A leading, UK-based outsourcing business has been reappointed to provide customer service on behalf of Independent Age.
Kura, which is headquartered in Glasgow, has supplied Independent Age’s customer services since 2017. Independent Age is a national charity that tackles issues affecting older people, and the reappointment will see Kura continue to support Independent Age and the people who use their services.
Since the beginning of the partnership, Kura has handled 200,000 incoming calls and conducted a further 35,000 outbound calls, which are often made to carry out welfare checks on people in later life – these have proved particularly important during the pandemic – and to help volunteers complete disclosure forms.
Kura’s team of Independent Age advisors has grown over the course of the contract, reflecting the importance of the service to those using it and demonstrating an increase in reliance on the ‘friendship service’, which helps support older people dealing with loneliness and isolation.
Janine Hunt, Client Partnership Director at Kura, said: “We are delighted to extend our working relationship with Independent Age. At Kura, we are people focused, so our teams get genuine satisfaction from knowing that they are helping people every day. We have supported Independent Age’s development through effective practices and heartfelt communications, and I hope our team’s commitment and contribution will continue to make a difference to the lives of others.”
Simon Hewett-Avison, Director of Services at Independent Age, said: “Kura’s advisors have provided meaningful, important support to older people over the past four years and they are an important part of our team. Our relationship with Kura has been incredibly collaborative, and we look forward to achieving new and exciting things in this next chapter!”
During the partnership, Independent Age used Kura’s customer service software, Syntelate XA, which is an omnichannel platform that enables advisors to review previous contact with callers to deliver a more personalised service.
Kura has also explored and tailored its deliverables to hone its opening and closing of calls, communication style and tone, use of empathy, delivery of processes, topic knowledge and data protection, to help Independent Age reach and communicate with the people who access their services in the most appropriate ways.
Kura will fulfil the contract from their Glasgow office.
