So, when you outsource your customer contact to us, we add in a powerful data analytics and insight service on top. We have a team of expert performance analysts – all with deep sector specific expertise – tracking real time operational performance data. Using the Power BI reporting suite, the team can identify immediate issues, as well as look at performance and spot patterns over longer periods of time. And we don’t just fire out reports, the team analyses the data to get to the heart of what is driving fluctuations. We can then give you a root cause analysis of what is impacting performance so we can all make appropriate changes.

We’re aware that a feeling of a lack of control and visibility is a long-standing concern of clients when it comes to outsourcing a service. At Sigma we operate in true partnership with our clients, where nothing is hidden, and that goes for our data and analytics service too. There’s no waiting for a monthly presentation – our clients have access to the same live data we do. So, if there’s suddenly an increase in wait time, or the contact rate dips, they can see that too – and be reassured that we’re on the case and looking closely at what might be causing it.

Managing and validating the conversations advisors hold with customers daily is a vital and challenging element of running a contact centre. We ensure that we weave quality monitoring into everything we do enabling us to continuously improve service quality and customer experience.

Sigma has a specialised and independent Quality Assurance team that carries out quality assessments not only within our own customer contact centres but also in those our clients retain in-house.

The Quality Assurance team link their findings with our dedicated training and development team. This ensures that all our 3000 plus advisors’ skills are constantly developed and improved.

Sigma’s offshore operation in South Africa was established in 2009 and it continues to go from strength to strength with over 1000 customer advisers.

Find out more about our offshoring solutions here

Vulnerability, including financial hardship, can be permanent or temporary and can affect anyone from time to time. The factors that make a customer vulnerable are many, ranging from physical or mental illness to personal circumstances.

We believe it is crucial that our customer advisors are trained to effectively identify vulnerable customers so they can proactively engage with them and offer the necessary support.

Our strong belief in supporting vulnerable customers has led to the creation of ReachOut, a dedicated service that our clients can use to engage with those customers who are struggling.

We recognise that every business is unique, and we pride ourselves on working in partnership with our clients to deliver the customer service experience their customers want. Many of our management team have worked within client customer service operations and therefore understand the challenges and pressures that are being faced day to day. They work alongside the client retained team to ensure that the service we are delivering is specifically tailored to meet their’s and their customers’ needs.