Sigma is a flexible and supportive outsourcer
Energy companies provide a vital service across Australia – and the majority of the population will use one of their services at least once a day. But it’s a challenging business to be in right now, with profit margins tight – or non-existent – heavy regulation, and a seemingly never-ending rise in wholesale energy costs. Now, more than ever, is the time to look at every angle of financial costs to help maintain a profit.
That could be in the form of cost reduction; improved collection of debt; reducing losses through the settlements process; retaining existing and winning the right new customers in a cost-effective way; or maximising revenue through better billing.
Sigma has deep knowledge and experience in all of these areas and can find a solution to issues in every area of your business
Ben Jones, Chief Commercial Officer, Sigma Connected
Rob Sawle, Director of Energy Services, Sigma Connected
We also run an Energy Innovations Lab, bringing together people who have extensive experience working in the sector, across a variety of roles, pooling their knowledge on how to solve both client challenges, and those of their clients’ customers.
A trusted contact centre partner to the energy industry
We deliver back, middle and front office customer contact solutions to the energy sector, across the whole customer lifecycle from sales and onboarding to early arrears and late-stage collections. Each client is different, with different requirements, and we tailor our solutions to meet current, and changing, needs. We can offer offshore and onshore solutions and, increasingly, several clients are looking for a blend of both. Find out more about Sigma’s offshore solutions.
This ‘engaged’ 50% have often painstakingly researched their next move, compared prices online, or taken advice from friends and family. While the main channels for switching remain the Price Comparison Websites, some still rely on door-to-door sales and many utilise ‘refer a friend scheme’.
Other available channels are of course telephone sales, which is still a hugely successful way to sell. At Sigma, we support a number of energy clients with our low-cost outbound telesales from South Africa, with great results.
Whether you are an energy company or a price comparison site, whether it’s for new sales, inbound enquiries or retention activity, Sigma can support your business.
Sigma has proven ability in supporting energy companies with either long-term support or to help with short-term spikes in demand, or specific campaigns.
- Either in Australia or South Africa
- From Welcome Calls to queries on 1st Bill
These changes in communication channels present an opportunity for energy companies that don’t want to have voice contact offshore. Email and web chat can be handled very effectively offshore, and the savings either invested into onshore voice contact, or other projects or priorities.
Sigma supports voice contact onshore and offshore in South Africa, with some clients choosing a blend of both.
This is a key area of focus for Sigma and, by adding additional resource in a low-cost offshore location, energy companies can resource up to the required levels to be able to offer the service expected from their customers
We see the top reasons for customers complaining revolving around energy industry-specific problems like bill queries, smart meter issues and problems with switching. That’s why it’s vital to use a partner, like Sigma, that has expertise in the energy sector.
We particularly focus on early contact from our dedicated team of customer advisors, that are specialists in the early stages of the arrears process. Early contact is becoming an increasingly important part of energy companies’ approach, particularly in the current economic climate. Customers struggling to pay should be offered support and appropriate solutions before the debt becomes unmanageable.
- Metering queries
- Erroneous Transfers
- Feed in Tariff
- Prepayment Misdirected Payments
- Change of Occupier
- Middle office work (Handoffs from call centre)
- Commissioning or re-commissioning of Smart Meters
- Direct Debit Re-assessment
Sigma customer advisors are experienced at identifying vulnerability – and potential vulnerability – and can proactively engage with customers to offer the necessary support. Regular contact can be maintained with the customer to continue support and take pre-emptive, practical measures to help. Our award winning ReachOut service is helping a growing number of our UK clients engage with customers who potentially have problem debt.
Sigma is supporting energy companies with both these challenges. As a specialist outsourcer in energy, our team is fixing many hundreds of smart meter issues every day.