Foundation Case Study - huge impact at Aegon

Su-Ann Pauline, Telephony Manager at leading long-term savings provider AEGON has been so pleased with the changes she’s been able to implement since taking her Foundation Certificate that she has enrolled on the Planning Forum’s Advanced Certificate.

“One of the things I really liked about the Foundation course was being able to take time out to experiment with the planning models the tutors gave us rather than just sitting there and letting them show us how to use them. It was really interactive,” she says. “The other thing that impressed me was the assistance provided by my tutor during the four-month mentoring programme. We had regular conversations about my project – which was about reducing the amount of inbound hours for the AEGON sales team – and the guidance he gave me was really useful.

“The project has had a really huge impact on the business,” she continues. “Previously, thanks to inefficiencies, sickness and shrinkage in our inbound customer service team, our outbound sales team kept finding themselves having to answer inbound calls, which ultimately impacted on their ability to sell. Now, as a direct result of implementing the different aspects of the project, people are doing the jobs they were employed to do,  the team is more energised, and we’ve started seeing a rise in revenues.”


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