Outsourced Customer Service
Handling customer relationships is crucial to business success, no matter what industry you work in.
In need of an outsourced customer service solution? We can help.
From eCommerce to utilities, quality customer service is the driving force of any business. In a highly competitive market with customer expectations constantly evolving, the pressure to deliver exceptional and speedy service has never been greater.
Get it right and your customers will be singing your praises. Get it wrong and your business will suffer. It’s that simple.
At Sigma Connected, we offer a comprehensive solution that truly makes a difference. Cut unnecessary costs, improve efficiencies, and transform your customers’ experience – whatever your motivation, our experience, our people, and the way we connect with customers will take your business to the next level.
With the rise of technology and automated responses, maintaining a compassionate and human customer service while following a digital approach can be a challenge. We want to change that. Our mission is to provide a customer-centred solution with empathy and inclusivity at the forefront. Led by a flexible approach and powered by industry-leading technology, our team of specialists are dedicated to delivering world-class customer service. Spanning a variety of industries, we are helping our clients to foster positive and long relationships with their customers to boost their profitability every day.
How we work
Offering a tailored solution that is as unique as your business, we can help you resolve any pain points and streamline your processes, leaving you to focus on the bigger picture.
Enabling customers to reach you wherever they are is more important than ever. We offer true omnichannel customer service through our state-of-the-art technology. Our customer service solutions are multi-faceted, allowing us to effectively manage and seamlessly switch between numerous methods of communication with customers. We can provide customer service support across a variety of digital channels, in addition to inbound and outbound phone calls.
When it comes to customer service, agility is key. Our operations are built around a Unified Agent Desktop, an integrated CRM system that centralises all account information. This enables our representatives to automatically access and work efficiently across multiple channels. No fuss. No delays.
What can you expect from our outsourced customer service solutions?
- 24/7 availability
- Omnichannel service
- Access to real-time data and actionable analytics
- Dedicated team of customer service professionals
- Full GDPR/ OFCOM/ PCI compliance
- Quality assurance
- Compassionate approach
Plus through providing solutions through our offshore operation in South Africa, we can offer all the benefits of outsourced customer service at 50% of the cost you would pay on onshore.
Outsourced customer service solutions
With an outsourced solution, you’ll get specialist customer support representatives at your disposal, whenever you need them.
No matter what the problem is, you can be sure that your brand is being represented in a positive light that leaves your customers feeling listened to and supported at all times.
Here at Sigma Connected, we’re dedicated to giving your customers the experience that they deserve and representing your brand in the best possible way – we’re looking to help you to build loyalty through kindness, support, and care for your customers.
Struggling to keep up with your customer service management? You’re in the right place.
Providing great customer service is critical to ensuring the survival and success of your business, but this is easier said than done. From everyday operations to developing strategies to expand your offering, there’s a lot to consider. This makes maintaining a first-class customer experience a challenge. Whether it’s the financial burden of hiring and training an in-house team or frustrating technological issues, there are endless customer service hurdles that a business can face.
When you choose Sigma Connected, you will benefit from an attentive team that not only understands your business but can offer a personalised experience for your customers. You name it, we have the solution.
Support with scalability:
Are your customer service team overwhelmed during peak periods? Perhaps you’re failing to meet customer expectations due to limited resources… With access to state-of-the-art tools for effective customer interaction management and task automation, along with flexibility in staffing, we can help you scale your operations quickly and efficiently.
Quick response times:
Customers are looking for a response, and fast. Long wait times can have a negative impact on customer satisfaction and potentially lead to a drop in retention rates. Our representatives provide around-the-clock support, delivering an exceptional standard of customer care.
Successful complaint management:
Understanding how to effectively support dissatisfied customers is essential to any customer service offering. With extensive expertise in the field and a track record of achieving high levels of resolution, we’ve got you covered.
Consistency:
When you choose Sigma Connected, our specialist team will act as an extension of who you are as a business. We are passionate about brand representation and make it our mission to understand your offering inside and out. Through a comprehensive training programme, deep industry knowledge, and our omnichannel presence, we provide a consistent customer experience across the board.
Personalisation:
Customers want to feel valued. To truly exceed expectations, you need to connect with your customers on a personal level. Leveraging valuable customer data, our team is able to tailor their approach to suit the needs of each individual.
Experience with vulnerable customers:
Being able to identify and proactively connect with a vulnerable customer is not only a vital part of risk and reputation management but enables you to maintain long-lasting, profitable relationships. Our advisors have extensive training in this area of customer support.
Our expert customer service teams are on hand to assist you in handling all of your customer relationships whenever you need them, but it’s not just our people that make the difference – it’s our technology too!
With our state-of-the-art omnichannel engagement tools you can be sure that your outsourced customer service team is well-prepared for anything that comes their way.
From customer retention and win-back to technical support and query resolution, we’ve got you covered.
If you’d like to learn more about outsourced solutions for customer service, get in touch with a member of the Sigma Connected team today.
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.
What is an outsourced customer service solution?
Before you decide whether to commit to an outsourced solution, you should understand the benefits that they’ll have for your business.
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.
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.
Outsourced 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.
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:
- 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.
- 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.
- 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.
- 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.
Your outsourced customer service questions answered
You may be feeling apprehensive about outsourcing your customer service. You want to ensure that your business is represented in the right way and that your customers are receiving the best possible experience – we get it.
With Sigma Connected, you can have peace of mind knowing that your customer service is in safe hands. Backed by years of experience and with a wealth of client success stories, we are ready to drive your business forward. Using a collaborative approach and led by your goals, we will partner with you to create a system that works for your unique business. And don’t worry, we always maintain an active engagement with our clients, keeping them informed every step of the way.
Complete customer satisfaction is at the heart of everything we do and we won’t settle for anything less.
From handling enquiries and complaint resolutions to support with expanding your customer base, our customer service offering encompasses a range of tasks. We offer assistance where you need it most, with the flexibility to tailor our solutions to meet your specific needs, designed to grow with your business.
To us, customer service goes above and beyond simply answering calls and managing complaints. We recognise that every business has its own unique brand and reputation to be upheld and delivered.
Working with Sigma Connected is not only about implementing a cost-efficient and streamlined system but an opportunity to strengthen and expand your reputation. By fully immersing themselves into your vision and mission, our professional representatives make the perfect brand ambassadors. They are, in effect, the human embodiment of your brand. Touchpoints throughout the customer lifecycle offer the chance to promote your business as inclusive, proactive, and accommodating – and with our integrated multichannel system.
How well do you truly know your customers? As part of our service, we record and share any customer feedback, the good and the bad. Having a full understanding of how your customers are engaging with your products or services will enable you to continuously enhance your offering.
When it comes to delivering exceptional customer service, working in partnership with our clients is critical. We operate by a system of transparency and openness, providing you with live statistics straight from our call centres.
We believe that your challenges are our challenges and we never give up until we are delivering the best.
At Sigma Connected, we are driven by a continual process of learning and development. From the induction process to an ongoing performance review, we ensure our representatives are equipped to provide an exceptional level of service. Throughout our partnership, we will be dedicated to delivering a seamless experience for you and your customers.
So, how do we measure success? By setting KPIs that align with your individual business objectives, we are able to determine the effectiveness of our strategy and will provide regular performance updates. But it doesn’t stop there. We have an unmatched level of quality assurance, with an in-house team dedicated to the monitoring of standards. Our focus on ongoing improvement ensures that we are continually assessing and refining our processes, boosting the efficiency of our service and enhancing your reputation as a business.
If you are running a small business, providing great customer service is critical to building a loyal customer base and establishing yourself as a key player within a competitive market. However, setting up an in-house team with the expertise required to effectively handle a range of issues can be expensive.
Being cost-efficient is essential for the long-term sustainability of any small business. That’s where we come in. With Sigma Connected, you will have access to highly specialist skills and technologies, helping you tackle any number of enquiries in the most efficient way possible. Plus, we are extremely versatile with our customer service offering, with the way we agree on commercial terms meaning we can make it work for you.
If you are ready to invest in outsourcing the entire process, then great! Designed to enhance productivity and profitability, our end-to-end service is the right choice for you. Alternatively, we can support you with more specific pain points at any stage of the customer journey.
Simply get in touch with our expert team to discuss your unique requirements – we can create a bespoke solution to suit any budget and business type.
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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