Offshoring solutions

Offshoring solutions

Outsourcing contact centre solutions to South Africa
We deliver services for many of our successful long-term partnership contracts from our contact centre operations in South Africa.

At Sigma Connected, we’re proud to offer exceptional offshoring solutions with our expert team based in Cape Town, South Africa.

Our offshoring team combined customer service experience with empathy and problem solving skills to create the ideal communication experience for your customers.

With a commitment to personable service and efficiency, it’s no surprise to see that Cape Town has been voted the best offshoring destination in the globe on more than one occasion, and we’d be surprised if that trend didn’t continue in the coming years.

 

Research shows that customer retention rates for South African offshore teams is at least 5% higher than those using offshore teams in other locations – in competitive markets, this could make a huge difference to your overall revenue figures over time and saves costs on win-back activity.

Offshoring presents businesses with a quick, cost-effective solution when looking to increase capacity or bring additional expertise into their operations without having to make full-time hires to fill the gaps.

It’s cheaper, yet just as effective – the perfect combination for any business.

It’s a simple, low-risk investment that brings instant access to a workforce that delivers high-quality customer experience at a lower cost.

We provide bespoke solutions that are designed to offer your business exactly what it needs when it needs it.

And to help you stay in full control of your customer service activity, we ensure that we provide hybrid solutions with delivery provided in South Africa, managed to the same governance framework as the onshore call centre to ensure consistent customer experience quality.

If you’d like to learn more about how we can help you to integrate offshore solutions into your day-to-day operations, get in touch with us right here on our website!

Our team will be in touch to discuss your pain points as a business, learn more about the challenges you’re facing, and start to develop a bespoke offshoring package that ticks all of your boxes.

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What is offshoring?

Offshoring is the process of outsourcing your business functions to a team of skilled workers in another country.

There can be many reasons that functions may be outsourced overseas, with cost and resource availability being two of the major factors that commonly contribute to the decision.

When done correctly, offshoring will give you high-quality support for your business functions at a cost that can’t be beaten – it’s a great move from all perspectives, making it an incredibly astute decision.

Of course, this all depends on one key factor – it has to be done right.

Here at Sigma Connected, high-quality service is our passion.

We’re looking to create solutions that don’t just offer base-level support but help you to increase the quality of your customer’s experience across the board, helping you to retain customers even in competitive marketplaces.

We don’t see our offshoring teams as a separate entity from your internal operations – they’re an extension of your business and they’re driven to help you maintain high standards at every moment.

Your brand is your most important asset, so it’s important that we help you to protect and expand that in the best way possible.

Offshore Outsourcing Services Offshore Outsourcing Services

Here’s a rundown of the biggest benefits that you’ll gain when you’re working with Sigma Connected’s experienced, dedicated offshore customer teams:

Cost is a key factor that every business will consider before making any decisions.

Whilst other factors may have a huge impact on the decision, it’s likely that the cost benefits that a solution provides will be the thing that tips the balance one way or another.

And that’s why offshoring solutions are such a popular choice for businesses looking for cost-effective solutions to their customer contact challenges.

When you’re working with our offshore team in South Africa, you’ll get the best of both worlds – it’s top-class service that works for you and your customers, at a price that’s affordable and easy to scale as your business grows.

Recruiting new employees isn’t easy and experience comes at a price.

For many businesses, this means a choice must be made:

Train low-skilled employees at a reduced cost, or increase the cost to hire experienced team members.

As you can imagine, this can feel like being stuck between a rock and a hard place.

Sigma Connected’s offshoring solutions remove this dilemma entirely.

With our solutions in South Africa, you’ll have access to large teams who know the customer communications industry inside and out and have the empathy and understanding to build a real connection..

You don’t need to worry about being misrepresented, you don’t need to worry about customers being frustrated, and you don’t need to worry about a lack of resources.

It’s all taken care of.

We’ll even ensure that you have access to our senior team, who have a wealth of experience in your sector to ensure that you’ve got qualified experts handling the conversations that count providing the right advice and guidance to your customersm.

Some of the industries in which our experts will be able to assist are:

But why would you choose to utilise our offshore team in South Africa?

We work with an expert customer experience team based in South Africa due to their ability to offer first-rate service and connect with native English speakers fluently.

By combining fantastic English proficiency with high emotional intelligence and an ability to connect with customers that’s second to none, our South African offshore team feels like a mirror-image of a UK-based team.

This gives your customers the familiar, comforting contact experience that they’re searching for at a cost that works for your business.

On a fundamental level, this is the core benefit that offshore solutions provide to any business that engages with our teams.

You’ll have access to a larger team of skilled operatives, increasing your ability to handle calls, deal with complaints, action collections, and even acquire new business.

This ability to rapidly increase capacity can be invaluable to businesses during periods of accelerated growth – internal recruitment can be both expensive and time-consuming, but with offshoring, you’ll have additional staff on hand and ready to go at short notice.

It’s a full-scalable solution designed to provide you with the assistance you need, at the level you need it, whenever it’s required.

It’s natural to be wary of partnering with an operation that’s based thousands of miles from your business HQ, but with Sigma Connected’s South African team, it’s like working with a UK-based team in terms of everything but proximity.

You’ll have full control over how our team is utilised and can even choose to deploy a hybrid model that splits communications between your onshore team and our offshore team.

No matter how you choose to manage this additional capacity, you can be sure that we adhere to UK governance structures and withhold UK communication standards at all times, ensuring that there’s no difference in service between your internal team and our South African experts.

Every business looks to make decisions that help to reduce risk and offshoring is certainly something that helps to significantly reduce financial risk.

Offshoring is a considerably cheaper model than hiring new staff and providing training and mentorship to onshore workforces, which are becoming increasingly difficult to recruit.

This isn’t just costly financially, it also increases the number of internal resources that are being wasted on admin, when it could be spent contributing to productivity.

Our teams know how to diffuse situations and help customers to achieve the outcome that they desire with minimal fuss, which helps to protect your brand, elevate your reputation, and minimise escalated complaints cases.

Offshoring in itself isn’t a single solution.

It’s a concept. At Sigma Connected, our offshoring solutions can be divided into several different core services. This gives you more flexibility to balance internal strengths and weaknesses to find a collaborative process that makes the best use of your resources and ours.

Offshoring solutions

Here are the core capabilities that our offshore team in Cape Town, South Africa will be able to assist your business with:

Customer service is one of the most important things that any business has to focus on but it requires time, effort, training, and capacity.

All of which can be pretty hard to find when you’re focusing on the big picture.

Our teams are massively experienced when it comes to communicating with customers.

We’ll handle customer relationships in any capacity that you need us to, treating each call, email, and social media message with the level of respect that your customers deserve.

But our input doesn’t end once the call ends. We’ll use our state-of-the-art platforms and tools to monitor, analyse, and report on our customer service performance in line with your KPIs.

We’ll help you to see your ROI clearly, but we won’t stop there – we’re constantly looking to adapt, improve, and refine our services to better suit our clients.

If we spot an opportunity to improve your customer service approach, we’ll conduct the research, run the tests, look at the data, and tweak our approach based on what we find.

We’re never standing still, so you can be sure you’re always ahead of the curve.

Sigma Connected’s hybrid model helps you to utilise South African support in a way that’ll provide maximum benefit to your business – it’s a large team with a huge talent pool waiting in reserve, but all activity is monitored and managed by our UK governance process to ensure the highest standards are maintained across the board.

Collections are a key part of business operations, but we often find that most organisations don’t have a real strategy in place to optimise the way that payments are collected until it’s too late and payments have been missed.

When we’re assisting you in your collections process, we’ll be sure to handle every situation with the care and attention that’s needed.

Customers are complex entities with lots of external factors impacting their ability to make their payments, so we’ll look to work with your audience in a constructive and supportive manner, creating more brand loyalty and encouraging customers to be more engaged with the payments process.

When it comes to connecting with your customers on a personal level, there’s nobody better equipped than our friendly South African team.

Our offshore team in South Africa is driven to achieve a high return on debts through a range of industry-leading methods, utilising multiple touch points with customers to maximise impact.

But this doesn’t mean that our team members aren’t friendly, empathetic, and a joy to talk to. When your customers chat with our offshore team they’ll feel comfortable, relaxed, and engaged, helping to encourage the right action and get their payments back on track.

By taking this personable approach, we’re able to maximise the number of on-time and recovered payments received, whilst minimising the number of cases that need to be escalated as debt recovery cases.

Our support during the collections process is incredibly thorough – we can offer assistance at every stage of the journey to ensure that every base is covered, but we can also just focus our efforts on one particular stage of the process.

Our strategy is always bespoke to what your business needs.

Of course, there are times that collections do fail and cases need to be escalated – in these circumstances, you’ll want to be working with a debt recovery specialist that knows how to engage with customers and retrieve owed funds.

Our debt collection agency, McLarens Credit Services, enables us to engage customers in the latest stages of the debt collection cycle as effectively as possible.

McLarens offers an innovative resolution to issues created by missed collections, working in an ethical manner that remains compliant with industry guidelines at all times.

If you’d like to learn more about late-stage collections with McLarens Credit Services, head over to this page for all the information!

Managing complaints can be a tough maze to navigate, but with an experienced team of customer support specialists helping you to handle the communications, the path feels a little clearer.

From time to time, customer complaints will happen – it’s an unfortunate part of business, but one that needs to be considered and prepared for at an early stage.

The better the preparation is, the better the response will be.

It’s not just about managing complaints, either. Our complaints team can assist on a much more granular level, ensuring that complaints are followed up with customer retention and win-back campaigns that secure customer loyalty and diffuse situations productively.

It’s much easier and cheaper to retain a customer than it is to earn a new one, so we’ll ensure that we’re working to win back unhappy customers as often as we can.

Once a complaint has reached its conclusion, it will then be added to our data collection process, which helps us to review the number of complaints received for different areas of your business.

From here, we can conduct our root cause analysis to dig deeper, find the cause of the issue, and suggest the necessary steps required to prevent the same issue from resurfacing for future customers.

Start your journey with Sigma Connected today

Our goal at Sigma Connected is to help your business to engage with customers effectively. We’re driven to enhance the customer experience through outsourcing, which is why we’re so passionate about our offshoring solutions.

If you’re ready to start developing your bespoke offshoring plan with the team here at Sigma Connected, fill out our contact form today!

Alternatively, you can head over to our insights page to find our thoughts on some of the most pressing issues in the customer service industry, or head over to our about us page to learn more about our passion for top-class, people-first solutions!

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