What does award-winning employee engagement really look like? Let’s take a tour inside Sigma Connected’s strategy to find out.
Why Employee Engagement Should be Top of Every Reward Leader’s To-Do List
Engaged employees do more than show up. They bring their best every day. Yet, according to Gallup’s State of the Global Workplace report, only 21% of employees worldwide feel engaged at work. That leaves a massive gap to fill.
And it is not just a people problem. It is a business risk too.
Low engagement costs the global economy an estimated $438 billion a year. On the other hand, companies that get it right see:
- 23% higher profitability
- 18% more productivity
- 87% lower turnover
Sigma Connected understands this better than most. This leading global BPO, with nearly 5,000 employees, has been named a Sunday Times Best Place to Work for two years in a row. And they are aiming for a third. Their strategy goes beyond surface-level perks. It is a full commitment to putting people first.
Let’s look at how they made it happen, and what you can apply to your own engagement strategy.
How Sigma Connected Stands Out by Putting People First
Sigma Connected is not your typical contact centre operator. From Birmingham to Cape Town, they have built their reputation on a simple difference: employee experience comes first.
As Mark Cowen, Head of Colleague Experience, puts it:
“We do things differently here. And that difference starts with putting our people first, always.”
But this wasn’t always the case.
From Spreadsheet Struggles to Engagement Champions
Three years ago, Sigma’s benefits setup was, in a word: messy.
Manual processes, endless spreadsheets, and low employee take-up.
Today, they have transformed their entire approach. They have now:
- Doubled their range of benefits offered
- Launched a dedicated benefits platform (it’s Ben, BTW)
- Built a recognisable communication style that connects with their people
- Earned back-to-back recognition as a Sunday Times Best Place to Work for two consecutive years
So, how did they achieve this transformation? It all comes down to people, values, and action.
Sigma Connected’s Four Step Engagement Playbook
1. Putting Values First
Sigma keeps their values front and centre. They live by four simple values, and every decision passes through this filter. If a benefit or initiative does not fit the values, it does not make the cut.
This clarity helps them build a consistent experience for their 92% remote UK workforce, no matter where people are based.
2. Listening First, Acting Fast
Sigma knows that the best ideas come from the people using the benefits. They gather feedback regularly through:
- Monthly pulse surveys
- Bi-annual deep-dive engagement surveys
- Focus groups and town halls for new ideas
- A thriving community on Viva Engage
Mark explains it simply:
“Our people are honest. We get feedback fast, and we act on it.”
This constant loop of feedback and improvement is what they call #ImproveEverythingAlways.
3. Building Benefits That Actually Matter
Sigma’s approach is clear. Real impact beats one-off perks.
Their benefits strategy is designed to save employees money and make life easier.
With a balanced funding model (30% company-funded, 70% employee-funded), they offer more choice without breaking the bank. They also customise benefits locally, providing 28 unique perks for their South Africa team alone, including discounts on coffee and donuts.
Sigma takes the extra step to partner with local businesses to offer deals their competitors cannot match. Mark puts it perfectly:
“Everyone wants to save money, especially during a cost of living crisis. That is where we focus.”
4. Communicating Like Humans, Not Corporate Machines
Sigma’s communications are anything but corporate. Their team speaks in a way that is fun, clear, and full of personality.
- 90-second videos to explain benefits quickly
- Step-by-step guides for those who prefer written instructions
- Quarterly updates to keep benefits fresh
- Teaser campaigns to build excitement before launching new benefits
Mark explains the goal:
“We are not here to overload people with information. We are here to engage them with the right message at the right time.”
Why Technology Is the Backbone of Their Success
Sigma moved from spreadsheets to Ben’s benefits platform, creating one place for everything benefits-related.
The platform makes it easy for employees to:
- Access benefits with one click
- See what is on offer in real-time
- Enjoy a user-friendly experience that works for busy teams
Mark sums it up well:
“Our people are busy delivering great service. Our job is to make benefits easy to find and easy to use.”
Leadership Buy-In Brings the Strategy to Life
Sigma’s leadership team is not just approving benefits behind closed doors.
They are using them themselves.
Seeing leaders share their own experiences with gym discounts or savings on family days out builds trust and drives adoption.
“If the leadership team is using the benefits, it shows they are worth it. Simple as that.”
How Sigma Measures Success
Sigma uses a mix of data and real stories to track the impact of their engagement strategy:
- Results from employee surveys
- Real employee stories shared on Viva Engage
- External recognition as a Best Place to Work
- Tracking how much employees save through their benefits
- Retention data that proves the value of their approach
When employees decide to stay because the total package adds up, that is success in action.
Keeping Benefits Simple, Not Overwhelming
Sigma knows that too much choice can lead to decision fatigue.
Here is how they keep it simple:
- Choosing the best providers, not just the usual discount sites
- Pacing benefit launches to focus on one thing at a time
- Refreshing promotions quarterly to keep benefits top of mind
This way, employees get what they need without feeling overwhelmed.
What’s Next for Sigma? Even More Personalisation
Sigma’s team is not standing still. Here is what they are planning next:
- Localised benefits for specific regions and remote teams
- Pet perks to tap into their team’s love of animals
- Ongoing evaluation to keep improving their benefits package
As Mark says:
“We are always looking for that extra cherry on top, no matter where our people are.”
Six Lessons You Can Take From Sigma Connected
- Listen to your people. Feedback is your most valuable tool.
- Make benefits meaningful. Focus on what matters, not just what is easy.
- Stay true to your values. Keep your culture at the heart of every decision.
- Communicate clearly. Use the right channels and styles to reach everyone.
- Get leaders involved. Show that benefits matter at every level.
- Measure and adapt. Track what works and improve as you go.
Ready to Switch On Engagement at Your Organisation?
Sigma Connected proves that employee engagement is not about doing more, it is about doing what matters.
When you listen to your people, design benefits that truly add value, and communicate with confidence, you create a workplace where people feel connected and committed.
That is the kind of competitive advantage every business needs in 2025 and beyond.
Want Mark's Entire Playbook? Watch the full conversation between Mark Cowen (Global Head of Colleague Experience at Sigma Connected) and Carl Chapman (VP Benefit Design & Partnerships at Ben).