Utilities Client Sales Strategy


Agents Upskilled

11% Reduction

In Abandon Rate

10% Increase

Sales Conversion

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The Industry

The utility sector is complex, tightly regulated and volatile. Competition is fierce, and new entrants are gaining momentum in this space. With current market conditions making new acquisitions hard to come by, sales conversion and productivity of sales teams are paramount.

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The Challenge

With market conditions causing customers to evaluate their utility costs, the volume of Inbound sales calls were very high, resulting in a high abandon rate. This led to difficulty with resourcing and finding the balance of agents on IB/OB sales lines. As a result of this productivity was lower than expected on both lines.


Our Solution

  • Analysis of dialing strategy to explore solutions to reduce abandon rate on IB sales
  • Blended dialing approach trial with a small number of agents
  • Blended approach agreed, and 29 agents upskilled on the back of trial success
  • New dialing script created to accommodate blended strategy

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



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