Unity4 leveraging Behavioural Economics for call centre scripting

UNITY4 leveraging behavioural economics
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Unity4 leveraging Behavioural Economics

4 May, 2018, Sydney Australia

Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.

“Behavioural Economics has become an important input into call centre interactions with customers and we have already seen major benefits as we roll it out across the group,” said Executive Chairman Daniel Turner

We are fortunate in this regard that one of our directors, Mark Vaughan, has worked intensively in this space including a stint at the Behavioural Architects, one of the world’s leading Behavioural Economics consultancies.

Mark is working with our sales coaches to ensure that our scripts are refined through a BE lens. Our goal is to improve customer engagement and ROI for all our clients and the early signs are incredibly promising,” continued Turner.

Natterbox Without IT Red MIXED
Improve Staff Engagement – MIXED
Find everything you need – MIXED
CX Connect – Customers – MIXED
Events Calendar – MIXED
Specialist call centre consultants – MIXED

There is a great deal of data around the use of BE, particularly in the NFP area and we see it as the driver of our third strategic leg; right agent, right prospect, right message.”

About Unity4. Unity 4 is a global, tech-enabled service business that operates in the contact centre space. Unity4 has offices in Australia, Canada, New Zealand and the United Kingdom. Unity4 is one of the largest 100% at-home agent contact centres in the world as well as a leading provider of end-to end cloud-based call centre technology.

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Justin Tippett
Chief Editor & Founder | CX Central
I've been working in the contact centre/CX industry for close to 30 years and I unashamedly still love it.

As well as founding CX Central, my other businesses include CX Connect - the smart sourcing solution for businesses, CX Consult - the call centre health check specialists, CX Skills - contact centre training specialists and FlexibleJobs.com.au - A new website that helps you find the perfect job to suit your lifestyle.

You can also catch me on my CX Hustle Podcast on iTunes where I cover CX & Contact Centres for businesses and CX professionals.