Search by Tag
Showing 21 results for "Complaints"
Why complaint volumes are rising and what businesses can do about it – by Richard Ferris
Why complaint volumes are rising and what businesses can do about it Complaint volumes can tell you a lot about how your business is performing in practice. When they start rising, it usually means something is making the experience more difficult than it needs to be. That could be unclear updates, delayed responses or processes […]
Financial Services complaints management
Financial Services complaints management With UK inflation expected to be 7.25%, 7.5% in the EU, and 2.1% in Australia, living costs worldwide are rising dramatically for the financial services industry and its customers. As a result, money is tighter for many financial services customers, and they will likely become more protective of their funds. Due […]
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. […]
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 […]
Complaints: Turning fear into fuel – by Richard Ferris
Complaints: Turning fear into fuel Few words spark more unease in financial services than ‘complaint’. It carries the weight of regulatory pressure, reputational risk, and expensive remediation. But complaints don’t have to be a trigger for anxiety – reframed as intelligence, they can strengthen compliance efficiency, reduce operational costs, and improve customer outcomes. Complaints can […]
Complaint resolution is the new loyalty battleground – by Richard Ferris
Complaint resolution is the new loyalty battleground Loyalty in financial services is no longer just about perks like better rates, bonus points, or exclusive offers. Increasingly, it’s shaped by how firms respond when something goes wrong. Customers are paying closer attention to the resolution experience, and regulators are taking note too – the FCA’s Consumer […]
What if complaints were your biggest CX advantage? – by Richard Ferris
What if complaints were your biggest CX advantage? Every complaint carries insight. While resolving them takes time and resources, understanding them can help you lower regulatory costs and strengthen your financial services customer experience strategy. Complaints as a perceived cost centre Complaints are often seen as a cost centre, consuming time, increasing resolution costs, and […]
Our complaints centre of excellence
Our complaints centre of excellence Here at Sigma Connected, we adopt a human-first approach when it comes to complaint management. So, we put the human back into the customer experience. After all, that’s what makes a customer-centric service work so well! Combining powerful analytics with a culture of continuous development, our expert team is primed […]
How to turn customer complaints into opportunities
How to turn customer complaints into opportunities It’s common for companies to deal with customer complaints from time to time – it’s simply part of running a business. But while every company shares this experience, what differs drastically is how these complaints are handled – and it’s safe to say some do it much better […]