Improving complaint handling by reducing re-opened & escalated complaints

Improving complaint handling by reducing re-opened & escalated complaints Get Connected 80 % Call quality score 265 % of collections target Overview As part of our ongoing continuous improvement activity for a major energy provider, Sigma Connected produces detailed analytics reports of service delivery in real time. When reviewing the reports, the operations team at […]
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Customer Retention

Customer Retention How we helped Coop Energy retain customers through white-label collections and direct debit reassessment campaigns. Get Connected Overview Sigma Connected had been the outsourcing partner for Coop Energy since 2016. During this time we established a team of 20 Full Time Employees (FTE) providing white-label collections and Direct Debit (DD) reassessment campaigns for […]
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Student Accommodation Debt

Student Accommodation Debt Get Connected Overview Sigma Connected has a history of collecting student debt dating back to 2018. This client worked on the debtor’s book using excel as a system to collect the debt, Sigma was able to provide a full debt collections service. It included the use of a well-known South African off-the-shelf Debt Collections system. […]
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Vulnerable customer support

Vulnerable customer support How we supported ScottishPower with their most vulnerable customers Get Connected Overview Since 2013, Sigma Connected has supported ScottishPower with their customer experience and contact solutions. Through delivering a high performance throughout the relationship, ScottishPower continue to add new services to the partnership. The challenge ScottishPower is constantly seeking to improve the […]
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Training an established supplier

Training an established supplier How we helped Spark Energy develop a bespoke and comprehensive training programme, to maximise collections opportunities. Get Connected ‘It was brilliant. The activities will help bring enthusiasm and the discussions will give everyone the skills they need going forward.’ – Spark Energy customer services advisor Overview Launched in 2008, Spark Energy […]
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The Housing Ombudsman Service dispute resolution

Dispute Resolution How we helped the Housing Ombudsman Service deal with a backlog of escalated disputes relating to complex tenancy agreements. Get Connected ‘From Sigma we have learnt further insights in terms of a professional approach to service development and service delivery and of consideration of flexible operating models to meet customer demand.’ – Director […]
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ReachOut Energy case study

ReachOut How our groundbreaking ReachOut service helped a leading energy company’s customers struggling with debt Get Connected 15 % Positive engagement 20 % Back in touch with client Overview With the coronavirus pandemic triggering financial difficulties for many people, Sigma’s groundbreaking ReachOut service has been used to assist a leading energy company’s members struggling with debt. The […]
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Smart Meter Appointments

Smart Meter Appointments How we assisted with smart meters and installations Get Connected Overview How we assisted a large UK energy supplier in its drive to communicate with customers about the benefits of Smart Meters and installations. The challenge Energy suppliers in the UK are required to offer all customers Smart Meters by December 2021. Longer […]
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Training new energy start up

Training new energy start up How we helped energy provider Pure Planet establish a strong reputation for service by providing quality training to its advisors. Get Connected 80 % Call quality score 265 % of collections target Overview How we helped energy provider Pure Planet, a new challenger in the highly competitive Energy sector, establish a […]
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