Overview

Established in 2017 when the English non-domestic water market opened, SES Business Water (“SESBW”) was still a relatively newly formed business when it decided to entrust key elements of its business customer operations to Sigma Connected in 2021.

Its customer base includes major high street retailers, supermarkets, hospitality and leisure, local and national government, NHS, independent schools, manufacturing, food processing and an international airport.

Sigma Connected’s outsourced operation is based in South Africa and currently deploys 25FTE handling 27 types of enquiry alongside a small onshore in-house team. In addition to undertaking overdue bill payment collection through a mix of inbound and outbound telephony contact, the Sigma Connected team perform first and second line complaint acknowledgment, investigation and response, plus email query handling and other back-office functions.

SESBW use a range of operational and financial SLAs to evaluate the success of service provision, each of which are attributed red, amber, and green scores to denote sub-standard, on-target, and over-target performance respectively. Of these, tier 1 metrics are FCR, utilisation and quality (based on an SESBW scorecard).