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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Evolving to meet change

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 […]
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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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HomeLoans Portfolio

HomeLoans Portfolio Get Connected Overview Sigma Connected started working with this client in September 2010. Initially, we started off with 500 cases and now hold over 1000 home loan accounts. Our core function is to recover the full outstanding balance of the home loans. Today, we continue to manage portions of this portfolio by mainly […]
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Continuous improvement

Continuous improvement How we helped several large energy suppliers with continuous improvements to their customer experience. Get Connected Overview Sigma offers continuous improvement to its clients by using our trusted Act, Measure, Feedback and Improve (AMFI) approach. The methodology is driven by the operations team and supported by strong analytics help identify where improvements can […]
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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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