The challenge

Once the account was well established, we wanted to check that the right structures and ways of working were firmly in place.

Our First Line of Defence team helps us do this proactively for all our clients. Made up of specialists from the UK and South Africa, they work with our operations to spot risks early and strengthen governance, complaints handling, operational quality and support for vulnerable customers.

We assessed 36 areas that shape how well the account performs. 15 were effective, nine were partially effective and 12 were non effective. The main gaps were around complaints and disputes, quality and KPI performance, and operational governance.

We now had a clear picture of where the account needed more support and where focused action could make the biggest difference.

Solution

Members of our First Line of Defence team spent several weeks on site in Cape Town, carrying out a quantitative and qualitative assessment. This included speaking to colleagues, observing coaching and one-to-ones, shadowing key roles, listening to customer calls and reviewing performance data.

We turned the findings into an action plan and placed one of the South Africa-based First Line of Defence team members into the account full time for three months, backed by senior support from the wider team.

Working with operational leaders, we strengthened team leader structures, coaching, quality feedback, performance management and daily routines. We also supported training and recruitment and refreshed colleagues’ understanding of complaints, disputes and vulnerability.

Results

When we reassessed the account, 23 of the 36 areas were fully effective, up from 15. A further nine were partially effective and four were non-effective meaning more work needed to be done.

Governance performance reached 92% across coaching, quality scores, return-to-work processes and operational changes. Leadership capability, management routines and quality performance also improved.

The client now has better visibility of how the account is running and greater confidence that colleagues are handling complaints, recognising vulnerability and supporting customers in the right way.

Sigma Connected quotes

Rachel Ord,
Head of Outsourced Vulnerable Customer Management, Sigma Connected