Outsourcing contact centre solutions to South Africa We deliver services for many of our successful long-term partnership contracts from our contact centre operations in South Africa.
But why South Africa?
A mirror image of our contact centres in the UK, they have world class technology, experienced customer advisors and expert management.
Sigma Connected’s Cape Town centres give clients and their customers the high level of service they expect, but with the added benefit of lower operating costs. But that’s not the only benefit. South Africa has so much to offer in terms of skills and infrastructure, as well as language and cultural alignment.
”I love working for Sigma Connected because I love helping people and really care about customers.”
Kim White,Customer Advisor
Offshore Outsourcing Services
Benefits of outsourcing your customer services to South Africa
We live and breathe customer service and our South African operation is no exception. Our expert advisors work alongside an experienced management team, with deep sector knowledge, to bring an exceptional experience to customers. We deliver a blend of human and digital channels, driven by customers’ preference and needs. Everyone speaks English fluently and, thanks to South Africa’s strong cultural affiliation with the UK, customer conversations flow naturally which, in turn, helps build empathy and rapport. Our advisors have ongoing, cultural alignment training, so they’re always up to date with what’s going on in the UK, the current economic situation and the specific challenges UK customers may be facing.
We have an amazing, vibrant team of agents working with us, and our Cape Town location provides us with a pool of highly skilled local talent, who we can call on to scale up services. This means we can be totally flexible to client’s needs.
Through Impact Sourcing, we actively recruit individuals who are socially or economically disadvantaged, reaching untapped local potential and helping to increase opportunities in the communities we work in. And, if there are barriers to taking on a position, transport for example, we will provide a solution. Happy staff means happy customers, and we do everything we can to support our people not just with their career development (90% of our promotions are from within), but also with their welfare and wellbeing. This is why our staff retention rates are very high, and well above the average in Cape Town.
Our South African operation is an extension of our UK operation
A shared management structure means it is led and governed in the same way. The operating model is the same, the reporting, policies and procedures are the same and our values are as strong here as they are throughout our business.
Sigma Connected is authorised and regulated by the Financial Conduct Authority (FCA) and both our UK and SA operations are Appointed Representatives, extending that FCA authorisation to cover both businesses. We provide extensive FCA regulation training to all our staff, whether in the UK or South Africa. We carry out continuous monitoring and weekly policy update checks to ensure everyone is working to the strictest code of conduct and rules.
“I love being a part of something larger that makes a difference. I love that everyone cares and that you have flexibility when needed, it means I am always learning. Sigma is people orientated and this makes you feel comfortable working for such a great company.”
Schimene Melissa Johnson,Customer Advisor