Industry leading complaint management

One of our clients are part of the big 5 and partnered with Kura for our reputation of consistent delivery and our people focused culture.  Kura have been able to deliver outstanding results for our partner  specifically, end to end complaint management.

Case Study

Industry leading complaint management

For over a decade we have been working within the utilities industry supporting clients and customers with a range of inbound and outbound customer service support.

 

One of our clients are part of the big 5 and partnered with Kura for our reputation of consistent delivery and our people focused culture.  Kura have been able to deliver outstanding results for our partner  specifically, end to end complaint management.

Our people are highly skilled and experienced in providing the best level of service needed – this is central to dealing with customer complaints and turning the customer’s experience around.

 

What sets us apart:

  • We have over 200 staff dedicated to complaints handling
  • Average advisor tenure of 6 years of on-the-job experience – helping build a strong team of expert complaints handlers
  • A team with high capability in utilising CRM systems as well as strong telephony skills to case manage complaints end to end
  • A robust onboarding process with training reviewed and regularly rolled out and refreshed to ensure our advisors are always knowledgeable
  • A hybrid of in office and work from home staff based in UK
  • A dedicated team of 16 coaches to support with an average of 7 years’ experience
  • Rigorously tested quality and compliance ensures our people have exceptional call handling, empathy and objection handling

For over a decade we have been working within the utilities industry supporting clients and customers with a range of inbound and outbound customer service support.

 

One of our clients are part of the big 5 and partnered with Kura for our reputation of consistent delivery and our people focused culture.  Kura have been able to deliver outstanding results for our partner  specifically, end to end complaint management.

Our people are highly skilled and experienced in providing the best level of service needed – this is central to dealing with customer complaints and turning the customer’s experience around.

 

What sets us apart:

  • We have over 200 staff dedicated to complaints handling
  • Average advisor tenure of 6 years of on-the-job experience – helping build a strong team of expert complaints handlers
  • A team with high capability in utilising CRM systems as well as strong telephony skills to case manage complaints end to end
  • A robust onboarding process with training reviewed and regularly rolled out and refreshed to ensure our advisors are always knowledgeable
  • A hybrid of in office and work from home staff based in UK
  • A dedicated team of 16 coaches to support with an average of 7 years’ experience
  • Rigorously tested quality and compliance ensures our people have exceptional call handling, empathy and objection handling

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