Tag: call centre

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. 

4 Call Centre Management Best Practices 

Posted on by Mango

If you’re curious about the call centre industry, you’ve come to the right place! 

It’s not just picking up the phone and having a chat – there’s so much more to the world of call centres to ensure everything runs as smoothly as possible. 

What Does Call Centre Management Involve?

From strategy to scripting, call centre management is a group of methods, approaches, actions and determinations that are used by a widely skilled team to manage daily operations and upgrade efficiency. 

As a full-service telemarketing agency that’s been operating for over 15 years – it’s safe to say we know a thing or two about running a call centre. Below, we uncover our top four best practices, so you have an idea of what high standards to expect. 

1. Internal Communication is Everything 

Regardless of what role you play in a call centre, no two days are ever the same. With its fast-paced, unpredictable yet exciting environment – you are always kept on your toes – and teamwork really does make the dream work in this setting. 

Whether you are a Team Leader, Client Manager or IT Developer – internal communication is paramount to ensure success.  

We know all too well that campaigns are never static – they are ever-evolving to truly maximise potential. Only through each department collaborating together is this end result possible.  

Ensuring strong internal communication is imperative. When we are talking about employee satisfaction, there is no better way to discover it than through internal communication. 

For example, agents should feel valued and appreciated, and this can be achieved through regular one-to-one sessions, company-wide shout-outs and ‘thank you’ prizes for a job well done. By making this practice a staple part of our day-to-day, our staff feel motivated and engaged to do well, helping the call centre perform highly as a result. 

2. Prioritise Employee Engagement 

An engaged, happy, valued team makes for seamless operations and excellent services.  

The more an agent is invested in their role, the more productive they will be, and this needs to be nurtured consistently. As such, we make it our mission to prioritise employee engagement activities to maximise overall output – and because we have lots of fun doing it! 

We implement a monthly engagement calendar, with feedback from staff members at the forefront of our plans. From in-office activities to outdoor challenges, we like to make sure our work culture is both stimulating and exciting for all.  

By doing this, it helps improve efficiency, provide better service, make callers happy and cement a positive brand image. We also love giving back to the community – another goal we can achieve while bonding as a wider team! Anyone want to help us plant trees or be part of our next beach clean? 

3. Stay Up to Date with Legislation 

The call centre industry is a constant work in progress, moving at a fast pace to keep callers and their data safe and secure in line with legislation and best practice. 

With legislation covering all areas from health and safety to data protection and GDPR – call centres big and small can’t afford to miss out on any major or minor changes.  

It is call centre management’s responsibility to know and understand all laws associated with the company, and a perfect reputation in this area is essential to ensure future success. 

That’s why we recommend involving as many management staff as possible in trade memberships, so you know you’re always being kept right on all things legislative.  

4. Invest in Technology 

Every year, new technologies appear! From updated systems to advanced features, call centre solutions are being continuously refined to make interactions easier for agents, callers, and management too. 

From IVRs to intelligent routing, we really would be lost without investing time. Effort and financially into these innovations. Just imagine trying to sift through a customer base manually without search or filter functions – what takes a system seconds would take us hours! 

To ensure we’re always on top of the tech world, our very own Technology Director leads our IT team in new developments across systems, telephony, development, reporting and data analysis.  

As a result, we have robust and reliable third-party software integration, internally designed, purpose-built call monitoring functions and real-time dashboards – to name just a few! 

Just like in every industry, it takes years of trying and testing to get it right – as well as staying in the know to keep operations as smooth as possible! 

If you’re looking for a call centre management team that has its best practices pinned down – talk to Mango! 

The 4 Benefits of Office Working 

Posted on by Mango

There’s no denying that since 2020, the way we work has completely changed. Almost every industry had to alter their day-to-day routines: with in-person office chats turning into Slack group channels, and boardroom meetings being swapped for screen sharing.  

While these digital tools played a vital role in keeping us connected throughout erratic lockdowns, we always felt that there was something missing. Office working almost seemed like a ‘days gone by’ thing – something which we weren’t ready to let go of here at Mango! 

The Benefits of Office Working

Now that we’ve returned to better days, the entire Mango team is (thankfully) back to being fully office-based – or, what we like to call – ‘back to normal’! To show our appreciation, we thought it would be fitting to run through the four top things we love about office working. So here they are… 

Increased Collaboration 

The famous quote “alone we can do so little; together we can do so much” springs to mind when talking about collaboration. It’s so true though – working solo can only get you so far, whereas working in a team can help broaden potential in so many ways. 

At Mango, we firmly believe that joining forces with others is what sparks creativity and strengthens work ethic. When you share a space with other like-minded people, it is far easier to voice ideas and stimulate productivity.  

Whether it be in a training group, or in a brainstorming meeting – a positive energy and working atmosphere cannot be replicated remotely or through video calls, and it is 100% essential for the success of any team! 

Builds Better Relationships 

It’s rare that people make time for a proper chat with one another during a purposely scheduled Zoom meeting. Whether it be a spontaneous chat by the water cooler or in the communal kitchen – it’s these little moments that cement familiarity and develop relationships.  

It doesn’t matter if it’s about a work-related topic or a personal problem, this social cohesion is what generates a company culture that gives people a sense of confidence and belonging. 

At Mango, we strive to continuously nurture our culture by initiating regular in-office competitions, activities and events. We love it because not only does it create a social buzz, but it boosts team spirit and turns professional relationships into personal ones. You’ve maybe seen from our social media channels just how close the Mango family is! 

Boosts Faster Learning 

Being based in an office, especially if you’re just starting a new job, leads to speedier progress. Why? Because people experience a wide range of situations which they can learn from – something that is vital when it comes to professional development. 

Plus, having managers present in the room makes all the difference to someone’s performance and growth. No need to bombard anyone with instant messages or phone calls! Instead, if there is a reliable presence nearby that you can lean on to ask for advice or share ideas with, this resolves problems quickly and ultimately benefits everyone!  

Improved Wellbeing 

Believe it or not, a huge 41% of people felt more anxious and isolated than ever due to lockdown! 

That’s one of the reasons why we believe office working is so important. It’s the greetings of ‘good morning’, the in-office jokes and the farewells of ‘see you tomorrow’ that are so simple yet so effective in making someone feel valued.  

Of course, wellbeing depends on a lot more than that, but it’s the small things as well as the big things that keep people feeling happy and healthy in their workplace.  

Also, while balancing home and work life can keep us on our toes at the best of times – the good thing about office working is that the office provides a clear place of work. A place where people can physically leave at the end of each day and mentally switch off from until they return. This sets healthy boundaries, reduces stress, and promotes a better lifestyle overall. 

At Mango, we know we deliver more from the heart of our office. So much so, that we’ve invested in purchasing the building next door so we can give our staff the space they need to be the best that they can be. 

Of course, there’s plenty more where that came from – check out our video for more benefits of office working – or as we like to call it – #MangoWorking!

Getting Ready for Christmas: Your Essential Telemarketing Checklist 

Posted on by Mango

We may still have a few weeks of summer left, but it won’t be long until the most wonderful, busiest time of the year kicks in! 

Yep, that’s right…we’re talking about getting ready for Christmas. 

We can almost smell the mulled wine, taste the mince pies…and feel the chaotic buzz that comes with trying to prepare as much as possible before the big day comes. 

While Christmas is always a manic time, last year total retail sales reached over 82 billion in the UK, making it the largest spending country compared with others in Europe. Plus, in 2022, half of people were more inclined to give to charities at Christmas, despite the current cost of living crisis. 

While this is great for corporates and charities alike – this demand means they must not only carefully plan their marketing and supply – but also their customer and supporter service provision. 

With this in mind, it helps to be ready to jingle bell rock! As a Contact Centre, we are well-versed in the hectic run-up to Christmas, so let’s run through everything you need to sleigh this upcoming season… 

Your Full Christmas Checklist for Telemarketing 

They do say the best way to be organised is to make a list! Albeit a different type of Christmas list… 

If you know your business or organisation will be affected by the festive rush, then it’s worth reviewing the key points in this checklist to make sure you’re as ready for Christmas as you can be… 

1. Understand Your Goals 

It may seem simple to determine that at Christmas, the main goal of organisations is to generate as much income as possible compared to the previous year. 

But with this overarching goal, comes a lot of objectives to make sure your target audience experience is seamless and enjoyable. By putting the people who are the key to your success first – then you can be sure that you’re starting things off on a positive track. 

The first few questions to ask yourself are:  

  • ‘How can my target audience reach me?’ 
  • ‘If my target audience need to get in touch, can my inhouse team manage the influx?’ 
  • ‘What is my contingency plan if my resources become limited?’ 

These may feel like pretty big questions to ask – but they are essential so you can properly prepare, and ensure you are building loyalty, generating a good reputation and increasing demand. 

2. Forecast Volumes 

Data is your best friend when it comes to predicting call volumes.  

For example, you can use existing data to generate reports showing how your organisation performed during the holiday season last year. From here, you can use this as a benchmark to estimate what to expect this year in terms of resource management.  

Another area to consider is your audience and employee feedback. Their experiences can provide you with valuable insights into how you can improve services from last year. 

We also recommend looking at peaks within the peak season (e.g. Black Friday, flash discounts, postal Christmas appeals etc.) and assessing whether short-term outsourced support would help better manage this.   

3. Scale Up Your Resources 

Once you have a greater understanding of your goals and have estimated your contact volume, the next step is scaling up your resources to cater to those who need to reach you. 

With demand suddenly skyrocketing during the Christmas season, it’s no surprise that some companies and charities alike struggle to keep up. Not only that, but it’s also the time of the year when patience is at its thinnest, as people try to get everything done ahead of the Christmas cut-offs and New Year closures. 

As such, it’s only natural that your team will experience high levels of stress during peak periods. The best solution to this problem is hiring a specialist telemarketing agency to help ease the workload. 

Hiring a Contact Centre during the Christmas holidays comes with many benefits, as it can help all organisations with:  

  • Mitigating risks  
  • Leveraging extensive experience  
  • Saving time  
  • Motivating staff 
  • Meeting demand  
  • Reducing costs  
  • Boosting loyalty  
  • Increasing sales and satisfaction  
  • Generating leads  
  • Improving efficiency  
  • Being available 24/7/365 when you can’t be 

The best part? All of this comes with no disruption to existing operations, it really is a win, win!  

Not only this, but by outsourcing to a Contact Centre, you are investing in building relationships and bonds with your audience. Being professional communicators and listeners is just some of the many skills our advisors possess – but it’s what ensures retention and a good reputation. 

4. Consider Omnichannel Support 

We understand that there’s no one-size-fits-all approach when it comes to how people communicate with organisations.  

While being available via phone remains most favoured, offering alternative options is a must-have for satisfying and retaining your audience. And during an extremely busy Christmas period, omnichannel support may turn out to be your saviour! 

Some ways you can ease up your call queues is by directing people to other channels, such as email, live chat or social media. These are great options to have as they fit into people’s busy lifestyles, can be managed on-the-go, and people can get instant access to a real person to help with their question(s). 

Are You Ready for Christmas? Let Mango Help! 

While we know summer isn’t over yet, now is the time to get ready for the craziness that is Christmas! 

We all know being prepared has its inevitable perks; the less stress you’re under, the more you can look forward to Christmas and enjoy the festivities with your team! 

Having been in the telemarketing industry 15 years now, Mango has well and truly mastered the art of managing telecommunications and support services on behalf of organisations of all sizes and sectors during the busiest time of the year. Our video below says it all… 

 Let us take the stress off so you can enjoy the Christmas season! Talk to Mango today. 

How to Best Use Email for Customer Service

Posted on by Mango
using email for customer service blog featured image

There’s a very good reason why we call ourselves a ‘Contact Centre’.  

It’s because in today’s ever-evolving world, we are now spoilt for choice when it comes to communicating! From phone calls to emails, live chat to social media – getting in touch is literally just a few taps away. 

Using email as a contact method has long been a firm-favourite among customers, staff and companies alike. Not only are they convenient, they’re super easy to track and they save time.  

But using email for customer service is a very different game compared to other methods, and is only truly effective with the right tips and tricks. As we have been a professional email management service provider for the last 15 years, you can be sure we have a few up our sleeve! 

In this blog, we reveal how we ensure great results using email for customer service… 

How to Ensure Effective Emails for Customer Service 

While anyone can write an email, believe it or not, there is a knack to being a pro when using it for customer interactions. So long as you tick the boxes below – you’ll be on a roll – trust us! 

Set Up Automatic Email Acknowledgements 

When a customer sends an email, it’s common courtesy these days to set up an automatic response that they’ll receive instantly. 

It might not contain the exact answer they’re looking for – but it’s a great way to put a customer’s mind at ease. How? Well… 

  • It lets them know that their query has been delivered 
  • It gives you a chance to thank them for their time and get the communication off to a positive start 
  • It allows you to set expectations, e.g. inform them when they can expect a response from a customer service agent 
  • You can direct them to helpful resources that you have available, e.g. an FAQ page, social media channels etc. 

In short: customers value companies that deliver prompt responses, rather than ones that have them feeling left in a limbo. Automation is an easy, effective way to meet this need. 

Remember Your ‘Please’ and ‘Thank You’s 

While it is common sense to have good manners in customer service, it’s worth reiterating how it makes a world of difference in any and every situation. 

For example, not remembering general niceties can be enough to lose a customer. People have high expectations these days, and missing out on showing consideration is very difficult to recover from – especially with emails being trackable! 

Having templates ready-made for yourself or your colleagues is a super effective way to ensure manners are never put on the backburner. Plus, it saves lots of typing time! 

Some phrases we recommend using are: 

  • ‘I hope you are well today’ 
  • ‘Thank you for getting in touch with us’ 
  • ‘Please can I ask for more information regarding XYZ’ 
  • ‘I look forward to hearing from you’ 
  • ‘Many thanks again for your query’ 

Respond With Either an Explanation and/or a Solution 

Once your autoreply has been sent, it’s vital to investigate the customer’s query as soon as you can. 

If you have a timeframe to work to (e.g. 24/48 hours), responding to them within or well before the deadline is ideal. Every scenario is different, but for more complex queries, don’t try to rush yourself. It’s important that you take your time so you can be thorough, and find solid answers to the questions asked to limit escalations. 

Even if you don’t have a full explanation, remember to keep the customer up-to-date regularly with progress reports, just to keep them in the loop. 

Of course, there will be other queries that you can resolve quickly and easily. Just make sure you educate the customer so they are gaining more value than just the answer they were looking for. This could be the case if they ask your opening times, for example. You can give them the answer, then highlight where this information is available on your website/social media channels. 

Going back to the customer with an explanation and a solution will provide them with a sense of relief, knowing that their situation is in good hands. 

Remember to Follow-Up 

Whether it be an order confirmation, a ‘thank you’ after a donation, or a summary of next steps when dealing with a more complicated query – sending a follow-up email puts the customer at the forefront – no matter how big or small their initial reason for getting in touch was. 

Being a Contact Centre, we know a thing or two about how important keeping in touch is – that’s why we use email services in conjunction with our telephony.  

We find sending email responses at the end of calls, depending on the outcome, request, or individual requirement, makes for a great ‘switched-on’ approach to servicing customers. 

Depending on the need, we do this either manually, or through automation. Either way, it provides added value in a world where customers expect more from companies and organisations. 

Email Management Services at Mango 

If your customer service emails are getting on top of you – fear not! That’s what Mango’s here for.  

As an expert email management company, we will dedicate ourselves to learn all about your business, so that we can answer queries with confidence in the tone of your brand.  

Whether it be a permanent fix, or a matter of lending a helping hand during a seasonal spike in volume; by outsourcing your email management to Mango, we help free up your internal resources, saving you precious time at a cost effective price. 

Want to get started? Or have any other questions?  Let’s chat! You can talk to Mango by phoning 028 9147 5200, emailing info@talktomango.com, or dropping us a message here! 

For more top tips and insights, check out the rest of our blog. 

Customer Service Tips – Hear it From the Experts! 

Posted on by Mango

No matter what industry you work in, it helps to know how to give someone a great experience. 

Being a pro in customer service goes a long way in making a memorable impression. We’ve seen it first-hand – from our internal client service teams right through to our HR department – building a rapport is key in setting yourself apart from the rest! 

So, if you’re on the lookout for some customer service tips and suggestions – the experts at Mango have you covered. 

The Best Piece of Customer Service Advice We Can Give You… 

While there are many ‘quick wins’ that achieve good customer service, it is best to have a solid understanding of what makes a real difference.  

We live by what is known as “the three ‘Ps’” – AKA the most important qualities of customer service. That being said – in true Mango fashion – we’ve added a fourth element to the mix that we think is just as imperative. 

These three qualities centre around: 

  • Professionalism 
  • Patience 
  • Having a ‘People-first’ attitude 
  • And, our fourth addition: being Proactive 

Although it varies from customer to customer, as long as you’re following these guidelines, you’ll always be on the right track! 

Here’s a few more top tips that are also fail-safe: 

Be as Accessible as Possible 

These days, customers want instant responses and resolutions. So, the more accessible you are, the more easily you can meet the needs of more people. 

There’s a lot of things you can do to tick this box, such as: 

By doing this, you are proving that you are customer-focused, and that you’re invested in helping them with whatever query they may have, at whatever point in the day suits them. 

Use the Right Tools

If you want to deliver the best possible support, then it benefits to have the right platforms and tools in place. 

For us – whether it be answering calls or emails – we would be nowhere without our inhouse IT team. These guys are there to make sure we have all the essential components for great customer service – from data, equipment, software and scripts as and when we need. Thanks to this, we can effortlessly handle whatever is thrown at us, as everything is programmed to automatically guide us through each step of the way! 

Helpful resources can be anything and everything – from handy cheat sheets, project-dedicated chat channels, to even industry-specific newsletters. These all add up in optimising your customer service, plus they make your life a lot easier, too! 

Always Thank the Customer, No Matter What

Customer appreciation is important for many reasons. First and foremost, it can help make customers happy. And a happy customer is more likely to not only come back, but also spread the good word about your excellent service.  

Everyone likes to feel valued, and customers are no different. That’s why it’s vital to say thank you and go above and beyond in any and every situation. 

You can find more specific tips about rapport building techniques to boost your call quality over on our blog page. 

Use Positive Language 

Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While it happens to the best of us, being proactive works wonders in changing a conversation around. 

For example, a customer wishes to buy a product, but it is back-ordered for a month. Consider the following responses: 

  • Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.”
  • Positive language: “What a great purchase. That product will be available next month. I can place the order for you right now and make sure that it is sent to you the minute its available!” 

What a difference it makes telling your customers what you can do for them instead of what you can’t! Redirecting the conversation from negative to positive places focus on the solution, rather than the problem. When the outcome takes centre stage, it eases the situation and distracts from potential backlash. 

There’s lots more customer service tips that we could give you, but we’ll save these for another blog, and leave you with another great piece of advice from Douglas Adams: “To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity”. 

Stay tuned to our blog page for more helpful tips and tricks every other week. Or, if you want to have a chat sooner rather than later, get in touch today! 

Rapport Building Techniques That Will Boost Your Call Quality 

Posted on by Mango

At Mango, we believe in quality over quantity when it comes to call handling. While other contact centres may prefer speed over substance, we give you the chance to make real connections and conversations with people from across the globe. 

How do we successfully achieve this? Our secret ingredient is rapport building. 

The way we look at it: building rapport on calls is what takes an experience from ordinary to extraordinary. You just need to know the right tips and tricks to achieve it… 

This week, we’ll give you full insight into our top rapport building techniques that are guaranteed to boost your call quality, create lasting impressions, and help you have fun in the process! 

Why is Rapport Building Important on Calls? 

Whether it be to place an order, donate to charity or make an enquiry – when someone calls a business or organisation – they will be looking to you for help. They could be feeling a range of emotions, but what will always maximise their experience is clear, empathetic, friendly communication. 

Fostering good rapport with the person on your call will bring an array of benefits to everyone involved. It works almost like a knock-on effect, think about it: it helps the conversation run smoothly, which makes it more enjoyable, and generates better results!  

Not only that, but adopting a positive, proactive approach to call handling can also lead to improved work wellbeing. 

We LOVE this quote from Call Centre Helper:  

“Good rapport isn’t about making best friends with the caller. It means creating a comfortable state where all parties converse freely and comfortably. The extra benefit is that it makes the time spent with the caller more enjoyable for the advisor.” 

We could keep talking about the many benefits of rapport building – but that would probably need a blog of its own! Instead, let’s dig into how you can accomplish all the above and more with some good rapport… 

Our Top Tips to Build Rapport 

With some tweaks to your call structure and further training, you’ll see a world of difference in your call quality – and here they are… 

Ask The Caller How They Are 

In today’s digital-first world, don’t lose that all-important human connection. Spark a down-to-earth conversation by asking the caller a simple question that’s not related to their query. In our experience, you can never go wrong with “How are you today?” or “What are your plans for the rest of the day?” to instil a person-centred approach and help them feel instantly connected. 

We recommend that before you start that separate conversation, wait until you determine their name and the reason for their call, so you have a clear understanding of what you need to do to help them. From here, when you can find a natural gap, ask away! 

At Mango, we like to take conversations one step further. For example, after asking the caller how they are, reply to their answer with a positive response, such as: “I’m glad you’re having a good day”, as this shows that you’re engaged and personable. 

Make a Point of Using Their Name 

Using a person’s name in conversation creates a culture of respect, acknowledgement and consideration for the discussion. It makes the caller feel special, and establishes a positive tone for the rest of the conversation. 

This all ties in with being an active listener. By being fully present and mentally engaged from the get-go, you will be providing the caller a tailored service that they won’t forget.  

Our training focuses specifically on call courtesies – so if you’re new (or thinking of joining us!) – don’t worry, as we’ll cover everything you need to know to make your calls stand out. 

Show You Are Listening 

Listening is a BIG part of the job, but it can be easy to forget to let the caller know you’re listening. Doing this can really boost call quality and user experience, and all it takes is a little fine-tuning… 

  • As the caller can’t see your facial expression or body language cues, remember to use your verbal nods e.g. responding with soft sounds to express agreement or signal acknowledgment. 
  • Lay out clearly and concisely how you plan to help them. For example, if a caller has multiple requests, break these down and repeat them back, telling them what you will help them with first. 
  • Allow the speaker to finish what they are saying, avoiding interjection as best you can. No matter how many techniques you are taught to use on the phone, common courtesy will always be essential! 

Top tip: at Mango, we also encourage our advisors to repeat key points back to the caller as another way to show active listening. 

Think From Their Point of View 

No matter the situation, it always helps to put yourself in the other person’s shoes.  

If it was you calling, how would you like the call to be handled? This is a great benchmark to use when setting an authentic tone for each and every call. If you approach the call in a manner that would work for you, then you’re already winning! 

Our Managers play a key part in helping advisors out with this. Whether it be through doing role playing scenarios, giving them calls to independently score, or arranging feedback sessions – we understand that everyone learns this skill in different ways. 

Ask to Call Listen 

It’s better to hear what makes a good call than guess what makes a good call. 

Prior to your training and upskilling sessions, ask your Team Leader to find some example calls from across the contact centre. You can then score these yourself and compare to your own. 

Alternatively, ask to call listen live with an experienced advisor so you can pick up new tips and ask them questions after the call. 

While we believe in tailored training, we also firmly believe that call listening is one of the best ways to enhance call performance and quality. Not only does it identify new areas for improvement, but it gives you something to aim for and track as you progress in your role. 

Every Interaction is Important at Mango 

At Mango, we encourage our advisors to engage with callers on both an emotional and personal level, giving them space and time to listen attentively, show empathy and – most importantly – be themselves. 

By implementing all the above, we promise you’ll see a huge difference in work wellbeing, caller satisfaction and call quality, to name just a few! 

If you have any other techniques and tips on rapport building, please let us know in the comments below! 

You can also visit our blog page for more handy hacks on other hot contact centre topics. 

4 Benefits of a 24/7 Contact Centre 

Posted on by Mango

There’s no denying that people love efficiency.  

It’s what gets businesses good reviews, boosts their reputation, and ensures ongoing success! 

In our eyes, being efficient means being ready, being reliable and being right there when people need you. Not the easiest task in the world – but well worth the effort.  

One solution that a lot of businesses turn to is using a 24/7 Contact Centre, like Mango. Whether it be for your customers or your supporters, we know all too well that you can’t be present all the time, no matter how much you’d like to be. So, that’s where we come in, and here’s why… 

24/7 Contact Centres: Why They’re Worth Considering 

To put it simply: being responsive leads to high retention, as it limits frustration on both sides. No more delayed waiting times, or dealing with backlogs of queries that jam-pack your day – a win-win we say!  

By reallocating your time to focus on other important tasks, you’re nurturing your business for further growth. With an outsourced agency like Mango – you can leave the talking to us – so you don’t have to worry. 

There’s a lot more where that came from, though! In this blog, we list our top four benefits you can expect from a 24/7 Contact Centre.

24/7 contact centre point 1

1. You’re Always Available 

Being always available proves a lot to your customers. 

For example: a business that invests in a 24/7 service line shows dedication. That it wants to be there, and cater to those that need it as soon as it can. If the demand is there, then this will certainly set you apart from your competitors, too. 

Plus, in a world where it pays to be able to service as many countries and timezones as possible, a 24/7 service network is extremely valuable. This not only adds an extra dimension of convenience for your customers, but it also helps to diversify your client base by appealing to more people around the globe.  

And let’s face it – the world isn’t 9-5 anymore! There’s no better feeling than when you can tick items off your ‘life admin’ list, without having to rejig your calendar. That’s a feeling that can create a strong bond between you and your customers.  

2. You Receive a Team Tailored to Your Business

With a 24/7 Contact Centre, you can expect to be allocated a main point of contact who will learn everything about your business, as well as your strategic goals and objectives. From here, this information will then be passed over to a specialist team who will undertake detailed and specific training to ensure their performance aligns with your intentions. 

These professional agents will then harness their existing skills and new-found knowledge to work on behalf of your company. Whether it be to take orders, donations or queries – they will literally become a seamless extension of your team. This means you don’t have to repeat yourself, or go through a lengthy recruitment process. Easy peasy! 

3. Creates Positive Relationships

The more accessible you are, the easier and quicker it is to meet people’s needs. People appreciate a rapid response, which can then strengthen loyalty, spur positive reviews, and even strike up new relationships.  

Nurturing these new relationships is also essential. By being ‘always on’, you have more time to provide a great experience and prove that you’re reliable. 

4. You Never Miss an Opportunity 

An immediate response is even more critical when it comes to new business opportunities. 

For example: if someone wants to purchase a product or make a donation, and you don’t offer a 24/7 service, then these valuable customers could be lost forever. Even if they intend to call back the next day, or leave a message, people are much more likely to commit if their queries are answered quickly.  

The same goes for resolving issues. If a person is left waiting to fix an urgent problem, then chances are they may have a degree of frustration in their voice when they eventually get through to you. With a 24/7 service, you don’t miss any opportunities to make the situation right straightaway. 

Mango Direct Marketing: A 24/7 Contact Centre You Can Count On 

We know taking the leap to outsource to a 24/7 Contact Centre can be seen as a big deal. But we’re here to assure you that you’re in good hands with Mango. 

With an ethical approach at the heart of everything we do, things are done differently here to achieve excellent results for both our clients and our team. 

We understand that having someone else represent your brand is hard. That’s why trust comes first. Our client engagement team is highly trained to support you and deliver the best experience when people connect with your brand.  

To find out more about what we can do to help you with our 24/7 Contact Centre services, please get in touch and we’ll get back to you ASAP! 

5 Top Tips for Working in a Contact Centre 

Posted on by Mango

Starting a new job is a super exciting time. In the build-up to your first day, you’ll be wondering lots of things like what you’ll be doing, who you’ll be working with, and everything in between! 

If you’re going to be working in a Contact Centre, you may be coming from a similar background, or starting totally afresh. Whether you’re one or the other, it helps to know what to expect so you can eagerly anticipate what’s to come. 

As you might have gathered from our first blog, we do things a little differently here at Mango Direct Marketing. We’re a friendly, empathetic bunch that you can trust to give you a warm welcome! 

Still, it can’t hurt to be prepared. That’s why we’ve rounded up our top five tips for working in a Contact Centre below: 

Working in a Contact Centre: Mango’s Top Tips 

Working in a Contact Centre means you get to have conversations with people from all over the world. You’ll be responsible for being the go-to person when people need help, so to make sure you’re ready and able to be the best you can be, Mango has the perfect recipe of tips and tricks – check them out below! 

Mango’s top tips for working in a contact centre.

Just be Yourself 

It’s normal to feel a little nervous, but it’s important to remember that you’ve gotten this far because of your skills and awesome personality! 

So, now’s the time to relax, be yourself, let everything fall into place and come naturally to you. This is because the less pressure you put on yourself, the easier it’ll be to process everything and take these new changes in your stride. 

Here at Mango, our culture promotes a ‘family feel’ vibe, which you will notice during your recruitment process. As a result, you can expect to feel right at home from the day and hour you start, helping you be comfortable and confident in your role! 

Be Patient With Yourself and Others 

Adjusting to a new role will take time, so be patient with yourself while you learn and grow your skill set. Remember: everyone works at different paces, and progression is not a race!  

In Mango, we nurture our staff from day one, so they feel supported at each stage in their career journey. We work with you so you can realise your full potential – and when opportunities arise – we always promote talent from within. 

Being patient with others is another great way to feel good in your Contact Centre job. Whether you’re dealing with new team members or customers of different ages – being patient and understanding really will go a long way! 

Our advice: take your time, be present, and learning will be so much easier!

There’s No Pressure to Remember Everything 

With every new job, there’s a lot of new information to process in the first couple of days. At Mango, you don’t have to worry about frantically taking notes, or feeling like you need to remember every single detail. 

You can trust that your training will be engaging and thorough. So we’ll make sure we’ve got you covered! We always train on the key topics, such as Mango protocols, the different sectors we work in, and the campaign you’ll be involved with. 

What’s more, is that our advanced technology systems mean you don’t have to take millions of notes to keep you right. We have automatic scripts and prompts so that when you take your first call, you’ll have everything on screen that you need to support you! 

One thing we strongly advocate is documenting your achievements. If you have a good call, spread the word by telling your Team Leader or posting it on our inhouse communication tool MChat! Like we said, the whole call floor is like its own community, so everyone will be keen to see your wins and give you a virtual pat on the back! 

If You Need Help, Just Ask 

Asking for help is never something to be embarrassed about. In fact, it shows that you care about your work and are keen to improve your skills and knowledge. 

At Mango, we have an exceptional management team that you can rely on, no matter the situation. Their passion is aiding you to feel and be the best you can be, so lending a helping hand is something they are always more than happy to do.  

Not only this, but the whole call floor is also a support network – so we guarantee you’ll never be stuck!  

A snippet of Mango’s culture…

Get Involved 

There’s always something going on here at Mango, which makes socialising super easy!  

Whether it be a bake-off day, a team night out, dressing up, fundraising, or even running a marathon – you’ll have plenty of opportunities to get involved. On breaks, we love nothing more than talking about what’s new on Netflix over a cup of tea or a friendly game of pool in the kitchen area! 

Mango Direct Marketing makes this easy for you in other ways, too. For example, we offer you the chance to take part in our hilarious TikTok videos where you can get to know others, have a laugh and maybe even become TikTok famous! 

There’s also our very own purpose-built incentives app called ‘Mouse’s Wheel of Fortune’ – something you definitely don’t want to miss out on! How does it work? It’s simple – you earn points for your hard work, which you can put towards prize draws every month! There’s always a great buzz of excitement in the air every time we do a prize draw – we even have a spinning wheel up on the TV on each floor so everyone can celebrate the winner! Prizes in the past have included vouchers, experiences and goods such as a 50” TV and a NINJA Foodi air fryer. You have to be in it to win it after all! 

For more top tips, keep an eye on our blog page. Here, we’ll be covering everything from industry insights to staff profiles, company updates to handy hacks.  

If you just can’t wait – fear not! Get in touch and we’ll be happy to have a chat with you. 

Inbound and Outbound Calls: What’s the Difference and Do You Need Both? 

Posted on by Mango

Nowadays, there are endless ways you can communicate with others, whether it be organisations, people, or the whole world if you fancy! 

Regardless of whether your audience needs to get in touch with you, or vice versa, telephone will always be paramount for businesses. 

Why? Because it gives you an instant, direct and more personal connection with one another – something that can’t be emulated through other means such as email or social media. 

In the Contact Centre industry, we differentiate our phone calls as inbound and outbound. But what exactly does this mean and involve? And how do you know if you need them? 

Let’s dive into the differences between the two, and why you may benefit from them. 

Inbound Vs Outbound: What is The Difference? 

While they may sound similar, inbound and outbound calls are worlds apart in how organisations and audiences contact one another. 

At Mango Direct Marketing, inbound and outbound call handling is one of the largest services we offer. From small to large scale campaigns covering fundraising, teleshopping and more, it’s safe to say we know a thing or two about what separates them both – and what makes them successful! 

Let’s take a closer look at each of these as a standalone service: 

Inbound Calls 

Simply put, inbound calls are those that people make to actively get in touch with organisations.  

Inbound calls can be made for many reasons. It could be for a customer service query, or to make a donation. More than likely, people will be calling to get an answer to a question, or they need a solution to a problem.  

At Mango Direct Marketing, we are proud to have an expert team of inbound call handlers. From the moment a caller gets in touch with us, they will be greeted with the warmth and knowledge you’d expect from someone who feels like an extension of your team. 

Outbound Calls 

On the flip side, outbound calls are those that are made by our team to connect with your audience. 

Outbound calls are made for lots of reasons, depending on the industry.  

For example, in the corporate industry, outbound calls are mainly associated with customer service and sales calls, for example: web drops/abandoned cart items, club memberships etc. However, they can also be used for appointment setting and market research. 

For the charity industry, the list is a little longer. Depending on your needs, you can utilise outbound calls for everything from thanking your supporters to upgrading donations, converting cash given to regular givers or reactivating donations. 

Of course, we know no two campaigns are ever the same! So, depending on your organisation and what you want to achieve when it comes to improving the communication between you and your audience – the need for either inbound, outbound (or both!) will always vary. 

It’s More Than Just a Call 

Whether it’s an incoming or outgoing call, being readily available and keeping in touch with your audience reaps so many rewards. 

For example: it’s what keeps brand loyalty and awareness alive, maintains good relationships and reputation, and creates new opportunities to generate leads. You really can’t go wrong with some good old-fashioned human interaction, especially if there’s some good craic thrown in for good measure, too! 

Even with newer contact methods available like live chat, email and social media – these ultimately act as a support to phone calls, which remain prevalent as the more trusted and sought-after option.  

In fact, research shows that telephone is the preferred support contact method for 70% of consumers of all ages. Plus, the demand for businesses to implement phone support services has continued to increase over the past five years!  

Do You Need Both Inbound and Outbound Calls? 

Our honest opinion? Both are extremely powerful tools in growing an organisation and creating a loyal audience.  

If you’re in a competitive sector, then there are massive benefits that come with blended Contact Centre solutions. For example, you can cover all bases of support with one campaign focusing on inbound (e.g. taking sales or donations calls), and another focusing on outbound (e.g. strengthening loyalty through making follow-up customer service calls or thanking supporters). 

At Mango Direct Marketing, we understand that there’s no one-size-fits-all approach when it comes to telephone support. One thing’s for sure: you can trust us to hand-pick the best call handling team, and tailor our services to help you achieve your targets.  

Whether you choose inbound or outbound calls (or both!) – it is our aim to provide you with innovative solutions to give your audience an excellent, memorable experience. 

If you want to get started – get in touch with us today!