Customer services

Outsourced customer service

Handling customer relationships is crucial to business success, no matter what industry you work in.

Outsourced customer service can be the difference between run-of-the-mill customer support and an exceptional customer experience.

Your customers are the heart of your business and working hard to exceed their expectations is crucial to your survival. As a business owner, your primary goal is to ensure that they have a positive experience, and that begins with your customer service offering.

Whether it’s resolving complaints or providing technical support, customer service comes in multiple different forms. For many businesses, this can be a challenge. You may not have the resources to dedicate to customer service or perhaps you are missing valuable insight into the wants and needs of your customers. What’s more, when it comes to scaling your business, keeping your customer service in-house can be costly and problematic. This can result in longer wait times and reduced customer satisfaction.

After a discussion with one of our experts, we’ll be able to put together a bespoke solution that’s tailored to your business’ and customers’ needs. Your business is unique, and that means your customer service strategy should be too.

You need a dedicated team that can focus solely on providing the highest level of customer care and are flexible to the changing demands of your business.

At Sigma Connected, we take your customer service processes and transform them into a seamless process that is set up for success. Our omnichannel technology and highly-trained customer service team are a match made in heaven. Together, they can help to provide a consistent and personalised customer experience.

Not just a contact centre, our outsourced customer service offers an end-to-end solution designed to help you grow your business. We give you the insights and expertise needed to improve retention rates, bolster your brand image, and drive value.

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What you can expect from our outsourced customer service solution:

  • Customer service experts
  • Customer service strategy built around your business
  • Seamless integration across all channels
  • 24/7 support
  • Data-driven approach
  • Commitment to continuous improvement
  • Full ACMA/ PCI DSS compliance

Centred around building positive relationships and designed to meet your unique business needs, discover tailored customer service solutions with Sigma Connected.

Get in touch today.

Customer services

Why your business needs outsourced customer service

You don’t need to be suffering from a significant issue or losing your customer base to benefit from outsourced customer service.

For businesses of all sizes and industries, bringing in a team of specialists will enable you to meet high levels of demand while remaining flexible to your evolving needs.

It costs far more to acquire a customer than it does to keep them. In other words, prioritising excellent customer service is well worth the investment. Customer loyalty goes hand in hand with customer satisfaction, so getting the basics right is vital. With us as your outsourcing partner, you no longer need to worry about your bottom line.

It can be expensive to hire, train, and manage an in-house team, and that’s without investing in the right infrastructure and technology. With us, you will benefit from improved efficiency while also reducing staffing costs. Plus, should you choose to go off-shore, our offshoring solutions in South Africa are 50% of the price you would pay onshore, while retaining the same level of quality assurance.

Whether you’re operating within the private or public sector, your customer support agents need to know their stuff. Working across multiple sectors, our representatives have the experience and specialist knowledge to support your customers with any questions or queries they may have.

Nowadays, your customers are looking for real-time responses, at any hour or day of the week. For many businesses, being able to offer 24/7 customer support with an internal team is out of the question. That’s where we come in. When you choose Sigma Connected, your customers will receive around-the-clock support and assistance if they want it. This will not only boost customer retention but give you a competitive advantage, allowing you to stand out in a crowded market.

How can you make improvements to your offering if you don’t first have a good understanding of customer expectations? As a leading customer service provider, we have advanced analytics tools that can collect, analyse, and interpret a wide range of data. Armed with this information, we can  identify patterns in customer behaviour and help you make more informed decisions for your business. Plus, with the ability to track feedback in all forms, you can take proactive measures to retain your customer base and prevent customer churn.

As a business, you need to be able to address a variety of customer needs. This can be difficult to manage, especially when it comes to your most vulnerable customers. Not only are they more likely to disengage with your business, but additional assistance may be required for you to effectively meet their needs. At Sigma Connected, we specialise in vulnerable customer management. Led by a compassionate approach, we ensure that each customer is treated fairly and with empathy. This helps you to build trust in your brand and avoid the risk of alienating any of your customer base.

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What is outsourced customer service?

These days, more and more businesses are choosing to outsource their customer service. Put simply, this is where an external provider will handle some or all aspects of your customer support operations – whether that’s answering the phone or the end-to-end management of digital channels..

Using an experienced team of professionals who will immerse themselves in your products, policies, and brand voice, outsourced customer service provides cost-efficient solutions while improving customer retention rates.

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Found yourself drowning in customer queries and unable to focus on the core operations of your business? We can help.

We have the capacity, customer engagement tools, and knowledge base to effectively service your customers. As customer service specialists, delivering attentive and consistent communication is our priority. That’s why we offer integrated omnichannel support – ranging from the more personal phone calls and emails to web chats and social media platforms.

Concerned about the impact of outsourcing customer service on your brand image? Don’t be!

With us, you can have peace of mind knowing that both your customers and your business are in the safest hands. Representing your brand proudly and in a way that aligns with your values is what we do best.

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Customer services
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Using data to improve customer experience

When you choose to outsource your customer service activity to our team here at Sigma Connected, our expert representatives are just the start of things. 

We go beyond simply providing contact solutions and instead dive deeper into the data and analytics to look for ways to refine, optimise, and improve your customer service strategy to maximise customer satisfaction and retention rates on an ongoing basis – continuously improving. 

Keeping hold of customers is one of the hardest things for any business to do, but with the help of our data analytics, you’ll be one step ahead of the competition. 

We’ll look to monitor performance throughout our relationship to ensure that we’re always working to improve what we do.. To do this, we’ll track the key performance indicators that matter most to you and ensure that we’re constantly tailoring our processes to not only meet your expectations but exceed them. 

You’ll even get full access to the same live data that we see, too – no matter what, we’ll remain completely transparent and collaborative. 

With this data at our disposal, it’s much easier for us to keep an eye out for any sudden changes in performance that could lead to issues, such as wait time increases, contact rate drops, or missed calls. 

If this does happen, you don’t need to panic – we’ll find the root cause of the issue and address it immediately, getting your customer contact channels back to optimum performance in no time. 

The benefits of outsourced customer service


One of the biggest questions we face is “why would you choose to outsource your customer service activity?” – it’s a good question and one that every business should have the answer to before committing to a solution.

To us, the benefits of outsourcing are massive – you’ll get unrivalled expertise on the end of the phone, insightful data analysis, and a level of scalability that can’t be matched by internal teams.

All in all, outsourced customer contact solutions give you optimal performance with minimal risk.

Customer services

Here are some of the key benefits that you’ll experience when utilising an outsourced customer service solution:
 

On the topic of seasonality, one of the most significant benefits that an outsourced solution has over an internal customer service team is the rapid scalability that enables you to handle varying levels of demand effectively and affordably.  

With Sigma Connected’s solutions, you’ll only ever pay for the level of service that you need – nothing more, nothing less.  

This helps you to balance budgets more efficiently without having to sacrifice the quality of your customer service strategy. It’s a win-win situation for your business.  

It’s not just expected demand shifts such as seasonal changes that you’ll be able to manage either. With our solutions, you’ll have the scalability to react to unexpected changes in demand that catch you off-guard such as price changes, product recalls, or bad press.  

Regardless of the issue that you’re facing, we’ll make sure that your customers are handled with the proper level of support and professionalism to enhance your brand and strengthen customer relationships.  

Customer service isn’t just about listening to complaints or giving customers updates. 

At times it can mean handling very tricky situations that require skill and expertise to navigate effectively. 

Our expert contact team have a wealth of experience handling a wide range of different situations of vastly differing degrees of urgency. 

Thanks to this experience, we’re not phased by the challenge of helping unsettled customers, retaining customers on the verge of leaving or winning back customers who decided to leave. 

We’re committed to helping your business to grow and succeed, and we’ll make this our number one priority when we’re communicating with customers. 

Vulnerable customers

As part of our responsible operations, we’re also driven to help businesses to protect and care for vulnerable customers in a way that’s safe, responsible, and constructive. 

There are a wide variety of reasons that customers could be deemed as vulnerable – from financial hardship to sudden changes in circumstances, we’ll work with these customers to ensure that they’re able to find the right path. 

Our teams are trained to be able to identify and manage relationships with vulnerable customers discreetly, so you can be sure that your customers are in the safest possible hands. 

If you’d like to increase your ability to re-engage with customers who have become tough to contact or who have been flagged as high-risk, you can find more information about our industry-leading ReachOut service by clicking here. 

With modern technology changing the way customers approach businesses for support, we must be paying attention and shaping our customer service strategy to tailor to customers using a wide range of different contact channels.  

We’re committed to giving customers access to a variety of communications channels that suit their needs. As a result of this, we’ve been able to continuously innovate and improve our service offering for clients to ensure that your business is a step ahead of the curve. 

You’ve put your trust in us to care for your customers, so it’s only right that we keep pushing to improve, giving your customers everything they need each time they try to get in touch.  

When we’re connecting with your customers, we’ll operate using 4 major principles:

  1. Measure – we’ll use data analytics to monitor and assess the service that we provide to your business, keeping a watchful eye out to identify issues or opportunities.
  2. Feedback – we’ll listen to feedback from both your business and your customers to help you find new ways to improve our service for you.
  3. Improve – we’re not shy of enhancing our methods, so we’ll test, pilot, and benchmark new solutions against our current offerings to ensure that we’re always working most effectively.
  4. Act – Once we’ve found a more effective solution, we’ll roll that out into our approach and use real-time data analytics for ongoing performance monitoring.

Retaining customers and securing customer loyalty is something that every business strives to achieve and with Sigma Connected’s expert customer relationship management solutions, that’s exactly what you’ll be able to achieve. 

We know what your customers are looking for and we’ll do everything we can to ensure that you’re offering these things to them wherever possible. 

Whether it’s phone calls, emails, or social media chats, we’ll monitor every conversation closely and answer questions and queries accurately, whilst also spotting patterns in communications that could help us to boost your customer retention numbers. 

Here at Sigma Connected, we understand just how important every stage of the customer journey is to your business – each stage is an opportunity to impress, but it also presents the chance for a potential customer to fall away and ultimately a sale is lost. 

This is true for both new and existing customers, so we’ll make sure that we’re giving just as much attention to customers contacting for the 100th time as we do to those getting in touch for the first time. 

Every customer counts. 

The billing stage can be one that presents a large number of pain points for both businesses and customers – from technical jargon and misunderstanding to late payments and refunds, there’s a lot to understand and one slight issue can quickly lead to increased customer enquiries. 

Sigma Connected’s team helps businesses to avoid the messy enquiries procedure during the billing process by taking the time to chat with your customers, answer their queries, assist them with refunds if necessary, and help them with all of their activities whether it’s joining, leaving, or moving. 

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Optimise your customer communications with Sigma Connected

If you’re ready to start the journey towards data-led customer service improvements, it’s time to get in touch with the Sigma Connected team.

You can contact us by filling out our quick and easy contact form right here on our website – once we’ve got this initial information, we’ll get in touch with you to discuss the options and find the best plan of action for your business.

Of course, customer service is just one small part of the way that outsourced solutions can benefit your business and there’s so much more on offer with the Sigma Connected team.

Get in touch with our team today

If you’d like to learn more about our other outsourced services, such as complaint management, collections, and ReachOut, head over to our dedicated pages where we’ve put together comprehensive guides to help you get up to speed in just a couple of minutes! 

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