Complaint Management

Customer complaints are an opportunity to both reduce customer churn and improve business processes

Sigma has considerable complaint management expertise

Sigma provide a range of Complaint Management Services to energy utility clients. In what is a significant area of growth, our focus upon, compliance, training and development of staff, and tailoring the service delivery to specifically meet each client’s exacting demands is allowing clients to focus their attention on other areas of their business, safe in the knowledge that customer complaints are being professionally handled.

Complaint Administration

Sigma is able to provide dedicated agents which will provide process driven responses to standard complaint types. These sort of complaints can be dealt with quickly and in high volumes.

Complaint Handling

Sigma can provide highly trained Complaint Handlers to conduct complaint handling services for clients on a ‘white label’ basis. These can be provided for the long-term as part of an overall complaints management process or simply short-term in order to address an immediate requirement or complaints back-log.

Types of complaints handled include:

  • BAU Complaints
  • Escalated Complaints
  • Ombudsman Complaints
  • Executive Level Complaints
  • Complaints relating to SMART Meters (installations, service, bills)
  • Complex Complaints (e.g. in line with industry back-billing code)

Bespoke Systems

Having worked with several clients in delivering their complaint management solutions, Sigma recognised the requirement for a CRM platform which would ease the complaint workflow and management process whilst ensuring compliance with regulatory bodies such as OFGEM and the Financial Conduct Authority (FCA). Sigma has developed a bespoke complaint management platform which can be tailored to suit individual client requirements. Integrated to client CRM systems or operating as a ‘stand alone’, the platform can be used either by Sigma Complaint Handlers, or licensed for use by our clients’ internal teams.

The System acts as a ‘commitment tracker’, ensuring that we always deliver on the promises made by our Complaint Handlers.

Root Cause Analysis

Understanding any trends in complaints received and then acting on this information to mitigate recurrence is a crucial element of complaint management.

Sigma can both advise on and manage this process for clients. Further, our complaint management platform provides a robust audit trail of activity and produces Management Information which supports the identification of root causes.

Redditch Office
Grosvenor House
Prospect Hill
B97 4DL

Birmingham Office
46 The Priory Queensway
B4 7LR