Tag: contact 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! 

How You Can be Always Available with Call Answering Services

Posted on by Mango

When you’re at your busiest, that always seems to be the prime time for your phone to ring off the hook!

You then make a split-second decision to answer as it could be a potential lead, losing your train of thought on your current task.  

Or when you’re in meetings all day, how often do you return to your desk to find 20+ missed calls to catch-up on, to find that only a handful are genuine compared to spam after you’ve already taken the time to call them all back? 

We understand all too well that as much as you probably wish you could – you can’t be in two places at once! But thankfully there’s always a solution, and it’s known as call answering services. 

Call Answering Services: What Exactly Are They? 

Well, they are pretty much exactly what it says on the tin – professional phone answering completed on your behalf for when you can’t be there to answer.  

For example, if somebody calls you and you’re unavailable, this will be answered by a highly skilled agent who is trained on your operations and seen as an extension of your team. From taking messages to appointment setting – they help manage your opportunities while you’re focusing on other important areas of your business. 

And even when you’re not focusing on your business – if you’re benefitting from this service – you can enjoy having your calls taken during the night, the weekend, and bank holidays! 

Why Use Call Answering Services? 

There’s lots of reasons why companies big and small may use call answering services. For example: 

  • Better customer experiences – reducing long wait times and frustrations 
  • Drives extra business that could otherwise be missed 
  • Employing a full-time receptionist salary can be costly 
  • Getting existing staff to step in when needed and taking them away from their day-to-day tasks can be counterproductive 
  • Call answering services provide peace of mind – especially when it stops the distraction of what feels like endless phone ringing! 
  • It’s a flexible service, which can be started/stopped as and when needed, with a quick and easy setup process 
  • It doesn’t have to stop at phone answering and message taking – you can combine this service with other helpful inbound solutions such as Live Chat messaging and social media monitoring for example 

Call answering services are there for companies of all sizes and all call volumes. Whether they want to cut overheads or boost internal efficiencies – there is a phone answering option for all! 

What to Expect from Outsourced Phone Answering Services 

We understand that handing your calls and associated messages over is a big decision, but it can be as simple as 1, 2, 3, 4…really! 

Here’s what you can expect from Mango’s call answering service at its most basic level: 

  1. A call comes through to your business line 
  2. One of our agents (who belong to a fully trained, dedicated team for your account) answers, confirming your business name and following your approved script  
  3. Using a friendly, welcoming tone, they explain that you’re unavailable and ask if they can take a message to pass over to you  
  4. The caller’s details and message are taken and delivered to your inbox instantly for you to review (this can either be done via email notification or SMS messaging) 

    This service can be setup for you in as soon as 24 hours. Not only this, but you can expect this new-found convenience at a low-cost flat fee, so you know what you’re spending each month. 

    See? It really is that simple!

    What are the Next Steps? 

    If you’re contemplating a call answering service for your business, our best advice would be to take one week where you monitor call volume and how this impacts your workload. 

    Use this checklist to help give you an idea: 

    • How many calls do you receive each week? 
    • What methods are you relying on to handle them currently? 
    • How are these calls effecting your day-to-day operations? E.g. roughly how long are you spending managing these calls yourself? 
    • How many calls are genuine vs spam? 
    • Is there a special circumstance that may increase your calls during a certain period where you will require help e.g. flyer drops, the launch of an exclusive deal, post-networking event, social media advertising – or will you need help on an ongoing basis 

    If you find answering calls disrupts workflow by taking you/your staff away from what they do best, or that you are losing business and getting customer complaints – then introducing a call answering service may be the answer. Whether it be for a short trial period or on a rolling basis – at Mango – we can give you a speedy, tailored solution to suit your exact needs  

    From a dedicated team to bespoke reporting – we ensure your account is maximised at a low cost, giving you and your team the freedom to take your business to the next level! 

    If you have a question or are ready to get started – talk to the Mango team now!  

    Mango’s 2023 Year in Review

    Posted on by Mango
    mango's year in review 2023 featured image - collage of photos from throughout the year

    What a year it’s been. 

    There’s a lot that goes on in 365 days. Some days are quieter and busier than others – but there’s no doubt that the time flies in fast! 

    Working in a live environment, we sometimes don’t pause and reflect on all the amazing moments we share with our colleagues – who we actually spend more time with in a year than we do with our very own family! 

    That being said, with 2024 just around the corner, we want to take this chance to stop and remind ourselves of all the milestones and highlights we’ve had in 2023.  

    Year in Review: Mango’s 2023 Highlights 

    Sit back, relax and enjoy this wee round-up of our past year – and feel free to share your own achievements in the comments so we can celebrate these together! 

    Mango’s 15th Birthday 

    Mango opened its doors on 4th August 2008, in the middle of the recession. So, celebrating our 15th year in business was a pretty big deal in our books! 

    To commemorate the occasion, we hosted a company-wide birthday party across the Mango offices. The day was jam-packed, covering everything from breakfast baps for all to games, prizes, live music, speeches, champagne toasts and a cocktail hour to thank our staff for helping us get to where we are today. 

    Plus, we all had a good laugh pranking the Managing Director by filling his office with 500 balloons…check it out over on our TikTok. 

    We’ll have to get our thinking caps on for how we’re going to top that for our sweet sixteenth birthday next year… 

    Sponsored Head Shave 

    In aid of The Little Princess Trust – a charity that provides real hair wigs to children and young people who have lost their own hair through cancer – we completed not one, not two…but four fundraisers, achieving a total of over £1,000 for the cause! 

    From challenging staff to undertake the One Chip Chilli Challenge, hosting a ‘Funky Hair Day’ across the office and even walking 10 miles from Holywood to Bangor on the hottest day of the year – our staff really did step up to show their support. 

    But it didn’t stop there – the main event saw Team Leader Sheila and her sister Keaver brave the shave so they could donate their hair to the charity. With over 20 inches of hair being snipped and shaved, the girls received an amazing response from The Little Princess Trust directly – something that will go down in Mango history for sure! 

    Walk to Scotland 

    In October, the Mango team hopped aboard the Stena Line boat from Belfast to Cairnryan to ‘Walk to Scotland’ in support of NI Children to Lapland and Days to Remember Trust. 

    NI Children to Lapland and Days to Remember Trust is a charity which gives terminally ill, life-limited and deserving children from across Northern Ireland a magical, memorable day that they and their families can cherish forever. 

    The annual Walk to Scotland event is an essential part of the charity’s fundraising efforts to facilitate an annual trip to Lapland, bringing 100 young children from Northern Ireland to visit Santa in his homeland.  

    To support the charity in co-ordinating its annual trip to Lapland, the team raised over £1,000 in the run-up to the sponsored walk, which contributed to the incredible £14,000 total raised at the event! 

    From this, Mango and NI Children to Lapland Trust have now initiated a new corporate partnership aimed at broadening our social impact and expanding the reach of the charity’s impactful work for children.  

    We can’t wait to see what this new endeavour will bring in the new year!  

    Watch the video of our walk to Scotland here. 

    Bangor Business Awards 

    In October, the team attended the local Chamber of Commerce’s acclaimed Bangor Business Awards 2023, having been shortlisted for several awards. 

    Our longest-serving fundraiser, June Cowan, was nominated for ‘Employee of the Year’ – a win we were crossing our fingers extra tight for before her retirement next year! 

    With her 13 years at Mango, June’s commitment to charity work has seen her raise an incredible 1.5 million pounds for our clients – an amazing achievement that we were ecstatic to see her win the coveted ‘Employee of the Year’ award on the night! 

    With plenty of dancing and singing had, we were delighted to give June a well-deserved celebration for all her hard work. Check out the video over on our TikTok. 

    Achieving ISO Certification 

    Becoming ISO certified had been a goal of ours for years and years. So, in 2023, we decided to make it happen! 

    Not only this – we didn’t just go for one ISO certification – we set ourselves the challenge of going for both ISO 9001 and ISO 14001 at the same time! 

    After several process optimisations and audits over the course of Q3 – as well as top tips from the teams at Quadra Consulting and Auva Certification – in Q4 we were overjoyed to receive certification for both ISO 9001 and ISO 14001. 

    With our international industry-approved quality and environmental standards, we can’t wait to see what new opportunities these will bring to Mango in the future.   

    Here’s to 2024! 

    It’s hard to believe another year has been and gone. That’s why it’s so important to give yourself a moment to see how far you’ve come – no matter how big or small the achievement.  

    With so many successes under our belt this year, we’re excited to rethink our goals for 2024 and make these ideas a reality. Watch this space… 

    We would also love to know your 2023 highlights – so please feel free to give yourself a shout-out in the comments! 

    If you’re strategising for 2024, you can also talk to Mango today about any and all things Contact Centre related. Whether it be customer services, telephony, email management, fulfilment or response handling – we can help you regardless of your needs. 

    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. 

    The Benefits of a Live Chat Service

    Posted on by Mango
    person holding phone, orange and purple message bubbles gravitating from phone, live chat service, live chat message, text saying 'the benefits of a live chat service'

    In this fast-paced world, real-time engagement is highly attractive to customers across the globe. 

    There’s nothing better than visiting a company’s website and seeing that they are 24/7; you know you can get help straightaway, instead of having to press pause on your query to wait for ‘normal’ opening hours to resume. 

    Whether customers prefer to jump on a call, or would rather send a quick message – offering live chat as an additional service means you can help more people.  

    Over the years, we’ve encountered lots of great benefits that come with a live chat service. So let’s take a closer look at what these are, and how you can get started… 

    live chat service, live chat room, green banner, online message on black phone

    Having a Live Chat Service: Top 4 Benefits 

    With everyone living such busy lifestyles, the above scenario can be incredibly frustrating. Yet, as you can see, it can be very easily avoided! 

    Believe it or not, the benefits of live chat stretch far beyond just giving your customers a convenient way to get in touch with you. It improves the support experience, boosts productivity, helps you get to know your customers better, and informs your product decisions. 

    Here’s the full rundown of advantages you can expect: 

    It Meets the Needs of Your Customers 

    In today’s fast-paced world, live chat is beneficial because of its immediacy and convenience.  

    According to LiveChat.com, customers now expect live chat to be available on a website. With 42% of businesses reporting consumers prefer phone support (kayako), live chat makes the perfect addition to your available support channels. 

    For those who like to use live chat to reach you at the exact moment they have a problem that they can’t solve, this is a much better option than sending an email, as often they are usually met with a bounce back that says ‘please allow up to 48 hours for a response’. 

    It’s no wonder why customer satisfaction ratings are so high for live chat! 

    person smiling at phone holding coffee cup, live chat message bubbles, speech bubbles, live chat service

    It Gives You a Competitive Edge 

    Everyone wants to be the best in the business. To do that, you need to position yourself as the go-to over your rivals. 

    For example, if other companies like yours don’t offer live chat (or provide low-quality chat support), then this gives you the chance to do it right. 

    Imagine providing your customers with robust, reliable support services across a range of methods – you would be miles ahead of the rest! And, with people being more vocal about their experiences online, having a multichannel approach to customer services is vital in this digital world!  

    It Builds Stronger Brand-Customer Bonds 

    As we already know, different people prefer different contact methods. By presenting a wider range of options, customers will feel that you’re more responsive, more available and generally more interested in what they want. This can make huge waves in building trust with customers of all kinds, no matter their preference. 

    With a live chat service, you can also offer longer service hours (If you aren’t already 24/7), covering evenings and weekends. Again proving that you’re invested in fitting your customer service around your customers’ lives. 

    Mango Direct Marketing employee sitting at desk in front of computer smiling, blonde hair, orange lanyard, live chat service

    It Reduces Escalations 

    Majority of the time, issues that escalate, could have been easily resolved in the early stages. Live chat offers a fantastic way to get to the bottom of things quickly and effectively. 

    There’ll always be interactions that are best handled over the phone, but many simple queries can be resolved quickly by live chat, leaving other agents free to deal with the large, complex support tickets.  

    How Can I Get Started With Live Chat? 

    Live chat allows you to interact with your customers with the right dose of automation and technology, so you can provide a solution fast. It may sound complex – but trust us – it really isn’t! 

    We can help you get started with optimising your contact services by giving you access to… 

    • Our expert IT team, who can create personalised interactions with customers based on their query 
    • Our 24/7, 365 days approach, so customers can start conversations with you at any time 
    • The option to have live chat as a standalone service, or as part of a wider campaign that offers a multichannel service  

    Whatever support you need with starting up a live chat service, we are more than happy to chat more about how Mango Direct Marketing can help! So go on, say hi!