Case Study: How Standard Life Increased Customer Satisfaction by a Simple Redesign of Their Call Scripts

Increased Customer Satisfaction by a Subtle Change

In this case study, you’ll discover:

  • An interesting step change that behavioral science is making at contact service centres;
  • What nudges are effective in heavily regulated markets; 
  • How to better communicate complex ideas; and
  • How to restructure call scripts to prevent customers from getting frustrated.

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