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Posts by category
- Category: Videos
- Beyond the Title – with Mike Harfield
- Beyond the Title – with Gary Gilburd
- Discover our smarter fraud response
- Expanding beyond Cape Town metro: Paarl’s BPO potential | Ryan Strategic Advisory x Sigma Connected
- The human touch in customer experience | Ryan Strategic Advisory x Sigma Connected
- The truths & myths of offshoring
- Our people centric culture
- Our complaints centre of excellence
- The true cost of an agent
- Yongama Dolo | This is my story | Where is he now?
- Kashiefa Blaauw | This is my story | Where is she now?
- This is my story | Where are they now?
- The Cape Town experience
- Our collections agents and the support they provide
- Sometimes all you need is to speak to someone
- Why we excel at collections
- Fun times with our South African team
- We sit down and chat to our Impact Sourcing partners, Shadow Careers
- Being named a “Best Place to Work”.
- The Sunday Times Best Places to Work 2023
- We are Sigma Connected
- Complaints management overview
- Our collections ecosystem
- Non-household Water – Customer lifecycle
- Celebrating International Women’s Day
- Meet the team in Cape Town
- This is Sigma Connected South Africa
- ReachOut | Supporting vulnerable customers
- Ryan Strategic Advisory | Setting up a new CX location
- Ryan Strategic Advisory | South Africa as a destination of choice
- Ryan Strategy Advisory | The importance of the ‘human touch’
- Ryan Strategy Advisory | The importance of Impact Sourcing
- Kashiefa Blaauw | This Is My Story | A Sigma Connected Series
- Yongama Dolo | This Is My Story | A Sigma Connected Series
- Noxolo Makwayiba | This Is My Story | A Sigma Connected Series
- This is South Africa
- Ryan Strategic Advisory | Cape Town’s impressive infrastructure
- Ryan Strategic Advisory | Cape Town’s status as a leisure location destination
- Ryan Strategic Advisory | Talent at the heart of Cape Town’s BPO value proposition
- Ryan Strategic Advisory | Cape Town’s BPO ecosystem
- Category: Blog
- How to reduce contact centre demand without hiring more agents – by Rich Furlong
- Why complaint volumes are rising and what businesses can do about it – by Richard Ferris
- 15 years of Sigma Connected – how we built a different kind of BPO – by Mike Harfield
- Common outsourcing mistakes and how to avoid them – by Peter Doveren
- 7 signs your customer service team is at capacity – by Jo Watts
- 15 years of Sigma Connected – building a different kind of BPO – by Gary Gilburd
- Inbound vs outsourced vs offshored customer service – by Ben Jones
- Financial Services complaints management
- The energy sector crisis – what next for the water industry?
- Why fraud resolution matters more than detection speed – by Colin McMahon
- The human factor in fraud support – by Colin McMahon
- The year of grown-up AI in customer service – by Gary Gilburd
- How can chatbots improve customer service? – by Rich Furlong
- The future of contact centres: integrating people & technology – by Gary Gilburd
- How to build an ethical approach to AI in CX – by Peter Hopgood-Gravett
- Complaints: Turning fear into fuel – by Richard Ferris
- Complaint resolution is the new loyalty battleground – by Richard Ferris
- What if complaints were your biggest CX advantage? – by Richard Ferris
- A Q&A with Emily Cartwright, Head of Career Development
- Bee-yond expectations – by Yasmin Neal
- Human in the loop: why AI still needs a human touch
- Your data, our responsibility: Building trust through secure operations
- Building a better CX – one ingredient at a time
- Introducing our director of operational delivery… Errol van Graan
- Why is Customer Experience important? – by Ben Jones
- Advice from the front line: tips from Sigma Connected’s contact centre heroes – by Rich Furlong
- The impact of technology on customer service – by Peter Doveren
- A guide to the benefits of outsourcing in 2025 – by Ben Jones
- How to turn customer complaints into opportunities
- How to measure customer service success
- The UK’s digital switchover – why a spotlight should shine on the vulnerable
- New year, new challenges…but always staying true to our culture
- A fresh start: finding the right outsourcing partner for the year ahead – by Ben Jones
- Introducing our chief strategy officer… Peter Doveren
- Supporting your customers through a challenging winter – by Rob Sawle and Jonathan Shaw
- An industry under intense spotlight – what next with Motor Finance claims? – by Colin McMahon
- The importance of first contact resolution – by Richard Ferris
- Engagement and retention – how can you create a people-first culture? by Scott Evans
- Social media customer service guide 2025
- Preparing for the unexpected – the importance of customer service in crisis management
- Why contact centre agents are the true heroes of your brand – by Mike Harfield
- Introducing our dedicated sector specialist … Colin McMahon
- Introducing our dedicated sector specialist … Rob Sawle
- What’s the true cost of customer service?
- Introducing our dedicated sector specialist … Susan Young
- The role of negotiation in successful early arrears collections
- A Q&A with Rory Johnston, Trace & Commercial Manager at McLaren Credit Services
- The next step on our Disability Confident journey
- Empathy and human interaction are still key as people continue to struggle to pay bills
- Help your customers: 5 ways to deal with debt
- The ICS UK Customer Satisfaction Index – underlining the importance of the human connection – by Ben Jones
- Navigating a potential recession: How DCAs can help
- Why having happy staff leads to better customer outcomes – by Rich Furlong
- Is the quality of customer service really fading? – by Ben Jones
- Being a ReachOut Pathfinder – a Q&A with Lauren
- Impact Sourcing, and why it’s a key recruitment option for BPOs – by Mike Harfield
- How Sigma Connected is supporting vulnerable customers who are hard to reach? A Q&A with Sarah Henry
- What gives Sigma Connected the South African X factor? A Q&A with Bevin Sandras
- How BPOs can support as energy industry awaits Ofgem consumer consultation outcomes
- Customer service in telecoms: it’s all about better connections – by Rob Sawle
- Why the human touch is a must for Buy Now Pay Later providers – by Colin McMahon and Scott Collin
- Impact Sourcing in South Africa – a Q&A with Monique Smit and Loadine George
- One me, One Sigma – a Q&A with Scott Evans
- What Insurers and Intermediaries might have missed as they plan and prepare ahead of the FCA’s new Consumer Duty introduction
- Why capacity planning will help Financial Services firms cope with demand from customers seeking support
- Becoming an exceptional customer service advisor – a Q&A with Mogamat Ismail Jacobs
- What makes a great operations manager in an outsourced customer service world? a Q&A with Jean-Pierre Hansen
- Engaging with customers in debt journey
- A new approach to mental health and workplace wellbeing
- Mitchells Plain Ambassador brings us closer to the community – a Q&A with Ricky Mabee
- Creating an emotional connection with customers – by Mike Harfield
- Guest blog: Outsourcing destinations: South Africa vs Philippines – by Steve Holdsworth
- Outsourced complaint management – a Q&A with Emma King
- A new year needs a new outlook – by Gary Gilburd
- Customer-centric collections: How to identify consumer preferences
- How to implement segmentation into your contact strategy
- How to set a clear data strategy for omnichannel collections
- Celebrating Growth – Sumaiya Timm
- Quality assurance – Using technology to maximise human performance
- Customer acquisition – Always improving
- Human or digital? It’s about right time, right place – by Ben Jones
- The implications of worsening conditions for the travel sector
- Sigma Connected receives national recognition from Nedbank for home loans collections success
- South Africa culture alignment training – a Q&A with Fazlin Jones and Amanda Hughes
- Why it’s such a challenge to recruit the best talent – by Rich Furlong
- South Africa Spotlight: How we create expert customer service advisors at Sigma Connected – a Q&A with Sharna Stemmet and Shannon Rietmuller
- UK Energy Crisis – How customers were supported – by Rob Sawle
- Connecting with our South African advisors – a Q&A with Kadin Russoe
- How we deliver excellent customer service – a Q&A with Zaid Kamaldien
- Offshoring to South Africa – a Q&A with Bevin Sandras
- Top 7 retail customer services mistakes
- Christmas customer service checklist
- How to manage changing consumer habits
- Impact Sourcing in the UK
- The impact of customer disengagement on your business
- Smart meters: A solution to the energy crisis
- Speeding up smart meter installation
- Connecting with customers in financial difficulty
- Beating recruitment problems in today’s industry
- How financial institutions can help customers dealing with money problems
- Supporting positive mental health and wellbeing
- How do you manage your team?
- What makes self-managed teams successful?
- How do self-managed teams improve job satisfaction?
- Rising energy costs – will it drive a surge in requests for smart meters?
- Digital vs human: Comparing customer service channels
- How to keep the human element in customer service
- Why South African businesses should consider impact sourcing
- The human touch
- 4 reasons why human interactions beat digital
- How a human touch improves customer loyalty
- Why you should outsource the collections process
- The energy price cap and what it really means
- The consequences of late payments for your business
- How to make collections more straightforward
- An age abundant with renewable energy alternatives brings significant opportunities to Australian Utility providers
- Succeeding Through Strong Customer Service
- Handling Sensitive Situations in Customer Service
- Giving vulnerable customers the best experience
- Rising to the challenge – engaging a hybrid workforce
- How a good complaint handling strategy retains customers
- How Utility companies can leverage the advancements in the IoT industry for a better tomorrow
- How Utility providers can improve customer experience by replacing legacy operation & IT infrastructure
- Distributed energy resources – the risk and opportunity for Australian Utility Companies of leveraging technology and delivering “service experiences”
- Celebrating Growth – Salama Collisen
- Celebrating Growth – Nathan
- Celebrating Growth – Jean Pierre Hansen
- Day in the life of a pathfinder supporting vulnerable customers
- Why should South African businesses consider outsourcing? In conversation with Clayton Durand.
- Celebrating Growth – Tareeq Salie
- Learning and development – how Sigma is creating long-lasting excellence
- How the Utility sector is primed to leverage data and build a customer-centric future
- Increasing cost pressures on energy providers
- Vulnerable customers: How are Sigma reaching out?
- Self-managed teams and the changing shape of customer service
- Data protection and a potential Whitehall own goal
- Australia’s commitment to clean energy requires the Utility sector to introduce a stronger strategic digital capability.
- COP26’s priorities highlight the importance of our own contributions
- South Africa – In challenging times outsourcing could be the solution for your business
- The autumn surge and why energy suppliers must be prepared more than ever
- Staff shortages and how businesses should adapt to get through it
- Panic stations, and why retailers must plan and prepare
- Sigma’s Risk Rangers – risk management becomes part of the company culture
- Consumer vulnerability – an insightful panel discussion
- The UK energy market ‘crisis’
- Energy switching and the role providers can play
- Bounce Back Loans – a whitepaper
- Community recruitment – helping and supporting people back into work
- Category: Case Studies
- Supporting residents in debt – how Barnet Council used ReachOut to re-engage residents struggling with council tax arrears
- Achieving offshore excellence: scaling sales and service without compromise
- Building trust with a reputable bank through complex offshore fraud delivery
- Strengthening customer experience while cutting costs by 40%
- From 20 to 250FTE: growing together with trust
- How Sigma Connected delivered top-tier results through partnership and innovation
- How Sigma Connected successfully took on increased collections work with proven results for a well-known energy retailer
- How Sigma Connected helped SES Business Water strengthen their customer experience
- How Sigma Connected transformed collections for a leading motor finance provider through an onshore/offshore model
- 90% quality in 12 weeks: how we rebuilt a bank’s complaints system quickly
- Helping customers around the clock – how we revamped an energy supplier’s out-of-hours service
- How we supported Walsall Council in improving their Council Tax recovery process
- How we helped Shell Energy reduce customer complaints and save money
- How our relationship with a leading specialist bank has evolved over our decade-long partnership
- How our ReachOut service helped Ovo reengage with their customers
- ReachOut: supporting Folkestone and Hythe District Council to re-engage their residents struggling with Council Tax debt
- How a 10-year partnership with a large UK energy retailer has grown and delivered improved collection rates and high ROI
- How our offshore contact centre team in South Africa exceeded collection targets for a UK vehicle finance lender
- How we put the human touch back into an energy company’s chatbot process
- Early-stage collections – Increasing collections performance by 300%
- Effectively supporting huge SoLR transfers
- Improving complaint handling by reducing re-opened & escalated complaints
- Handling cancelled and failed energy direct debits, quickly and effectively
- A new energy start-up company and Sigma: a progressive and collaborative partnership
- Scottish Power sales
- Evolving to meet change
- Unsecured Loans-Debt Review Exit Matters
- Customer retention
- Student Accommodation Debt
- HomeLoans Portfolio
- Vulnerable customer support
- The Housing Ombudsman Service dispute resolution
- Complaint Management
- Water revenue assurance case study
- How we delivered and consistently improved performance on early collections
- Training new energy start up
- Extra Energy SoLR
- Providing outsourced collections for Avon
- Improving NPS
- Early Arrears Collections
- Energy Client – Complaint Management
- Category: Resources
- Resources and offshoring: The inner circle guide to South African contact centres
- How to transform your complaints process
- Managing dynamic fraud threats
- Transforming complaints into customer loyalty
- Customer service in the age of AI.
- Measuring success: What are the best KPIs for collections?
- The pros and cons of tech in CX
- Where should you base your customer service teams?
- Does your debt collection strategy really connect with customers?
- The importance of transparency in debt collections
- Customer service in the age of instant gratification – meeting expectations in real-time
- What is customer retention and why is it important?
- A homage to contact centre agents: the unsung heroes of your brand
- The top 5 truths and myths about offshoring
- Preparing for the unexpected: strategies for maintaining trust and reputation through customer service and crisis management
- Why is the human touch so important to customer service?
- The power of putting the human back into your CX
- Responsible collections: the guide to protecting customers during the cost-of-living crisis
- The importance of building a human connection with customers?
- What’s the true impact of Impact Sourcing
- Why 24/7 customer service is important
- Cape Town shines in global business services by Ryan Strategic Advisory
- 10 Key customer service principles
- The complete guide to complaint management
- How to improve customer service in business
- How to measure customer retention
- What is customer service and why is it important?
- The ultimate list of customer service skills
- The complete guide to executing an effective omnichannel collections strategy
- The missing link: what the travel sector needs to do to regain customers’ trust and loyalty
- How do your digital and voice strategies stack up against your peers?
- How outsourcing can help your business in the cost-of-living crisis
- Is the UK skills shortage impacting your customers’ experience?
- Why Cape Town is the ideal offshore customer service location
- Retail in the digital age
- How do your digital & voice collections strategies stack up against your peers?
- How to deliver exceptional customer service
- What role should brands play to support customers in challenging times?
- What is a self-managed team and how does it work
- Where’s the human element gone in customer service?
- Helping customers pay on time: Our top 3 approaches
- The importance of empathy during collections
- What does the customer experience of the future look like?
- Why outsource – Discover how outsourcing can benefit your business
- Bounce Back Loans – a fine balancing act for lenders
- Category: News
- Sigma Connected hat trick as Sunday Times top employer
- Sigma Connected appoints new Director of Operational Delivery
- Sigma Connected wins national UK award for Community Foundation success
- Sigma Connected donates IT equipment to support West Midlands charity
- Sigma Connected reach £100,000 donation mark for Birmingham Children’s Hospital Charity
- Jobs boost as Sigma Connected unveils new Paarl offices and contact centre
- Sigma Connected Group appoints Jamie O’Brien as director of telecoms
- Sigma Connected recognised for collections and recoveries excellence through Arum accreditation
- Sigma Connected partners with IRIS on AI technology roll out
- Sigma Connected announces its first international customer service operation from Cape Town township
- Sigma Connected accredited as a top UK employer for second year in a row by The Sunday Times
- Launch of Mental Health First Aider programme in South Africa
- Sigma Connected takes on the 1,000th graduate from the South African Impact Sourcing organisation Shadow Careers
- Sigma Connected takes on the 1,000th graduate from the South African Impact Sourcing organisation Shadow Careers
- Sigma Connected Group announces entry into the US market
- Sigma Connected Group appoints Susan Young as Director of Insurance Services
- Sigma Connected Group appoints Lesley Avinou to lead client partnerships
- UK Traveller Movement charity receives £1,000 Sigma Connected donation
- Sigma Connected’s Management team pledge monthly donation to Birmingham Children’s Hospital
- Sigma Connected employees select national foodbank for charity partnership
- Celebrating Growth – Abduraghiem Henry
- Birmingham jobs partnership wins WM Adult Learning Award
- Celebrating Growth – Terry Poole
- Sigma Connected recognised as a top UK employer by The Sunday Times
- Sigma Connected marks environmental tree-planting milestone as it hits 5,000 employees
- McLaren Credit Services secures Qualco partner status
- Celebrating Growth – Kyle Paulse
- The Siggy School of Success goes from strength to strength
- Celebrating Growth – Percival Petersen
- Celebrating Growth – Laurence Allan
- Sigma Connected becomes Mental Health Charter Platinum member
- Birmingham youth charity benefits from £2.000 Sigma donation
- Celebrating Growth – Abduraghiem Adams
- Celebrating Growth – Nur Andrews
- New research shows organisations are failing to grasp customer interaction needs
- Sigma Connected donates £5,000 to help vulnerable people at Christmas
- ECCCSA recognition for Sigma’s ReachOut Pathfinders
- School children’s education in Mitchells Plain to benefit from Sigma Connected donation
- Colin McMahon joins Sigma Connected as Director of Financial Services
- Sigma Connected’s ReachOut continues to support the vulnerable
- Sigma Connected wins South African ‘Jobs Creation Award’ in recognition of community commitment
- Sigma Connected unveils new Community Foundation with R10,000 charity donation
- Global growth continues as Sigma Connected appoints new Chief Strategy Officer
- Celebrating Growth – Dimitri Lee
- Celebrating Growth: Shannon Rietmuller
- Sigma Connected and Shadow Careers open Mitchells Plain contact centre and training facility to tackle youth unemployment
- Sigma Connected secures Yu Energy contract
- Midlands refugee charity benefits from £1,000 Sigma donation
- Sigma Connected helps KFM and LottoStar make history with R35,000 charity donation
- Sigma Connected celebrates multiple wins at Cape BPO Awards
- Nompumelelo Nyawo joins Sigma Connected to develop South African presence
- West Midlands children’s charity benefits from £1,000 donation
- Celebrating Growth – Iqra Arshad
- Celebrating Growth – Jennelle Cleophas
- Celebrating Growth – Zayne Manuels
- Sigma Connected bolsters senior management team in South Africa
- Brisbane firm Sigma Connected secures first outsourcing contract with E.ON Next
- Outsourcing firm launches new South African venture with Cape Town’s Mitchells Plain set to see new jobs
- Sigma Connected appoints specialist to lead its new credit services business
- Celebrating Growth – Mogamat Tauriq Williams
- Celebrating Growth – Ghumayd Devajee
- Sigma Connected wins Anglian Water vulnerable customer support contract
- Celebrating Growth – Leah Dewar-Reed
- Sigma Connected and Vanquis mark 10-year milestone with new customer service contract
- Midlands firm Sigma Connected donates £1,000 to help the homeless
- Over 1,000 new jobs created as Sigma Connected South Africa accelerates growth
- Sigma Connected shortlisted in three U&T Awards categories
- ReachOut wins CSA innovation award
- Sigma to plant a forest of trees to recognise employee growth
- Sigma Connected celebrates Level 1 B-BBEE compliance certification in South Africa
- Sigma celebrates Pure Planet contract win following vulnerable customer pilot
- ReachOut shortlisted for innovation award
- Sigma Connected grows leadership team through energy expert appointment
- Sigma Connected appoints new manager to lead South African growth
- Sigma features highly on Women in Credit Awards shortlist!
- Sigma Connected launches title sponsorship of the Lions Carling Currie Cup team this weekend with the British & Irish Lions match
- New jobs boost for young people as Sigma joins kickstart
- ReachOut makes #TheFirstStep easier through partnership with StepChange
- Boost to leadership team with financial services specialist
- Meet the MD: Gary Gilburd of the Sigma Financial Group
- The Sigma financial group expands into birmingham
- Category: Collections
- Category: Customer Services
- Category: CSR
- Category: Complaint Management
- Category: Energy
- Category: Finance
- Category: Water
- Category: ReachOut
- Category: Acquisition
- Category: Contact Centre
- Category: Offshoring
- Category: Retail
- Category: Telecommunications
- Category: Travel
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Awards
- BPTW 2025 logo
- UK Awards 2025 badges+30 Anniversary-Highly Comm HR
- UK Awards 2025 badges+30 Anniversary-Gold WinnerHR
- Utility Week Awards 2018
- U&T Awards 2018 Finalist
- Gold Award Winners
- Utility Week Awards 2019
- U&T Awards Finalist 2020
- U&T Awards Finalist 2021
- CSA Winner
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- ISO 27001
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- CCS Awards 2022
- U&T Award 2022
- UKNCCA23-Gold
- UT Awards 2017
- Women in Credit Awards
- UKCCF Awards
- U&T Awards Finalist
- U&T Awards Finalist 2019
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- MALG Member
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- CSA
- ISO27001
- ISO9001
- PCI DSS Complaint
- Midlands Contact Centre Award 2015
- UT Awards 2016
- UT 2016 Awards 2
- Midlands & Yorkshire Award 2016
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