Customer-Centric Excellence
A leading insurance company chose Kura as their outsourcing partner to support their resource gap of 100 FTE, which had hindered their growth and led to heightened customer dissatisfaction. Our 40 years worth of experience and excellent reputation in the insurance sector made Kura an ideal partner.
Case Study
Customer-Centric Excellence
A leading insurance company chose Kura as their outsourcing partner to support their resource gap of 100 FTE, which had hindered their growth and led to heightened customer dissatisfaction. Our 40 years worth of experience and excellent reputation in the insurance sector made Kura an ideal partner.
Under the guidance of our Project Manager, the onboarding project was skilfully executed using the prince2 methodology. This encompassed the provision of recruitment, training facilities, technological solutions, and operational team office spaces, resulting in a successful implementation.
Kura has developed and implemented an encompassing operating philosophy designed to enhance our client services. This approach involves the following key components:
Multi-Site Offering:
In order to meet the FTE delivery timeline and establish a foundation for future endeavours, we devised a comprehensive strategy involving a combination of onshore and offshore resources. This approach allowed us to achieve the desired staffing levels while also providing flexibility for upcoming projects.
Results Delivery Through 10X Coaching Methodology:
Our unwavering commitment to people development is embodied in our 10X coaching methodology, which consistently yields exceptional results. By focusing on the growth and development of our personnel, we ensure the delivery of outstanding outcomes.
Resource Planning Partnership:
We adopt a partnership-oriented approach to resource planning, aiming to optimise the allocation of resources to address existing gaps effectively. This cooperative strategy ensures that resources are deployed in the most advantageous manner, significantly improving pre-existing resource gaps.
- KPI Delivery improved by 20% to 90%
- First Contact Resolution stronger than competing BPOs with 4x higher tenure
- Delivered blended onshore and offshore to achieve FTE requirements
- Retained 4/5 customers , competing and exceeding in-house teams
- AHT 40 seconds below target, 10% better than competing BPO and in-house teams
- Absence levels 2x better than competitors and in-house teams
A leading insurance company chose Kura as their outsourcing partner to support their resource gap of 100 FTE, which had hindered their growth and led to heightened customer dissatisfaction. Our 40 years worth of experience and excellent reputation in the insurance sector made Kura an ideal partner.
Under the guidance of our Project Manager, the onboarding project was skilfully executed using the prince2 methodology. This encompassed the provision of recruitment, training facilities, technological solutions, and operational team office spaces, resulting in a successful implementation.
Kura has developed and implemented an encompassing operating philosophy designed to enhance our client services. This approach involves the following key components:
Multi-Site Offering:
In order to meet the FTE delivery timeline and establish a foundation for future endeavours, we devised a comprehensive strategy involving a combination of onshore and offshore resources. This approach allowed us to achieve the desired staffing levels while also providing flexibility for upcoming projects.
Results Delivery Through 10X Coaching Methodology:
Our unwavering commitment to people development is embodied in our 10X coaching methodology, which consistently yields exceptional results. By focusing on the growth and development of our personnel, we ensure the delivery of outstanding outcomes.
Resource Planning Partnership:
We adopt a partnership-oriented approach to resource planning, aiming to optimise the allocation of resources to address existing gaps effectively. This cooperative strategy ensures that resources are deployed in the most advantageous manner, significantly improving pre-existing resource gaps.
- KPI Delivery improved by 20% to 90%
- First Contact Resolution stronger than competing BPOs with 4x higher tenure
- Delivered blended onshore and offshore to achieve FTE requirements
- Retained 4/5 customers , competing and exceeding in-house teams
- AHT 40 seconds below target, 10% better than competing BPO and in-house teams
- Absence levels 2x better than competitors and in-house teams
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