Complaint management

Handling complaints thoroughly and quickly

Effectively dealing with complaints from customers is an opportunity for you to reduce customer churn and improve business processes.

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Sigma Connected has extensive complaint management expertise

We can provide you with a range of effective complaint management services, including access to our senior team with industry expertise in specific sectors.

Our focus on compliance, training and development of staff allows you to focus your attention on other areas of your business.

Customer retention and win-back campaigns

Holding on to customers can be extremely challenging. As a result, business growth relies on establishing a strong sales pipeline and ensuring existing customers are not lost. We conduct client retention campaigns when your customers’ contracts are coming to an end or communication with customers may be limited due to available resources.

Complaint administration and bespoke systems

We have developed a complaint management platform that can be adapted to suit your individual needs. This can be integrated into your existing systems or can operate as a ‘stand alone’ platform.

Complaint handling process

We can provide you with highly trained customer service agents to ensure good complaint handling services are conducted on your behalf, dealing with long-term and short-term customer issues.

The types of complaints we handle include:

Root cause analysis

Understanding the trends in the complaints you receive, and then acting on this information to rectify operational processes, is crucial in solving problems in the longer term. We can both advise on and manage this process for you. In addition, our complaint management platform provides an audit trail of activity and can assist either us or you in identifying root causes.

Day 1 complaint handling

The effective early handling of complaints helps to retain loyal customers. It reduces the burden on specialised complaint handling teams, who should be more focused on escalated and complex issues. Our complaint management experience and expertise allows us to find a solution and close many of your complaints at source.

Benefits

Other services

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