover, managers were spending up to 50 percent of their time managing workflow and a lack of planning tools made it difficult to perform resource planning and effective forecasting.

“Our goal was to create a customer-centric, agile, and efficient back office operation,” explains Liam Morris-Ellis, Resource Planning Manager, Aegon. “Lacking any formal capacity planning in our back office, the business experienced a number of challenges such as significant backlog and poor turnaround times for certain processes. A silo mentality also led to a lack of resource sharing across teams and departments.”

The objective they set themselves was to create a customer-driven workflow: a holistic view of demand versus capacity which would enable an efficient allocation of work and optimize the utilization of Aegon’s available resources.

back-office employees talking together

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