How we work
We believe in providing all our expertise to our partners at the outset, with value-add services built in as part of the package.
For us, putting you, our client first is key, and by remaining relatable and accessible we are able to connect and ensure a great experience for you and your customers.
We recognise that every business is unique…
…and we pride ourselves on working in partnership with our clients to deliver the customer experience their customers want. Many individuals in our management team have worked in client customer service operations and understand the challenges and pressures that you face day to day. They ensure the service we are delivering is specifically tailored to meet yours and your customers’ needs.
We focus on improving the customer experience constantly through our partnership with you by understanding behaviours through the use of data and analytics, focusing on quality assurance, training and developing our team and identifying and managing vulnerable customers with empathy and compassion.
Our clients include:
When you outsource your customer contact to us, we add in a powerful data analytics and insight service on top. We have a team of expert performance analysts tracking real time operational performance data. Using the Power BI reporting suite, the team can identify immediate issues, as well as look at performance and spot patterns over longer periods of time.
At Sigma Connected, we are different, we don’t just fire out reports. The team continually analyses the data to get to the heart of what is driving patterns, and we can then give you a root cause analysis of how the service can be improved. This isn’t a one-off, we will provide this service right through our relationship with you, finding bespoke solutions..
We operate in true partnership with our clients, where nothing is hidden, and that goes for our data and analytics service too. You will have access to the same live data we do, so if there’s suddenly an increase in wait time, or the contact rate dips, you can see that too and we can take appropriate action straight away.
Managing and validating the conversations advisors hold with customers daily is a vital and challenging element of running a contact centre. We weave quality monitoring into everything we do, enabling us to continuously improve service quality and customer experience.
Sigma has an experienced and independent Quality Assurance team that carries out quality assessments, not only within our own customer contact centres, but also yours, if you would like.
The Quality Assurance team link their findings with our dedicated training and development team, ensuring all our advisors’ skills are constantly developed and improved.
Vulnerability, including financial hardship, can be permanent or temporary and can affect anyone from time to time. Many factors can make a customer vulnerable, ranging from physical or mental illness to personal circumstances.
We believe it is crucial that our customer advisors are trained to effectively identify your vulnerable customers so they can proactively engage with them and offer the necessary support.
Our strong belief in supporting vulnerable customers has led to the creation of ReachOut,a dedicated service that you can use to engage with those customers who are struggling.
To constantly grow and evolve is in our DNA as a company, and our strong learning and development programme is central to that approach. This programme ensures new front-line customer advisors have a comprehensive and engaging induction process, as well as a longer-term career development programme.
We also deliver ongoing quality assurance and assessment on all customer conversations we carry out on behalf of your organisation to make sure we’re delivering the best customer experience we can.
When you sign up for our customer services solution, we don’t just settle back and keep delivering the same. Even if we’re consistently hitting our KPIs, we’re always reviewing what we’re delivering and how we can make the service even better for your customers.
On top of regular quality monitoring and assurance, we have an in-house specialist quality coaching team. Using trend analysis, the team looks at all the data across a client campaign and picks out trends and issues that might otherwise fly under the radar. We can then pinpoint the issue and step in quickly with a targeted group coaching session designed to resolve it. The coaching team then works alongside our training team to revisit the induction programme and identify improvements that would prevent that issue happening again.
This continuous feedback loop between quality and training ensures that our staff are always learning and the service to our clients is always improving.
Our clients put their trust in us to take care of their customers and we work hard to ensure we deliver above and beyond.
Relying on our flexibility and agility, we’re able to give our full attention to every client and every contract, throughout the duration of that partnership.
We are driven to provide the same energy and effort to current, long-standing clients as we do to winning new ones, and we believe a ‘good’ customer experience can always be made better.
Ensuring a process of continuous improvement, we rely on our Measure, Feedback, Improve, Act approach.
- Measure
Using data analytics we monitor and quality assess our service for anomalies, weaknesses and/or opportunities to improve. - Feedback
We design solutions to address these and share with our clients to put them into action. - Improve
The solutions are tested and piloted to determine success. - Act
The solutions are rolled out, backed by real time analytics for ongoing monitoring.
Our offshore operation in South Africa was established in 2009, extending our geographic ability, and it continues to go from strength to strength with over 15000 customer advisers.
Find out more about our offshoring solutions
- Omni Channel – delivering effortless multi-channel customer experiences
- Unified Agent Desktop – single interface showing account history across all channels
- Smart Routing – delivering contacts to advisors based on relevant experience
- Channel Pivoting – switching channels in-flight without restarting the conversation automation – inc. intelligent auto-responses and suggested canned responses
- Speech Analytics – for quality control and to identify dissatisfaction/complaints
- Full GDPR/ OFCOM/ PCI Compliance – working to latest requirements