Case Study: Aegon Scottish Equitable achieves 50% faster call monitoring and targeted CSR coaching with Verint Systems' Impact 360

Aegon - Customer Case Study

AEGON Scottish Equitable, a leading UK provider of pensions, protection and investment products serving 1.25 million policyholders, operates a 500‑agent contact centre in Edinburgh handling around 60,000 calls a month. The business needed to improve the customer experience by making CSR training more targeted and efficient, speeding up quality monitoring, ensuring consistent, fair scoring and improving dispute resolution.

AEGON deployed Verint Impact 360 quality monitoring to capture calls and agent screens, enable quick playback, create a library of best‑practice calls, and score evaluations. The solution cut monitoring time by almost 50% (freeing managers 10–15% of their day), revealed individual training needs for bespoke coaching, supported self‑evaluation and fair scoring, improved dispute handling and consistency, and delivered measurable improvements in coaching and service quality.

Aegon

Lynne Frickleton

Contact Centre, Department Manager