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Resources and offshoring: The inner circle guide to South African contact centres
The inner circle guide to South African contact centres In partnership with ContactBabel Download the report now
How to transform your complaints process
How to transform your complaints process The importance of effective complaint procedures in the financial services industry can’t be overstated. In many cases, it can be the difference between a lost customer and a salvaged relationship, which in turn means that your complaints management can directly impact your opportunity for repeat business in the future. […]
Managing dynamic fraud threats
Managing dynamic fraud threats The real costs of fraud Front-line fraud teams are under pressure. In a sector struggling with dynamic threats and high staff turnover, maintaining an effective operational response is becoming ever-more difficult. The scale of the challenge is immense. Fraud now accounts for 41% of all crime¹ in England and Wales. In […]
Transforming complaints into customer loyalty
Transforming complaints into customer loyalty The hidden opportunity in every complaint Handled right, they’re an opportunity to strengthen a customer relationship, improve processes and earn long-term loyalty. As an outsourcing partner for customerexperience solutions, at Sigma Connected we know better than most that you can’t always please everyone. Just look at the figures: The Financial […]
Measuring success: What are the best KPIs for collections?
In collections, it’s easy to assume that payment is the most important marker for success. However, at Sigma Connected, we tend to think a little more long-term than that. Although there are endless contact centre KPIs that businesses can use to audit collections, we believe that the most important are those that indicate the quality […]
The pros and cons of tech in CX
The pros and cons of tech in CX Tech can be controversial in customer service. On one hand, we’ve all thought ‘I just want to speak to a human!’ when stuck in an endless loop of automated messages. But on the other, there’s no denying the speed and efficiency of a customer service chatbot. So […]
Where should you base your customer service teams?
Where should you base your customer service teams? Whether you’re looking for onshore, offshore, or a blend of both, at Sigma Connected, we maintain the highest levels of professionalism and empathy across both our onshore UK teams and offshore team in Cape Town. Our teams are able to navigate the most complex of interactions across […]
Does your debt collection strategy really connect with customers?
Does your debt collection strategy really connect with customers? Lots of businesses are fully embracing new technology in their collections communications, but overlooking other channels. However, contact preferences can vary massively due to age, accessibility issues, or situational differences specific to the debt – so is this really what customers want? Find out why an […]
The importance of transparency in debt collections
The importance of transparency in debt collections An effective collections process is a key pillar of a financially healthy business, improving cash flow and allowing for continual growth. However, it can also be a complex process, with not only money at play, but emotions, too. That’s why a successful collections strategy should always keep empathetic, […]