Author: Mango

What is Lead Generation? And How a Call Centre Can Help 

Posted on by Mango
Lead generation blog featured image. Photo of people in meeting with purple overlay, white text and white icons.

If you’re curious about lead generation, then you’ve come to the right blog post! 

The journey of generating leads is essential for organisations of all kinds to consider. Whether you’re a charity or corporation – cracking the code of capturing high-quality prospects can return many, many rewards.  

No matter your understanding of the complexities of lead generation, read on for a complete breakdown of the term, how it works in a call centre setting, and why this solution might be just what you need to expand your efforts. 

What Does ‘Lead Generation’ Mean? 

In essence, lead generation is a process which focuses on engaging a target audience to the point where they want to take some form of action to indicate their interest.  

More specifically, a ‘lead’ is anyone who demonstrates attraction to a certain cause, product or service, but may not be ready to take the leap and fully commit yet.  

It is then up to the organisation, or the agency working on their behalf, to identify, nurture and convert these leads from being simply possibilities into secured – and potentially repeat – customers. 

The ultimate goal is to streamline the conversion process by creating a steady pipeline of qualified prospects to connect with and encourage loyalty. 

Despite its significance, effective lead generation continues to be one of the most challenging tasks for all organisations. That’s why we see many clients come to Mango for strategic guidance and tactics to ensure success in this area.  

Below, we’ll explore the role call centres play in lead generation, and why organisations seek support through this method. 

The Call Centre Role in Generating Leads 

Using a call centre to aid the lead generation process is a strategic approach which can help you get ahead more quickly, rather than trying to start from scratch inhouse. For example, at Mango, we offer lead generation as a specialist service, curating the caller journey (whether inbound or outbound) to maximise these opportunities.  

By using bespoke communication techniques, we spark interest in client’s products or services, turning potential prospects into valuable customers.  

We do this through two different methods: inbound and outbound lead generation. 

Inbound  

In a call centre setting, inbound lead generation is the process of agents handling incoming enquiries from potential customers. These can come through various channels like phone calls, emails, or live chat messages. The primary goal is to convert these inbound queries into leads by providing relevant information and addressing any concerns the person might have. 

By addressing the possible pain points and interests of the target audience, agents can convert prospects into leads through capturing their data to add to a mailing list, sending them information directly or offering them an exclusive discount code, for example.  

This process can be taken one step further and a full sales process can be actioned by the agent handling the interaction through expert sales techniques and excellent customer service skills. 

Outbound 

Outbound lead generation is a proactive strategy where businesses initiate contact with potential customers through direct outreach. 

By connecting to potential customers through calling, email campaigns, and social media outreach, agents aim to generate interest and identify qualified leads from a broader audience.  

While outbound lead generation relies on targeted efforts to find and engage people who may not actively seek the product or service – it can quickly generate leads, drive immediate results and expand a company’s customer base – making it a valuable component of a sales strategy. 

how mango support with lead generation. Man sitting on chair with thumbs up. Orange background with purple bubbles containing white text.

The Lead Gen Process 

Now that you’ve learned a little bit more about lead generation, it’s time for the exciting stuff – the generation of leads! 

Below is a step-by-step guide of the lead generation process: 

1. Initial Contact 

The initial contact involves reaching out to potential customers. If taking a direct approach, this includes making phone calls, writing emails, or instigating social media interactions. Indirectly, this could be through targeted ads via social media, Google, or print materials. The ultimate aim is to introduce the company and its offerings to evoke interest.  

2. Qualifying Leads 

Once interest has been sparked, which can be gauged from interactions or data, the process moves into the qualifying stage, where the lead’s potential is determined and tested. This includes better understanding needs, budget, and decision-making indicators. 

3. Nurturing Leads 

Nurturing involves regular follow-ups and providing valuable content to keep the lead engaged. This could be through scheduled calls, email newsletters, email/social media message follow-ups, and continued targeted ads. This helps in building a relationship and keeping the company top of mind. 

4. Converting Leads 

The final step is converting the leads into customers by facilitating a smooth transition to closing the sale, ensuring a seamless, successful customer experience journey so as not to disrupt this vital step. 

specifics for lead generation. woman smiling holding phone in background. purple fading into orange overlay with white text.

The Benefits of Outsourced Lead Generation Support 

Lead generation is an important, intricate process that must be treated with the highest level of attention and care to be successful.  

As such, having outsourced support can make a huge, positive difference to results. Below are some of the expected benefits of using an experienced provider like Mango to manage your next lead generation project: 

Cost-Effective and Flexible 

Outsourcing lead generation can be more cost-effective than maintaining an in-house team. It also offers flexibility to scale operations based on business needs. 

Boost Sales 

By providing a steady stream of qualified leads, the call centre teams help to boost sales and improve conversion rates. 

Provide Valuable Customer Insights 

Regular interactions with potential customers provide valuable insights into their preferences and pain points, helping in refining marketing strategies. 

There are plenty more reasons why a lead generation service is beneficial, but we really could go on forever!   

Having an outsourced call centre means your project is good hands at every stage, with experts there when you need them to optimise across all stages and areas.  

At Mango, we are a team of innovative, ethical professionals with a wealth of telemarketing experience in all its aspects. There’s not a lot we can’t answer, so if you are seeking an all-in-one Contact Centre solution, please talk to Mango today! 

5 Benefits of Call Centre Support During Christmas 

Posted on by Mango

We’re now in November, meaning the most wonderful time of the year is right around the corner – where does the time go?! 

With Christmas fast approaching, we can’t deny that as demand gets higher, businesses big and small become busier by the day. In fact, research shows that customer queries increase by over 75% during the festive period! 

As such, it’s normal to need a little helping hand to cope with unpredictable volume, especially as we enter the hectic holiday season. At Mango, that’s exactly what we’re here for – to offer call centre support so no one misses the vital opportunity to make a good impression. 

In this blog, we show just how beneficial it is to have standby call centre support, particularly over Christmas. 

Why Hire a Call Centre Over Christmas? 

Call centres serve many purposes, which are usually tailored to meet the needs and goals of the client they are working with.  

For example, if your current operations can’t handle the high volumes of inbound calls you’re receiving from customers, then a full-service, outsourced call centre can provide a solution that’s designed to suit you. This may be on an ad hoc basis e.g. if call volume increases in spikes, or as part of an ongoing contract e.g. regular, around-the-clock handling.   

In essence, a call centre like Mango is used to handling every type of contact point, from phone calls to email, webchat, text messaging and more! 

At Mango, our main purpose is to work our magic to handle customer interactions of all kinds in an effective and timely manner, giving our clients the freedom to focus on what they do best. 

There are many more reasons why we see an influx of new clients around Christmastime, with some of the core benefits they enjoy including: 

Cost Efficiency 

When trying to keep up with call volumes and customer demand yourself, your business can end up spending more time, effort and money on extensive recruitment processes for seasonal staff. Whether this is done inhouse or through an agency, it all adds up! 

Hiring a call centre as opposed to implementing your own onboarding journey is far more cost effective, as you can expect a team that are already well-versed in their role, and this expertise is a key part of the call centre package deal. 

You’ll also save on hefty investments in technology software and licensing, telephony equipment and resource planning (to name just a few!). 

Consistency 

Consistency is one of the biggest perks you’ll receive from a telemarketing agency. From the refined implementation process right through to campaign strategy and management, clients are glad of the streamlined structure during an otherwise chaotic time! 

Not only this, as an established call centre, we guarantee up-time 24/7/365 days a year. This level of consistency can take a significant amount of time to match when keeping everything inhouse, whereas outsourcing provides the luxury of immediate stability. 

Trained Professionals 

When you hire a call centre, you gain access to agents who are experts in customer engagement, with skills including rapport building, active listening and actioning best practices according to industry legislation.  

This not only reduces time and money spent training new staff for those roles, but it also helps you achieve more results in a quicker timespan – what’s not to love?! 

Reduced Stress 

Christmas is a stressful enough time of the year, with lots to tie-up and tick off both in the office and at home before the big day comes on 25th December.  

Filling employee gaps, testing new initiatives, lightening the workload on your employees, increasing revenue, and hitting your goals are just some of the fantastic and rewarding benefits that call centres like Mango provide. 

Improved Customer Experience 

Experienced and trained agents know exactly how to handle the most complex customer service issues, and the techniques to turn initial negative experiences into positive ones. As part of our onboarding, our agents are given all the tools they need to achieve first contact resolution. 

As such, you can trust and rely on our agents’ expertise to improve your customer experience and engagement, regardless of the query. 

With the right support and preparation, the more you can look forward to Christmas and enjoying the festivities with your team!  

Having been in the call centre industry for over 16 years now, Mango has well and truly mastered the art of managing customer contacts on behalf of businesses during the busiest time of the year. Our video below says it all… 

To help you prepare for the Christmas rush, have a read of our other blog ‘Getting Ready for Christmas: Your Essential Telemarketing Checklist’. 

For more info on how we can help you TODAY, feel free to talk to Mango. 

Mango’s Travel Guide to Bangor, Northern Ireland 

Posted on by Mango

If you’re considering discovering more of Northern Ireland, then our hometown Bangor is a must-see! 

Recently awarded city status and located just 20 minutes from Belfast, Bangor has grown in popularity as an ideal destination with lots to see and do for those both near and far.  

With our head office based in Bangor, Northern Ireland – it’s no surprise that we have several favourite spots to give a special shout-out to! 

In this blog, we’ll provide the ultimate travel guide to make sure you make the most of your next visit to Bangor. 

For Food & Drink in Bangor

You can’t beat a good meal out! And fortunately, Bangor is full of fantastic restaurants, cafes and bars to get a taste of. While we wish we could list them all – here’s a few that we always find ourselves coming back to! 

collage of images of restaurants in bangor northern ireland - jamaica inn, donegan's, jenny watts, the ava, tuk tuk and the bokhara

Restaurants & Bars 

Whether it be dinner or just drinks, Bangor offers locals and visitors so much choice. From team nights out to client meetings, below are some staples for you to try out and enjoy: 

The Ava: Situated at the gateway of Bangor city (right next to the train station), The Ava offers something for everyone – including a public bar, wine bar, cocktail lounge and highly rated restaurant serving a mix of traditional mains and tapas-style dishes (we recommend the lobster and crayfish macaroni, or the mushroom and spinach piccata pasta for veggies!). 

The Jamaica Inn: With stunning sea views in a snug yet stylish inn, Jamaica Inn is a firm favourite for many, especially on a clear day! It also offers an extensive, eclectic menu of both modern and classic dishes, with their steaks being hard to beat! We love coming down here for their quiz nights and live music, too! 

Donegan’s: Located on High Street, Donegan’s offers one of Bangor’s best quizzes and beer gardens, making it a regular haunt for our staff! Its family feel, cosy surroundings and exceptional pub grub make it a great place to settle for an evening with friends or family.  

Jenny Watts: Best known as Bangor’s oldest public house (est. 1780), Jenny Watts is revered for its warm, welcoming atmosphere and being a go-to spot for watching sports. Its traditional menu is perfect for all personal preferences, and the sizeable portions won’t leave you hungry!  

Tuk Tuk Asian Bistro: Expect quirky decor and a delectable menu featuring dishes from across Southeast Asia at Tuk Tuk. A great place for those who love Thai, Vietnamese and Malaysian cuisine and want to be transported from Bangor’s quiet seafront to an authentic bustling bistro. 

Bokhara: If you’re in the mood for Indian, Bokhara boasts informal dining in a decorative restaurant with live singers during the weekends. From chef specials to traditional tandoor dishes – there’s something for everyone’s spice tolerance! 

Of course, there’s plenty more where that came from…we might need to do a 2.0 version of this guide to fit them all in! 

collage of images of things to do in bangor ni - eddie irvine sports, music in the park, pickie fun park, open house festival, the court house

For Activities in Bangor 

From family days out to spending the weekend with friends, Bangor has plenty going on to keep you entertained! 

Open House Presents: A not-for-profit, year-round cultural festival that hosts events in venues throughout Bangor and Belfast. From outdoor concerts in local parks to comedy nights at the newly restored Court House (the heart of Bangor’s music and arts scene) – the Open House team always have a jam-packed schedule filled with lots of new things to do in and around the city.  

Eddie Irvine Sports: Owned by Formula One ace Eddie Irvine, Eddie Irvine Sports is one of Northern Ireland’s premier indoor sporting venues. Boasting Ireland’s best indoor karting tracks, as well as additional amenities and activities including six indoor football pitches, virtual reality racing simulators, golf simulator, roller disco, laser combat, pickleball, padel tennis and snooker tables – there really is something for everyone! 

Pickie Fun Park: Popular among families, Pickie Fun Park has been a staple attraction since Pickie Pool was built in 1937. Pickie Fun Park closed in early 2011 to be refurbished and modernised, now offering activities such as mini golf, the Pickie Puffer train, play and water parks, as well as the famous Pickie swans, which are a hit among all ages! 

images of nature sports in bangor ni - ward park, north down coastal path, eisenhower pier, the walled garden

For Nature in Bangor

We’re super lucky to be situated in a city with lots of stunning nature spots. Right by the sea, but also a stone’s throw away from parks and greenery – Bangor really has it all! Here’s a few of our top favourites:

Walled Garden: The Walled Garden is an idyllic brick-walled garden which can be accessed via Castle Park. Landscaped in the 1840s, the garden is open between April-November. It is the perfect place to relax and enjoy the peace and quiet, with varieties of flowers, plants, fruit and vegetables mixed with sculptures and a unique fountain. 

North Down Coastal Path: The North Down Coastal Path is a 25.5km (16 miles) linear signposted trail, extending from the esplanade in Holywood, Co. Down, through coastal habitats and country parks to reach the rocky Orlock Point, situated between Groomsport and Donaghadee. The section from Holywood to Bangor stretches 10 miles along rocky shores, fine sandy beaches, quiet coves, country parkland and busy promenades (a favourite among the Mango team – which we have completed twice as part of sponsored walks for local charities!). 

Ward Park: Ward Park is Bangor’s most well-known park, boasting 37-acres, a children’s playground, hockey pitches, cricket pitch, bowling greens, putting green, tennis courts, a duck pond and a selection of wildfowl housed in breeding pens. There’s also a large war memorial and located nearby is the main gun from the German U-19 U-boat built for the Imperial German Navy. 

While Ward Park already has lots to see and do, the popular annual ‘Picnic in the Park’ event, run by the Open House Festival, hosts free live music played from the bandstand every Sunday in July and August! Not only that, but there’s also Bangor’s public library and regular fitness classes which take place throughout the park. 

Eisenhower Pier & The Long Hole: The Eisenhower Pier is named after General Dwight D. Eisenhower, who visited Bangor in 1944 to prepare troops in the lead up to D-Day. The end of the pier, which overlooks Belfast Lough, features intricate mosaic artwork depicting scenes from Bangor’s past, with one of the panels commemorating the US Navy and the fleet of ships that departed in 1944. 
 
Under the pier hosts a colony of black guillemots, nicknamed the ‘Bangor Penguins’. 

The pier is also a popular fishing spot and provides great views over Bangor Marina and out over the Lough. Next to the pier is the original harbour, locally known as ‘The Long Hole’, that is still untouched over the years and provides a peaceful, scenic walkway for those who visit. 

We hope you enjoy your future visit to Bangor! There’s definitely plenty more where that came from, so stay tuned for our travel guide to Bangor 2.0…

What is DRTV? Everything You Need to Know 

Posted on by Mango
What is DRTV featured image - person holding remote with text overlay

Over the years, TV advertising has become more dynamic as it continues to contend for dominance in today’s bustling marketing world. 

Even with multiple communication platforms – TV ads are still as powerful as ever, with the DRTV market anticipated to rise considerably between now and 2030.  

Speaking of which – recent research shows that the DRTV market size is predicted to almost double to £2.94 billion by 2028 – therefore proving its immense importance and potential! 

Having been in the telemarketing sector for 16+ years now, the Mango teams have worked on hundreds of different DRTV campaigns to support our clients. In this week’s blog, we chat about all things DRTV, plus the role telemarketing plays in leveraging success. 

What Does ‘DRTV’ Mean? And Why Use It? 

Direct Response Television (shortened to DRTV) is an exciting approach to advertising, where the goal isn’t just to inform viewers about a product, service or cause – but to resonate with them on a level that compels them to take immediate action.  

This call-to-action can be anything that involves an instant, direct response e.g. calling a number, visiting a website, sending an SMS message, making a purchase etc. This is usually communicated via prominent display of a freephone number, website address, text message code, QR code etc., creating a direct pathway for audience engagement. 

DRTV is an ideal form of advertising if the aim is to: 

  • Drive sales (e.g. promotions) 
  • Boost donations (e.g. text to donate) 
  • Generate leads 
  • Additionally, DRTV is good for introducing a new product/service, increasing brand awareness, and effectively measuring ROI 

Often, an organisation will collaborate with a media agency to brainstorm and finalise a creative that succeeds in spurring a reaction and meeting one of the above needs.  

Once ready to broadcast, there’s another vitally important part to consider – who’s going to answer the calls and provide an excellent first impression of your organisation? 

…And that’s where we come in! 

Where Telemarketing Comes into the Mix… 

DRTV has been a pillar of the call centre industry since the 1970s – and there’s no sign of it stopping anytime soon!  

Why? Because speaking from experience and according to research – telephone remains the UK, US and Australia’s preferred method of contact when getting in touch with businesses (88% of people in fact!). 

This is because over the phone, people receive a faster, more personal and attentive level of service. 

Plus, call volumes can be unpredictable, and it’s always better to be prepared to make sure you maximise return from DRTV efforts. With DRTV campaigns being so effective, if a creative performs particularly well, the volume of responses can be overwhelming for an inhouse call handling team to manage on their own, which runs the risk of losing valuable opportunities. 

It is a big must for organisations to have representatives available when callers reach out for service or support, and those with call centers behind them can more effectively assist those in need. An outsourced call centre helps by: 

  • Undergoing detailed training to become a seamless extension of your team 
  • Ensuring call volume is streamlined with a robust team ready to answer calls 
  • Keeping the caller journey consistent through expert knowledge and experience  
  • Optimising outcomes with expertise in caller management 
  • Offering 24/7/265 services to cater to callers at a time that suits them, while supporting inhouse teams outside of office hours 
  • Using cutting-edge IT and telephony solutions e.g. on hold marketing, system support, database design, IVR technology etc. 
  • Reporting results and informing the organisation on performance and response in relation to the creative 

Our duty is to make sure a caller’s experience matches the client’s expectations and aligns with their values. As such, our work really does play an important role in the success of DRTV campaigns.  

DRTV: Key Takeaways 

  • DRTV advertising is dynamic and impactful, combining television visuals with calls-to-action, allowing brands to engage with audiences effectively 
  • The evolution of DRTV campaigns from traditional infomercials to more contemporary formats reflect the industry’s adaptability and responsiveness to changing demands 
  • DRTV campaigns are known for their measurable results and broad reach, making them popular for those seeking a strong ROI 
  • Call centres play a vital part in optimisation for successful DRTV campaign outcomes in terms of maximising opportunities and reporting performance 

If you’re considering going down the DRTV route – at Mango, we can provide an end-to-end, 24/7/365 call handling service to help you get the most out of your campaign efforts.  

If you’re curious – feel free to talk to Mango today! 

What Is an IVR + Do You Need It? 

Posted on by Mango

If you’ve ever called a company, you will probably recall being presented with a recorded voice outlining your options, a bit like… 

“To speak to Department A, please press ‘1’; to discuss options with Department B, please press ‘2’” etc. 

That’s what’s known as a trusty IVR – a longstanding customer service tool that’s been used to provide more efficient telephone support for decades. 

Read on to learn more about this tech, including what it is, how it works and why it’s an essential part of creating better customer experiences! 

So, What is an IVR? 

IVR stands for ‘interactive voice response’. It is a clever, automated phone system tool that answers incoming calls and offers options for next steps via a menu.  

It uses these responses to route callers to the correct agent/department, and can provide recorded responses to frequently asked questions. 

A caller can dictate what help they need either by keypad or – as technology has evolved – voice. This is done through natural language processing capabilities that uses advanced voice recognition technology so callers can speak, and the system recognises the query. 

IVR serves several different functions, but there’s no denying that it’s every call centre’s secret weapon for improving operational efficiency and resolution speed. Below is an overview of the purposes of an IVR: 

The Benefits of Having an IVR System

Research shows that 75% of customers expect clear signposting when seeking assistance with their queries. So having an IVR in place not only satisfies callers, but it also offers universal benefits to the company and its staff. 

We have already touched on a few of the benefits, but there’s more where that came from!  

#1 Boosts First Contact Resolution 

First contact resolution is when a customer’s query is settled within the first contact they make with a company. 

Acting as a triage, IVR helps by routing calls to the appropriate agent and department right off the bat. This ensures that callers don’t have to jump though lots of hoops to get the answer they need, especially considering 68% of customers say they get annoyed when their call transfers between different departments.  

Instead, callers are connected to knowledgeable agents who are best suited to resolve their query. 

Plus, this technology can provide answers to some frequently asked questions (FAQs) e.g. opening times etc., which can further first contact resolution. 

#2 Saves Time and Money 

IVR is designed to assist calls by way of saving time and aiding the customer experience.  

IVRs don’t just save time for your callers – they save staff time, too. By categorising callers based on their query, this function helps to streamline call volume, giving agents more time to do what they do best. This is particularly beneficial for call centres like us, and also our clients! 

With less time devoted to triaging queries, IVR undoubtedly saves money. Research even shows that having this effective solution can reduce customer service costs by up to 30%! 

#3 Offers 24/7 Support 

Round-the-clock support is key when providing high-quality customer service, and an IVR can be one way to help organisations achieve this. 

For example, much like Mango, an IVR also operates 24/7/365. Regardless of the time or day, an  IVR can be put in place to funnel queries and provide useful information e.g. place in the queue and estimated wait times (if applicable). This can come in handy especially during seasonal holidays, emergencies, peak hours and new product launches for example. 

By implementing this technology, you can make sure your customers are always answered and informed. For more on our 24/7/365 services, check out our blog: 4 Benefits of a 24/7 Contact Centre. 

#4 Improves Call Volume 

Thanks to an IVR system, agents don’t have to use their valuable time transferring calls back and forth during busy times. Instead, influxes in call volume are far more streamlined and manageable. 

If the situation means callers must be placed on hold for a short time, the IVR will allocate them into a specific group relating to their query. This therefore makes the queue much quicker and easier to work through – making IVR a key ingredient when servicing customers and supporting staff. 

At Mango, our inhouse IT team offer expert IVR design and implementation. For more information on how we can help, please feel free to talk to Mango! 

How to Ensure First Contact Resolution 

Posted on by Mango

First contact resolution (FCR) is exactly what it says on the tin: a company’s ability to resolve a request – be it simple or complex – in one single interaction. 

According to research, 86% of people who reach out to a call centre expect their query to be resolved in that first instance. For every follow-up needed to resolve the issue, customer satisfaction drops by a whopping 15%! 

Research also shows that for each ‘right first time’ contact, there is a 5% improvement in employee satisfaction.  

That’s why first contact resolution is so important! By keeping both customers and employees content, you significantly increase the likelihood of long-term retention across the board. 

Read on to find out how we achieve this… 

How We Ensure First Contact Resolution 

Having been in the call centre industry for almost 16 years, we’ve unlocked several tricks of the trade when it comes to positive customer and employee experiences. 

Here are our top four ways we ensure our first contact resolution rate is as high as it is: 

#1 Greater Accessibility 

    One thing we’ve learned over the years is that the more available you are, the more people you can cater to quickly!  

    This is essential because if all efforts are focused on just one channel, and volumes are high, then this can lead to lengthy wait times which can cause callers to give up and try again later – therefore reducing the FCR rate if they’re unable to successfully get in touch in the first place. 

    We find a multi-channel approach to support telephone calls is a great way to cater to a wide range of people with different preferences and needs. While most people prefer speaking to an agent over the phone, others may choose email so they can easily track interactions, or message via LiveChat due to its renowned speediness.  

    Being open 24/7/365 also ensures a high first contact resolution, as it alleviates backlogs and ensures callers can get the assistance they need, when they need it! 

    #2 Expert Training 

      Whatever the contact method, it is how an agent manages the interaction that can make or break the first contact resolution rate. 

      That said, it starts with training agents thoroughly and regularly. With FCR being of such high importance, it is a topic that’s covered extensively in our training.  

      Within our ‘Skills for First Call Resolution’ module, our agents receive detailed training on the following key topics:  

      • Tips for effective information gathering  
      • Walkthroughs of system pathways for solving common queries  
      • Customer reassurance techniques  
      • Introduction to client-specific FAQs  
      • Tips for delivering information concisely  
      • Offering alternatives – sales pitching techniques 

      Through enhancing their knowledge on the above coupled with open discussions and roleplay exercises, agents feel better prepared to handle both simple and complex queries across all our clients’ campaigns. 

      This is something we revisit regularly and provide refresher training on to ensure consistent and continuous agent expertise.  

      #3 Regular Reviews 

        Reviewing is an action that relates to all areas in Mango, from performance to systems to operations, by way of ensuring we are always taking a proactive approach to our service levels.  

        As such, we do the following on a day-to-day basis: 

        • Cross-departmental meetings to monitor performance, assess any trends and strategise for the day ahead 
        • Call listening and quality scoring to inform agent coaching sessions 
        • Test existing systems and investigate new technologies to help with call efficiency 

        With first contact resolution being a key SLA for our clients, we continuously look for ways to optimise our practices so we can both maintain our high standard and improve where we see the opportunity to. 

        #4 Final Check-Ins 

          With all the above best practices in place, the one most important final check is with the caller themselves.  

          As such, our agents are always encouraged to do one final check-in with a caller before they hang up the line. All it takes is asking: “Is there anything else I can help you with?” to make sure there’s no stone left unturned.  

          It’s a simple question – we know – but it determines whether the issue has been sufficiently addressed or if there are any outstanding questions on the caller’s side. Only after this is asked can the call be confirmed and logged as a first contact resolution. 

          For more top tips and industry advice, check out the rest of our blog page, or feel free to talk to Mango and we’ll get right back to you! 

          Call Centre Quality Monitoring Best Practices 

          Posted on by Mango

          In a Call Centre, ensuring the highest standard of service is paramount. 

          Investing in quality creates a full-circle effect; not only does it positively impact on caller experiences, but also employee morale and client satisfaction levels.  

          As such, quality monitoring is an absolute must in helping all departments maintain excellence and harmony. 

          As a leading Call Centre, it’s safe to say we have a trick or two up our sleeve when it comes to overseeing and optimising performance… 

          In this blog, we uncover our top four best practices for monitoring quality and promoting development on an ongoing basis.  

          #1 Record All Calls 

          These days, when contacting any business via telephone, it is very common to hear the phrase “this call is being recorded for training and quality purposes”. 

          This is because recording calls is vital in the quality assurance process; allowing companies to evaluate according to business needs, mainly to ensure they are delivering the best service possible. 

          At Mango, we record 100% of calls to make sure our quality is in tip-top shape. By doing this, it means we can: 

          • Identify training needs for more effective coaching
          • Spot new customer needs to inform clients and optimise systems/scripting 
          • Ensure accuracy and compliance with the law 
          • Build confidence in agents by letting them hear their progress over time 
          • Offer secure access to our clients so they can listen to the calls we make on their behalf, allowing a transparent and collaborative relationship 

          #2 Make Call Listening Daily 

          Using our own PCI-compliant, purpose-built inhouse call recording system, M-Player, we are able to capture and assess calls regularly. 

          Call listening happens daily here at Mango, completed by management across the Call Centre, Client Services and Training teams, so continuous improvement is always at the forefront.  

          While it may sound like a lot – we do this day-to-day so agents are also receiving the best level of attention and care. With daily monitoring, we can spot knowledge gaps, carry out tailored coaching, and ask agents for feedback so they can feel heard and ask questions if they need to. 

          Our clients love this proactive approach, too! With the Call Centre being a ‘live’ environment, it means we can quickly resolve any issues that arise and move forward with greater clarity and confidence.  

          #3 Use Agent Self-Scoring 

          Another effective quality monitoring method is getting agents actively involved in the process. This could be listening to and scoring their own calls or other agents’ calls as a benchmarking exercise. 

          We truly see the benefit of facilitating agent-led coaching sessions here at Mango, some of which include: 

          • Encouraging ownership and promoting reflective practice  
          • Developing self-directed learning 
          • Goal setting and instilling drive to achieve 
          • Increasing motivation e.g. appraisals, staff spotlights, prizes 
          • Helping agents identify their strengths, weaknesses, learning needs and aims for improvement 
          • Learning new, transferrable skills 

          By collaborating with agents, we have found that this not only increases commitment to their roles, but it also helps them become more engaged with clients and our company culture. 

          #4 Schedule Ongoing Training 

          Quality can only be guaranteed with continued emphasis on learning and development. 

          Ongoing training provides employees with the ability to do superb work today, tomorrow, and many years down the line! It’s important because it reduces skills gaps, provides structure for development plans, and boosts staff productivity and morale.  

          While staff may see the work they do as second nature over time, there are certain topics that require regular review to ensure quality through compliance and care (e.g. when handling calls from people in vulnerable circumstances). 

          With that in mind, we make it a priority to regularly train staff to continually: 

          • Strengthen their knowledge and understanding 
          • Comply with the law 
          • Provide the greatest level of customer care 
          • Align with our clients’ goals 

          Through recording and listening to calls daily and carrying out regular coaching, this also helps create ongoing training plans to strengthen our quality output.  

          Making Quality Monitoring a Priority 

          The secret to making quality monitoring a priority is to introduce the above four practices into a daily routine. In our own experience, doing this has helped us: 

          • Increases transparency 
          • Maintain a low attrition rate 
          • Improve customer experiences and feedback 
          • Strengthen relationships between clients 

          As you can imagine, there’s plenty more we could say on the subject of quality! For more, check out our other blogs: 4 Call Centre Management Best Practices and Tracking Call Quality: Our Top Hints and Hacks 

          Euros 2024: Using Worldwide Events to Engage Your Employees 

          Posted on by Mango
          Euros-2024-Using-Worldwide-Events-to-Engage-Your-Employees-3

          And just like that, the UEFA Euros 2024 Championships are here! 

          With 24 nations taking part in games across Germany until the final on 14th July, excitement is well and truly underway after a long four-year wait. 

          In our eyes, a special worldwide occasion like this is worth celebrating – even in the workplace!  

          Why? Not only is it a fantastic opportunity to engage staff, but it’s also a great way to boost motivation, performance and camaraderie across the company. 

          Want to know more? Here’s some insight into the steps we take to make the most of world events like the Euros: 

          Step #1 – Strategise 

          It all starts with an idea – and ideas are only brought to life with the help of collaboration and brainstorming sessions! 

          To make sure we’re always ahead, we host a monthly Employee Engagement meeting to discuss upcoming events and new activities that will interest staff. We also use this time to bring forward staff suggestions, so everyone plays a part in shaping our strategy. 

          From this, we realised that promoting the Euros on a company-wide scale is achievable through blending innovation and teamwork. As such, we sought support from all departments, and came up with the below plan: 

          1. Each Team Leader’s team represents a country competing in the Euros, with agents acting as ‘players’ and back office staff acting as ‘coaches’ to keep motivation high and join in on the fun! 
          2. With the help of our inhouse IT team, and our existing custom-built incentives app, we created a points-based system relating to performance, with data presented on a real-time league board to show which ‘country’ is in the lead 
          3. On 14th July, the winning team will be entered into a big prize draw! 

          Step #2 – Action 

          With a solid plan in place, the next step is assigning roles and actioning tasks to make the idea come to life! 

          From purchasing decorations to designing promotional material, building IT algorithms to briefing wider teams – there’s a lot to consider! And it’s important not to miss a beat when using a worldwide event like the Euros to engage your employees as these deadlines are immovable! 

          As such, it’s important everyone understands the role they play, and necessary deadlines so plans run as smoothly as possible. We normally take a ‘divide and conquer’ approach, with all departments involved being briefed together via Teams, and everyone being made aware of one another’s tasks, so everyone is in the know of timescales and progress etc. 

          Step #3 – Decorate! 

          We love a bunting…or 50! 

          A Friday decorating session is a great way to raise awareness, spread team spirit across different departments, and get everyone in a feel-good mood! We gave each team decorations (to reflect their competing country) – so the team enjoyed decking out their desks and building anticipation together. 

          We also adorned the kitchen with football buntings, ceiling decorations, country flags, banners and a game tracking chart, as well as ensuring the games are always available to watch in the staff areas! This is to ensure the atmosphere of the Euros feels closer to home, without the travel to Germany! 

          Step #4 – Communicate 

          To create a buzz and keep up momentum – consistent communication really is key. To ensure this, our Marketing and HR departments come together to lay out a comprehensive communication plan from launch to finish.  

          To get the message across and build hype when hosting something company-wide, we do this in several ways: 

          • Utilising our inhouse messaging channel, MChat, to create group chats for each country’s team so managers, coaches and players can spur each other on and chat about matches etc. 
          • Pinning posters up around the building and leaving flyers in the communal kitchen 
          • Sending email newsletters internally 
          • Briefing teams via internal meetings/catch-ups 

          Step #5 – Award Accordingly 

          With the Euros revolving around football, celebrating this world event at work will naturally stir up friendly competition. That’s why it’s important to recognise and reward staff who show commitment to their work and team. 

          As such, we have implemented a ‘Player of the Week’ award, given to a staff member for special effort over the previous week. Not only does this spotlight give staff a ‘job well done’ for their great work, helping them feel valued and celebrated, but it also creates a higher sense of drive and determination across the company – especially when there’s a trophy and surprise prizes at stake! 

          To keep up with our Euros 2024 shenanigans, make sure to follow us on social media via Facebook, Instagram, TikTok, X and LinkedIn! 

          General Election 2024: Why Your Party Needs Telephone Support 

          Posted on by Mango
          telephone canvassing general election feature image

          The General Election 2024 is fast approaching, and the competition for political parties across the United Kingdom to get their message and values heard is at its peak. 

          As 4th July approaches, we understand time really is of the essence! With campaigning in full swing, parties need efficient, effective communications to secure support from volunteers and voters alike.  

          To make sure you don’t miss any opportunities, we’re here to lend a helping hand as a seamless extension of your political party. 

          Ways to Spread the Word 

          There’s lots of ways political parties can promote their views to the public.  

          For example, there are traditional methods such as advertising displays, newspaper ads, billboards, street signs, brochures, articles, flyers, letters, radio/TV interviews and door-to-door knocking. 

          Parties can also make use of modern features via social media and online advertising. 

          However, the most direct and impactful option is undoubtedly via telephone support. Here’s why… 

          How Political Parties Use Telephone Support

          Telephone support is the simple act of connecting with potential and existing voters over the phone to have meaningful conversations about what matters to them, and how your party can help. 

          It involves outbound calling to a range of individuals for different purposes. For a political party, these could be: 

          • Volunteers e.g.: 
            • Recruiting new volunteers to increase circulation of the party’s mission 
            • Managing existing volunteer schedules to ensure attendance at events 
          • Voters e.g.: 
            • Gauging support for the party (survey calling to assist with campaign strategy) 
            • Discussing party and candidate stances and values 
            • Persuading people to register to vote and cast their vote on election day 

          Regardless of the reason for calling, telephone support enables you to reach more people using fewer resources – and the benefits don’t stop there… 

          The Benefits of Telephone Support During a General Election 

          Through telephone, you can: 

          • Reach a larger portion of the electorate faster than door-to-door canvassing e.g. a volunteer can knock on an average of 20 doors per hour, dialling can ring 50+ numbers every hour  
          • Save time on canvassing efforts by using assigned contact lists 
          • Build relationships with the public through highly experienced and specially trained representatives 
          • Generate more proactive outcomes and positive results with pre-written scripts and objection handling techniques easily accessible on screen 
          • Understand the level of support a potential voter may have for you or your party 
          • Discuss your political policies and share your messaging with the electorate 
          • Answer and alleviate people’s concerns through tailored training and ready-made FAQ responses 
          • Generate a pledge-to-vote list to help your GOTV (get out the vote) strategy 
          • Further party promotion and public interactions with complementary services including Social Media, Live Chat, Email Management and SMS Responses 

          With telephone support proving its worth, the next step is finding an agency who can execute the above (and then some!) on behalf of your political party… 

          Why choose Mango for Telephone Support? 

          At Mango, we have extensive experience working with a diverse range of political parties to boost their connections with the public. 

          Here’s how we can help you make a real difference this General Election: 

          ✅ Our services are extensive, covering not just telephone, but also volunteer recruitment/management, survey calling and added value services including Live Chat, Email, SMS and more! 
           
          💰 We are extremely cost-effective compared to competitors, without compromising on quality. 
           
          👍 We can be ready to make your calls within 24 hours. Being experts in the Call Centre industry, we promise a quick yet efficient turnaround time, and can get the ball rolling as soon as you like. 
           
          🕐 We operate 24/7/365 – so you can sleep easy knowing that your party’s message is being spread by a highly trained team on your behalf, regardless of the time of day (or night!). 
           
          📞 We offer a wide range of costing models as well as flat rates depending on volume – working with you to tailor a solution that suits your party’s exact needs. 

          Telephone is a vital tool in securing support, but at the same time, it is about building relationships with the masses. By having a good script, efficient software, and expert representatives, you can create strong grassroots support for your campaign. 

          If you would like to have a chat about what Mango can do for you, please email josephine@talktomango.com 

          What is On Hold Marketing? & How it Can Boost Your Business

          Posted on by Mango
          what is on hold marketing featured image - smiling blonde girl with headset, orange and purple background with microphone and music icons

          We know what you’re thinking – no one wants to be put on hold!

          But during this rare pause, your callers are at peak engagement, giving you the perfect chance to tell them more about you! 

          Known as on hold marketing, this phenomenon is proving popular with organisations of all sizes. 

          Let’s find out why exactly… 

          So, What is On Hold Marketing? 

          On hold marketing offers a fantastic window of opportunity to provide information about a product, service or event to callers who are queueing, holding or transferring via the phone.  

          The situation is so unique in that you’re in direct contact with a captive audience that’s already actively listening out for a call to action. So why not use this moment to showcase your brand and tell them something they don’t know about?  

          Whether you’re a retailer wanting to offer an exclusive deal, or a charity wanting to educate callers on the amazing work you’re doing – you really can’t go wrong with leveraging the power of on hold marketing. 

          Some ‘On Hold’ Stats… 

          They say the proof is in the pudding! Here’s some interesting facts we’ve learned about the increased popularity of on hold marketing… 

          • 60% of callers hang up if there’s no message or music; 
          • 73% of consumers want to hear something other than beeps or silence while on hold; 
          • 90% of callers hang up after 40 seconds if they’re not engaged by a voice; 
          • 30% of customers who hear an on hold marketing message make a purchase of that product or service! 

          That last statistic really does speak volumes. A single pre-recorded message has the potential to yield 30% extra conversion. Yet there’s so many organisations that haven’t tapped into this additional, lucrative revenue stream!  

          The Benefits 

          As the stats above show – having a professional, personalised on hold marketing message can open a lot of possibilities – but below are a few core reasons why on hold marketing is so useful for boosting businesses:   

          Reduces Hang-Ups 

          As we’ve discovered, 60% of callers hang up if there’s no message or music, so it’s vital to acknowledge and hook callers from the get-go to keep them engaged. 

          With on hold marketing, you are heightening the caller’s customer experience, making it more likely for them to stay around and take action. If a caller must be placed on hold, here’s a few ideas on how you can fill the silence: 

          • Telling the caller interesting facts about your business 
          • Describing loyalty programmes, current promotions and events 
          • Inviting callers to follow your social media channels and browse your website 

          TOP TIP: Regularly change your recorded messages so returning customers don’t get fed up with hearing the same thing repeatedly. 

          Plus, on hold marketing has been proven to lower a company’s complaints rate by giving customers reassurance that their call is still connected and reminding them of the reasons that they should choose you compared to competitors.  

          Increases Sales 

          On hold marketing means you can effortlessly offer your callers better value for money and drive sales through upsell and cross-sell promotions. 

          Through pre-recorded on hold marketing messages, you can more easily tell your callers about exclusive discounts, which will encourage repeat sales and strengthen customer loyalty. 

          For charities, you could use on hold marketing messages to boost donations and even generate leads e.g. enticing callers to sign-up to give a donation to receive a free t-shirt, badge or tote bag for example.  

          Low-Cost Solution 

          The cost of on hold marketing is significantly lower compared to other marketing methods, yet is much more effective at getting your customer through the sales process. 

          For example, most on hold marketing packages are paid monthly, which is the perfect solution for small businesses. At Mango, included in your package, we offer all the below free of charge: 

          • Telephone audio marketing 
          • Licensed on-hold music 
          • Voiceovers to suit your branding 

          All produced in our in-house recording studio! 

          Mango’s On Hold Marketing Solution 

          Making a great first impression over the phone can make a significant difference to your sales figures, customer loyalty and their experience.  

          Maximise your business opportunities with Mango’s on hold marketing services. We also offer high-quality phone answering and message taking services as part of an overall package, so you don’t ever have to miss a call again! 

          To find out more, talk to Mango today.