Sigma Connected’s ReachOut continues to support the vulnerable
The multi-award winning ReachOut initiative, launched during the Covid pandemic by GBS specialist Sigma Connected, has gone from strength to strength and continues to support thousands of vulnerable people, especially in the energy, water and financial services sectors.
ReachOut, a completely unique service, is all about re-engaging with those customers who have fallen out of contact, for whatever reason, and signposting them towards free advice to help address their underlying challenges such as managing personal finances, mental health and physical wellbeing.
The programme has sharply accelerated during the current cost of living crisis and economic downturn. Essentially, it sees one of Sigma’s trained Pathfinders make contact with customers who have stopped engaging with their supplier, helping them re-engage and also understand the support that is on offer either from that supplier or from charities.
Since its launch, ReachOut’s statistics are impressive with Pathfinders re-engaging with around 15-25% of customers at a critical point when they would have been sent to a debt collection agency.
Gary Gilburd, CEO of Sigma Connected Group said: “ReachOut is an idea which was in the making for some time as we knew it would support people if we introduced it correctly and trained our advisers to understand people’s circumstances, especially with increasing bills, energy prices, rising inflation and the end of furlough.
“It is designed to slot seamlessly into our clients’ collections strategy, and we truly feel that it shows how things can be done differently. We never ask for or take money, it’s about building trust, getting under the skin of the problem and finding the best, often tailored solution for that individual.
“What is unique about ReachOut is that we’re working with people who have stopped engaging to get them the help and support they need. The Pathfinders we have hand-picked are sympathetic, supportive and non-judgmental. That’s been a vital part of the initiative’s success and to help get people back on track, with feedback from clients being superb.
“Vitally, the last thing anyone wants is to be passed on to a debt collection agency, but naturally commercial suppliers also have their own costs to meet. We fully understand that and have proved we can make the connections to put everyone in a better place.
“The coming 12 months look really positive for ReachOut and we have developed a clear roadmap of improvements and enhancements to the service. It is an offering for our clients we simply couldn’t imagine being without.”
Sigma Connected is a GBS provider specialising in early and late-stage debt recovery, customer care services and lead generation projects. Founded in 2011, the company has offices and contact centre operations in South Africa, the UK and Australia.
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