Sigma has considerable Complaint Management Expertise
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)
As a result, Sigma has developed a bespoke complaint management platform that can be tailored to suit individual client requirements. This is integrated to client CRM systems or can operate 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.
Sigma can both advise on and manage this process for clients. Further, our complaint management platform provides a robust audit trail of activity. In addition, it produces Management Information that supports the identification of root causes.