Specialist Staff Training

Sigma is an energy sector specialist with circa 85% of our Customer Advisors dedicated to supporting our energy sector clients. Our knowledge and experience in this area has led us to develop and deliver a range of energy specific training programmes for our clients including:

• Utilise It! – An overview of OFGEM, its regulations and responsibilities to the act (specific to debt).
• Life Cycle of a Utilities Debt – Establishing knowledge of the collections, recoveries, field visits, warrants and disconnections process for customers. What are the consequences of non-payment / non-engagement?
• Working with EVE – Provides Advisors with the skills to recognise and adapt their approach to the different types of customers (Emotive, Vague and Engaged), incorporating techniques to enhance communication and influence.
• Call Management – Provides Advisors with the skills and confidence to open, lead and close a call, retaining control of the conversation at all times. This includes active listening and handling conflict.
• Challenge or an Opportunity? – Examining the difference between an objection and a dispute and the various methods to handle each.
• Getting the Right Plan – Focussing on practices and skills to help Advisors determine the best outcome for the customer based on their individual circumstances.
• Vulnerability and Debt – How to identify vulnerability, including Financial Hardship and other vulnerabilities and how they relate to debt. Focusing on getting the right outcome for vulnerable customers in debt.
• Technical Training (Debt Specific) –The system and / or process knowledge that is required when handling debt discussions and setting payment plans (e.g. I & E screens, payment arrangements, etc.).