Retail and eCommerce

We operate on a global scale providing excellent customer service solutions for some of the world’s biggest consumer facing brands.

6.4M

Representatives world-wide supported

+85

RepSat Score

2,000

Hours saved, thanks to Syntelate XA

30%

Growth in the business

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RETAIL AND ECOMMERCE

GLOBAL COSTMETICS BRAND

A global personal care and cosmetics group, with over 35,000 employees, required complete digital transformation to better serve their 6.4M representatives across the globe.

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RETAIL AND ECOMMERCE

WHY KURA?

We offer high-performing outsourcing teams based in both South Africa and the UK – meaning we can truly service effectively every day, all day. We offer a thriving data science function and award-winning software. Fulfilling strategic objectives and priorities positioned Kura as the perfect partner.

Our client needed a partner who offered outsourcing talent with the capability to help their sales representatives successfully and the analytical expertise to design and deliver a digital transformation strategy. We also have very similar values.

Smart,City,And,Intelligent,Communication,Network,Of,Things,,wireless,Connection

RETAIL AND ECOMMERCE

A DIGITAL TRANSFORMATION

We understand the profound role that culture plays in the stability and growth of an organisation, so we made sure that the client’s values were the cornerstone of our project.

Tailored Training, Targeted Hiring.
Continuous Coaching.
A Smooth Transition.
Putting Digital first in our Transformation.

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RETAIL AND ECOMMERCE

Our Results

After a year of operations, Kura has helped our client achieve an extraordinary increase in customer service quality. The client monitors customer service quality using the RepSat score: a customer satisfaction rating which Representatives submit after an interaction.

Together, the client and Kura have achieved an outstanding RepSat score of +85, the best score in over five years. The reason we’ve seen such a remarkable uplift in quality is due to the skill of the advisors and the operational efficiencies that cut out labour-intensive tasks from the advisor’s workload, which allows them to focus on the customer.

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CUSTOMER EXPERIENCE TRANSFORMATION

TRANSFORMATION WHERE IT MATTERS

Our unique proposition is our bespoke blend of the best people, and the best technology.

With 2,500+ of the industry's most passionate, driven, and knowledgeable advisors, backed by our own in-house call centre technology from Inisoft, we can offer a complete transformation of your customer experience.

From the technology that feeds calls into advisors, to how customers are handled after they hang up the phone, customer experience is at the heart of everything we do.

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OFFSHORE CONTACT CENTRE

CUSTOMER SERVICE WHEN IT'S NEEDED THE MOST

We opened our centre in Durban, South Africa 4 years ago with a handful of people. With our incredible recent expansion, we now offer 800+ dedicated advisors, becoming one of the fastest growing outsourcers in South Africa - The BPO Number 1 Offshore Location for Customer Service In The World.

If demand increases or a client encounters recruitment issues in the UK, we have a rapidly growing team in South Africa, offering our advisors in Durban top salaries, so we can deliver customer service transformation 24/7.

Startup,Diversity,Teamwork,Brainstorming,Meeting,Concept.business,Team,Coworker,Global,Sharing

COST SAVING CONTACT SOLUTIONS

SAVE 40% ON YOUR CUSTOMER CONTACT SOLUTIONS

By improving efficiencies, integrating our innovative automation software, and developing our people faster than anyone else in the industry, we can save you up to 40% on customer service solutions.

Our business culture is built around the development of our people. Our values, fast-track their development and training, so that they get up to speed quicker, and hit the ground running. Giving you knowledgeable advisors from day 1, with no lag or downtime in integrating with your business values and goals.

Metaverse,,Web3,And,Blockchain,Technology,Concepts.,Opened,Hand,Levitating,Virtual

OMNI-CHANNEL MANAGEMENT

Syntelate XA

Our in-house software solutions company Inisoft has been operating on a global level for 24 years and has installed more than 20,000 advisor desktops across the world. We are the people behind the teck.

Our omni-channel advisor desktop and case management tool, Syntelate XA, is both simple and powerful and was developed with strong input from our advisors.

It has been designed to automate the easy stuff and help advisors with the hard stuff.

Ready to transform your customer service?

Get in touch and talk to us about how, using the best people and technology, we can transform your customer service offering.

Kura provided the best overall solution and from the outset, it was clear our cultures aligned.

Director of Contact Centres - Luxury Retail Client

Solutions

Solutions

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

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About Us

About Us

We are the UK's largest independent outsourcer, with 2,500+ people across the UK and South Africa.

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Insight

Insight

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

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