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 […]

Handling cancelled and failed energy direct debits, quickly and effectively Get Connected 80 % Call quality score 265 % of collections target Overview A large UK energy company was experiencing a considerable increase in the number of cancelled and failed payments from customers. They approached Sigma Connected to see if we could connect with their […]

Scottish Power sales How we established an outbound sales team for Scottish Power. Get Connected 80 % Call quality score 265 % of collections target Overview Sigma Connected has an established, and ongoing relationship with ScottishPower specifically in Early Collections. In 2017, we expanded this relationship by establishing an outbound sales team to qualify leads […]

Reducing Direct Debit failures How we helped reduce high levels of Direct Debit failures Get Connected 80 % Call quality score 265 % of collections target Overview Sigma Connected became the partner of choice for a medium sized energy supplier that wanted to reduce the high volume of Direct Debit failures they were encountering. The […]

Spark Energy Case Study – Training an established energy supplier Get Connected 80 % Call quality score 265 % of collections target ‘Our ‘Right First Time’ percentage has gone up since the training we received, which has been fundamental in giving us the ability to handle calls appropriately.’ – Spark Energy account manager Overview In […]

Evolving to meet change How a long-term partnership with a well-known bank has evolved to meet change Get Connected Overview A persistent concern many organisations have about outsourcing is ending up locked into a rigid contract, stuck with the same ways of working as when you first signed up. And, while that may be true […]

Unsecured Loans-Debt Review Exit Matters Get Connected Overview Since 2008 Sigma Connected has been providing debt collections services to one of the biggest unsecured debt lenders in the country across a number of brands. We first worked with this client on their Potential Debt Sale placements before they were sold. This was proof to the […]

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 […]

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. […]