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Organization Bio
Sigma Connected is a multi-award-winning provider of outsourced contact centre services, business process outsourcing, training and consultancy services. Our areas of expertise include customer acquisition, collections, complaints handling, customer services, and vulnerable customer support services.
Now with over 3000 employees, Sigma provides outsourced services to clients across all sectors, including utilities, finance, telecoms, retail and government.
Our focus is delivering the best customer experience possible so that our clients achieve their desired outcomes. We do this by training our teams to a high standard, using data and insight to analyse performance and trends, strict quality assurance measures and by adopting a test, learn and refine methodology on new operating models and techniques.
Our head office is in the UK but we have offices both in Cape Town and Johannesburg, South Africa and also in Brisbane, Australia. This enables us to provide a hybrid on-shore/off-shore operating model for organisations where it can deliver benefit.
Sigma Connected take our corporate responsibility seriously. We are committed to being carbon neutral by 2030 and one of the ways we will achieve this is by planting trees for each new member of staff. Additionally, we are supporting our local communities through impact sourcing both in the UK and South Africa.
Verticals
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Banking & Financial Services, Insurance, Retail & eCommerce, Telecommunications, Utilities & Energy
Accreditation
Organization Overview
- Number of Locations in Country: 1
- Major Points of Presence: Cape Town
- Operating Years: 14
- Business/Outsourcing Experience: 14
- Global Markets Serviced: The United Kingdom, North America, Australia
- Seat/Employee size: 3,000 – 5,000
Ratings
- GBS World: 10/10
- Glassdoor (Employee Satisfaction): 3.0/5
- Google: Loading reviews.../5
Certifications, Compliance and Qualifications
ISO 27001 Certified Data Security, ISO 9001 2015 Quality Management, PCI-DSS Compliance
Business Info
- Website: https://www.sigmaconnected.com/
Categories
Location
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5 Mocke Road, Cape Town, Western Cape 7945, South Africa
Country
GBS Services
• Inbound and outbound services
• Voice and non-voice services
• Customer acquisition
• Customer onboarding
• Customer services & complaint management
• Early arrears collections
• Vulnerable customer identification and management
• Back-office services
• Contact Centre Staff Training
• Hybrid working models
People & Talent
• IVR
• Advanced Call Routing
• Apps
• Omni-channel solutions
• Remote access
• Workforce Force Management
• Performance Management
• Analytics and insight
• Speech Analytics
• Voice
• Email
• Website
• Web chat
• Social Media
• SMS
Thought Leadership
Sigma Connected partners with IRIS on AI technology roll out
Business outsourcing provider Sigma Connected has announced an extended partnership with audio specialist IRIS Clarity as it further improves the company’s call handling and sound quality...
Sigma Connected announces its first international customer service operation from Cape Town township
Outsourcing specialist Sigma Connected has announced it is working with E.ON Next to relocate 100 employees to Sigma Connected’s Mitchells Plain offices, based in the township to...
Sigma Connected accredited as a top UK employer for second year in a row by The Sunday Times
Business outsourcing provider Sigma Connected has been named for the second year in a row as one of the UK’s top employers in the prestigious The...
Sigma Connected and BMet mark eight-year jobs partnership success
Two West Midlands organisations behind an award-winning jobs-and-skills partnership have marked eight years of their successful link-up.Since 2016, Sigma Connected and Birmingham’s BMet College...
Sigma Connected takes on the 1,000th graduate from the South African Impact Sourcing organization, Shadow Careers
Sigma Connected, UK-based BPO provider, is celebrating the success of a long-term partnership with a South African based organization. The partnership has helped secure jobs for hundreds of...
Sigma Connected and TDX Group form strategic partnership to support ethical debt collections
Debt-management specialist TDX Group, an Equifax company, has partnered with business outsourcing provider Sigma Connected, drawing on their respective debt insights and collection expertise for an all-in-one recovery...
Sigma Connected Group announces entry into US market
UK outsourcing specialist Sigma Connected has announced its expansion into the United States as it secures its first two new clients in the country.The...
Sigma Connected Group appoints Susan Young as Director of Insurance Services
Business outsourcing provider Sigma Connected has appointed experienced insurance specialist Susan Young as Director of Insurance Services as part of its ambition to grow in the sector.
Customer service in telecoms: it’s all about better connections – by Rob Sawle
Humanity has made huge leaps in what we can do with technology, but for some jobs, you still need a real person. For instance, when it comes to customer service,
Connecting communities – why Impact Sourcing makes a lasting difference – by Ben Jones
With a mounting number of outsourcing businesses carefully studying how they can operate in more socially responsible ways, the Impact Sourcing recruitment model is emerging as one way to continue to...
Complaints and how to handle them
What are the golden rules of dealing with unhappy customers?Complaints – why they’re a good thingThe phrase ‘I’d like to speak to the manager’ has become a long-running joke across...
The missing link: what the travel sector needs to do to regain customers’ trust and loyalty
In 2019, there were an incredible 1.9 billion international trips made globally and the travel sector accounted for almost 1 in 10 jobs worldwide.Then, it all came crashing to...
admin
March 6, 2024 at 1:06 pmSpeed and Ease
‘We were most impressed with the speed and ease at which they were able to set up and ‘go live’, with Sigma’s performance rapidly reaching parity with our own internal function. If I was to sum up what we found in working with Sigma Connected it would be the following:
A company who took a strategic partnership approach,
A company who could evidence the focus on customer experience,
A confident and professional management team.