A Brisbane outsourcing firm which entered the Australian market last year has announced its first contract win with utility giant E.ON Next.
The new offshore partnership will see the Sigma Connected Group giving 24-hour support for the energy company’s customers for the first time between the UK and Australia – creating 33 new energy positions in Brisbane with more to follow by June.
Sigma will now support E.ON Next’s customers in the UK from Australia seven days a week between 8pm and 9am, handing over to a UK-based department to continue customer support throughout UK daytime hours.
The new contract with E.ON Next is already seeing a positive reaction from customers who are now able to access support around the clock.
Jason Cowan, Managing Director of Sigma Connected Australia, said: “This is a significant milestone for us here in Brisbane. Not only is it our very first contract since opening our new offices, but it also allows us to prove our customer service credentials to one of the world’s largest private energy suppliers.
“Although E.ON Next is based in the UK, partnering with us to offshore their customer service to a team in a different time zone means customers can have access to help and support all day, every day.
“The service already seems to be proving very popular, with over 100 direct messages after 10pm on just our first day of going live.
“That’s a great sign and underlines how important it is to provide a human touch for customers dealing with queries that can sometimes be complex.
“We are delighted to be able to deliver on our promise of creating new jobs in Australia and we won’t stop here, we want to build on this contract win going forward.”
Edward Tarelli, Operations Director at E.ON Next, added: “Through our partnership with Sigma Connected our customers can access help any time they need it and this additional customer support is already proving popular.
“We will be asking our customers for feedback and look forward to taking their comments on board and seeing how we can move this service forward in the future.”
Sigma Connected Group, which also has offices in the UK and South Africa, offers ‘white label’ customer contact centre services across the energy, water, retail, financial services and telecommunications sectors.
Its expansion into Australia last year formed part of the company’s ‘rapid growth plan’ led by Mr Cowan and the Group’s Board.