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