The winter period traditionally sees an increase in customer contact from pre-payment customers, with the colder weather resulting in people using more gas than they do in warmer summer months.
Our client required a temporary increase in the number of pre-payment advisors to manage this peak period, and Sigma Connected agreed to be the sole supplier of additional pre-payment winter support.
Recruitment started in September, and teams were primed and ready to go at short notice, with advisors going live on calls within just six weeks.
Using a cloud based, low-cost deployment approach, advisors were able to work from ‘anywhere’, overcoming challenges faced by the Covid pandemic.
Advisors appointed by Sigma Connected took general pre-payment enquiries with a particular focus on assisting individuals who had lost their gas cards or whose meters did not match customer expectations in terms of credit.
Operating on the client’s billing system, we delivered the service in their name, and by using an offshore location in South Africa, the service was provided at a much lower cost.