Tag: contact centre

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!