Outbound and Inbound Sales, Retention and Winback

OUR CLIENT ONE OF THE UK’S MOST POPULAR INSURANCE BRANDS WHO OFFERS A SPECIALIST RANGE OF PRODUCTS THAT INCLUDES OVER-50 LIFEINSURANCE, FUNERAL PLANS, ISAS AND WILL WRITING SERVICES.

Case Study

Outbound and inbound Sales, Retention and Winback

Our client one of the UK’s most popular insurance brands who offers a specialist range of products that includes over-50 life insurance, funeral plans, isas and will writing services.

They aim to make the financial world more accessible to its customers and provide a range of straight forward and affordable financial services products.

In 2013, they were looking for a partner to provide a full end to end technology solution, the advisors to manage their sales omni-channel’s which includes voice, SMS, and chat and to increase volume of products sold.

Kura specialise in technology innovation and are known as a business that will deliver the best sales people in the industry, providing exceptional performance to a highly regulated quality standard.

We designed, developed and implemented a multichannel sales solution with our software SyntelateXA.

As well as our software implementation we recruited 100 new hires, re-designed onboarding training programme and delivered against our speed to competency glidepath in under months.

  • £9M revenue generated in 12 months
  • 91% KPI delivery for the last 12 months
  • 96% customer satisfaction score consistently above target
  • 20% reduction in call handling time
  • 90%+ quality and compliance
  • 56% training attrition reduction across the last 24 months
  • 12% increased value add
  • +47 NPS employee satisfaction
  • +39 NPS client satisfaction

Our client one of the UK’s most popular insurance brands who offers a specialist range of products that includes over-50 life insurance, funeral plans, isas and will writing services.

They aim to make the financial world more accessible to its customers and provide a range of straight forward and affordable financial services products.

In 2013, they were looking for a partner to provide a full end to end technology solution, the advisors to manage their sales omni-channel’s which includes voice, SMS, and chat and to increase volume of products sold.

Kura specialise in technology innovation and are known as a business that will deliver the best sales people in the industry, providing exceptional performance to a highly regulated quality standard.

We designed, developed and implemented a multichannel sales solution with our software SyntelateXA.

As well as our software implementation we recruited 100 new hires, re-designed onboarding training programme and delivered against our speed to competency glidepath in under months.

  • £9M revenue generated in 12 months
  • 91% KPI delivery for the last 12 months
  • 96% customer satisfaction score consistently above target
  • 20% reduction in call handling time
  • 90%+ quality and compliance
  • 56% training attrition reduction across the last 24 months
  • 12% increased value add
  • +47 NPS employee satisfaction
  • +39 NPS client satisfaction

Ready to transform your customer service?

Solutions

Solutions

Tailored, 360°, customer service solutions for every industry. Transformation where it matters.

Find out more
Insights

Insights

As an industry leader, we are at the forefront of innovation, growth and development.

Find out more
About Us

About Us

We are one of the UK's largest independent outsourcer, with 2,000+ people across UK and South Africa

Find out more