Case Study: Norwich Union Life Direct achieves 28% sales growth and reduced attrition with Verint Systems' Impact 360 Workforce Management

Norwich Union Life Direct - Customer Case Study

Norwich Union Life Direct (part of Aviva), a major UK life and pensions contact centre, faced inefficient Excel-based forecasting, overflowing call queues and multi-skilled agents that made it impossible to predict call patterns, optimise outbound activity or schedule effectively. The operation suffered high unplanned absence, high attrition and frequent overtime as agents were pulled from training to cover peaks, undermining productivity and growth goals.

NULD ran the "Eureka" project to implement Impact 360 Workforce Management and IP recording, restructured telephony into single ACD groups, single-skilled agents by proposition, and introduced robust forecasting, scheduling and absence processes. The changes drove strong results: equity release leads +12%, protection leads +33%, overall sales +28%; unplanned absence fell from 15% to 5%, attrition from 49% to 17%, call abandonment under 2%, 95% of calls answered and conversion rates rose from ~30% to 60–70% per 100 calls.

Norwich Union Life Direct

Adrian Hawes

Head of Workforce Management & Telephony