Category: Advice

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. 

What is DRTV? Everything You Need to Know 

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

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

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

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

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

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

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

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

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

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

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

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

…And that’s where we come in! 

Where Telemarketing Comes into the Mix… 

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

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

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

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

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

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

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

DRTV: Key Takeaways 

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

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

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

How to Ensure First Contact Resolution 

Posted on by Mango

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

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

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

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

Read on to find out how we achieve this… 

How We Ensure First Contact Resolution 

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

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

#1 Greater Accessibility 

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

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

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

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

    #2 Expert Training 

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

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

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

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

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

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

      #3 Regular Reviews 

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

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

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

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

        #4 Final Check-Ins 

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

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

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

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

          Call Centre Quality Monitoring Best Practices 

          Posted on by Mango

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

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

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

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

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

          #1 Record All Calls 

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

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

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

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

          #2 Make Call Listening Daily 

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

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

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

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

          #3 Use Agent Self-Scoring 

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

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

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

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

          #4 Schedule Ongoing Training 

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

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

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

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

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

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

          Making Quality Monitoring a Priority 

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

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

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

          Customer Experience Trends for 2024 

          Posted on by Mango

          Providing a memorable, positive customer experience is what sets us apart from competitors. It really is make or break when it comes to creating customers for life – something the Mango team know a thing or two about! 

          As we look towards 2024 (after the quickest year ever!) – we expect a lot of new focuses and mindset shifts when it comes to servicing customers. We’re thinking cutting-edge technology, having a better understanding of customer needs, and leveraging these to redefine how we engage and retain for the long-term. 

          With that being said – here’s our top four customer experience trend predictions for next year!

          Mango’s Top 4 Customer Experience Trends for 2024 

          The contact centre environment is becoming more dynamic each year, embracing new strategies that satisfy the needs of today’s customers when it comes to efficiency, ease and personalisation.  

          We’re talking real-time analytics, omnichannel offerings, and security-first approaches which are transforming the art of customer service as we know it, for the better! 

          Let’s get into it…

          Focus on the Customer Journey 

          Nowadays, it is essential to prioritise relationships over transactions. Rather than solely focusing on standalone interactions, organisations are making greater efforts to tailor their customer journey as a whole.  

          The customer journey is all-encompassing, looking at how people experience an organisation from the initial awareness stages right through to retention.  

          It helps you see things from a customer’s perspective to understand expectations and needs. By thinking about the overall process, you’re more likely to optimise internal operations, customer communication and sales potential!  

          The key to achieving this in 2024 is being prepared and versatile. Consider how your customers see you, how they can learn about you and how they can reach you. By being readily available, your customer journey is already off to a good start!  

          With customers having plenty of options to find out about you, get in touch with you and stay up-to-date with what you’re doing – this means you’re being inclusive and providing them added value from the get-go – something which won’t go unmissed.  

          From IVR messaging to scriptwriting, outbound calls to follow-up emails – at Mango, our services cover each and every stage of the customer journey. For more on how we achieve this – check out our blog on customer service, written by our very own inhouse experts! Customer Service Tips – Hear it From the Experts! 

          Being More Security-Centric 

          Personal data is precious to customers, so showing that you recognise and honour this will help instil greater trust and confidence in your organisation. 

          Ensuring information is safely stored and protected is key. For example, 63% of customers say they are happier dealing with businesses that make it easy to see how their data is used – so we expect this to only get higher as the years go on.  

          Not only this, but enhanced security and privacy safeguards are non-negotiable for meeting regulatory compliance as well as boosting consumer loyalty as the industry continues to evolve in 2024. 

          Our advice is: make sure you have clear data and privacy policies in place, as well as strong security measures. At Mango, our security measures revolve around: 

          • Encryption: A security method where information is encoded and can only be accessed or decrypted by a user with the correct encryption key. 
          • Access Control: Strict access controls which ensure that only authorised individuals can access sensitive data. 
          • Multi-Factor Authentication: 2FA adds an additional degree of protection by requesting many different forms of identification before providing access. 

          Opt for Omnichannel  

          How we provide customer experiences is always adapting. With so many new methods now available, it is essential that you cater to your audience across multiple touchpoints, as this opens up so many new opportunities! 

          Whether it’s over the phone, or via email, social media or live chat – we say the more, the better!  

          When thinking about 2024, what will make an even bigger and better difference is having a unified identity across all these channels. By delivering a coherent and personalised experience across the board – this is what will catapult service quality and help customers feel even more supported. 

          It’s this added value that an omnichannel approach brings to ensure a customer’s journey is always continuous, regardless of whether they start a conversation through chat and move to a phone call afterwards. 

          That’s one of the main perks of having an inhouse IT team like we do. Thanks to their technology know-how, they are always looking to create new, innovative solutions to streamline customer experiences and optimise client campaigns. From message automation to real-time analytics and everything in between – they really are modern day superheroes when it comes to staying ahead of the customer service game! 

          If you don’t have the resources readily available to implement bespoke IT solutions, you can speak to us or find out more here: The Benefits of an Inhouse IT Team 

          Continuous Upskilling 

          As we get ready to kick-start 2024, we are continuously striving to strengthen customer experiences, which involves consistently developing the skills of those on the frontline – our agents.  

          After all, the main reason the Contact Centre industry evolves so much when it comes to customer support is because of the people pioneering this change!  

          With the sector now being so technology dependent, this means staff must be empowered to manage these advancements at expert level so they can provide first-class services. 

          Prioritising training and upskilling means agents can be better prepared to: 

          • Problem-solve with ease by thinking with a solution-first attitude 
          • Handle customer conversations with professionalism and sensitivity 
          • Spot opportunities for upselling/upgrading 
          • Build relationships with customers and nurture their experience 

          Whether it be through independent microlearning, group training or team leader-agent one-to-one sessions, the more effort that is put into upskilling staff, the more we all reap the rewards, including: 

          • Enhanced competence 
          • Sustained motivation 
          • Greater employee satisfaction 
          • Improved performance 
          • Career milestones and opportunities for progression 

          Customer Service in 2024 in a Nutshell 

          As we learn to accept new changes, implement smooth, secure solutions and invest more in people – we believe a firm focus on innovation, protection and staff development will help us achieve more positive customer experiences in 2024. 

          As we prepare to say goodbye to another year in the Contact Centre industry – one thing remains the same – customers will always be at the heart of all success stories. 

          For more top tips on mastering customer services for 2024 and beyond, talk to Mango today! 

          Mango’s Tips on How to Start Your Sustainable Business Journey 

          Posted on by Mango
          blog featured image - Mango building with white text reading 'Mango’s Tips on How to Start Your Sustainable Business Journey'

          Nowadays, being a sustainable business is a benchmark for success. 

          No matter your industry, environmental friendliness taps into all aspects. For example, many customers prefer products made with sustainable materials, employees will favour companies with ethical stances, and clients are more likely to choose suppliers that support eco-friendly initiatives.  

          Not only this – but being a sustainable business comes with many benefits that go beyond ticking a box. It reduces costs, saves money, creates greater employee satisfaction, and most importantly – saves the planet! 

          How to Start Being a Sustainable Business Today 

          With so many good reasons to act sustainably, you may be wondering: ‘Where do I even start?!’  

          Here’s a few tips from our team on how we started our journey as a sustainable business, and how we maintain it to this day: 

          Start With Your Office 

          It may feel like a big move initially, but making your office space greener is the best, most critical place to start! 

          When you think about what it means to be an eco-friendly business, your first thoughts go to being: 

          • More energy efficient 
          • Reducing waste generation 
          • Recycling what you use 
          • Reducing pollution 

          Here’s how we suggest you get started… 

          Establishing new policies and practices will help you make positive changes more quickly. This doesn’t have to be a daunting task – a couple of easy first steps can include introducing recycling bins and educating your employees on what can/can’t be recycled through informative posters and emails. There’s lots of fantastic resources available online from leading organisations such as WWF, Our Planet and STEM – but you could go a step further and invite local environmental specialists and consultants to do training sessions with your team. 

          Make efforts to go paperless where you can. You can start by reducing the amount of paper your office uses by implementing a ‘only print if necessary’ rule, allocating a certain amount of printing credits per person and only placing orders for recycled paper.  

          You can also invest in energy efficient office equipment and remind your staff to power down and turn all the lights off at the end of the day. 

          The less waste you produce, the more you alleviate pressure on landfills and greenhouse gas emissions. Giving reusables to your employees is a great way to achieve this. Whether it be reuseable water bottles or coffee cups – these items make a huge difference to the environment. Plus, you can get them branded which help with advertising your business, fostering a positive work culture, boosting employee morale, and creating a strong sense of belonging within your company! It may be an investment, but it really is a win-win. 

          orange mango mugs - sustainable reusables
          Branded reusables are a great way to promote your business and achieve sustainability goals. 

          Engage Employees in Sustainable Initiatives 

          Being a sustainable business is a collaborative process. Everyone has a role to play in being more environmentally conscious, and so having support from employees across all levels will help you make a greater impact. 

          As such, employees need to be engaged so they not only understand the importance of being sustainable – but they also believe in the cause and feel passionate about making changes to help the planet. 

          Aside from notifying staff on what they can do – it’s worth involving them in the bigger picture, too. Whether it be taking part in a suggestions box, a small focus group, or a company-wide update meeting every quarter – your employees will feel more invested in your sustainability mission if they play a role in the process, no matter how big or small. 

          You can also create incentives around sustainability, such as offering rewards for employees who cycle to work. You can even turn sustainability into challenges, such as zero-waste days or bring-your-own-lunch days. 

          mango van outside storehouse north down - man giving trolley full of food to foodbank - sustainable initiative
          Last Christmas, the Mango team donated food and gifts to local foodbank Storehouse North Down. 

          Give Back to Charity 

          You might already be donating to charity, but there’s ways you can place sustainability at the forefront of your charitable efforts. 

          For example, when you donate items to the community such as clothing and food, you prevent them from going to landfill. At certain times of the year when waste and poverty is at its highest, supporting local foodbanks will mean you’re helping both social and environmental causes.  

          Monetary donations or team volunteering opportunities can also be part of your sustainability mission. Your company might work with non-profit organisations that support environmental conservation. It could even be part of your business model. For example, many companies opt for planting trees to aid reforestation.  

          At Mango, we have planted 250 trees via Treeapp, one for every employee that works at the company. 

          woman in background planting trees - white text stating 'we have planted 250 trees via treapp'
          Treeapp is an easy way to increase and track your company’s positive environmental impact. 

          (Find out more ideas on how businesses can support charities over on our blog!) 

          Obtain a Credible Sustainability Certification 

          Certifications are an excellent way to benchmark and score your sustainability practices. 

          Meeting all the requirements to earn a credential lets you know your business is doing things right. It also helps you identify any blind spots you can improve upon, and shows customers and clients that you are committed to being environmental and ethical in your practices. 

          Not only this, but because many certifications include a provision for continual improvement, it means you’ll always be kept right in how you approach sustainable practices and informed of new ways you can make waves with saving the planet. 

          We recommend ISO 14001, an internationally agreed and recognised standard for Environmental Management Systems which supports organisations in identifying, managing, monitoring and controlling environmental processes and requires them to assess environmental issues relevant to their operations e.g. waste management, resource use and efficiency. 

          This type of certification is suitable for organisations of all types and sizes and includes many benefits, such as:  

          • Demonstrating green credentials 
          • Reducing costs, overheads and wastage 
          • Focusing on proactive management 
          • Impressing existing clients 
          • Better employee engagement 
          • Improving your reputation 
          • Ensuring legislative awareness and compliance 
          • Winning more business 

          At Mango, we have been working towards both ISO 9001 and ISO 14001, and will be accredited by the end of 2023 – we are so excited! 

          Becoming a Sustainable Business is a Journey 

          Becoming a sustainable business can be slow, steady journey – but it’s certainly a worthwhile one if it means preserving our planet for the years to come. 

          If you have any other questions or advice on how to get started – please feel free to get in touch with the team today or leave a comment below! 

          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. 

          Tracking Call Quality: Our Top Hints and Hacks 

          Posted on by Mango

          Call quality impacts everything in a Contact Centre; from operational efficiency to client satisfaction. 

          In an ideal world, it would be nice to assume that everything is always hunky-dory – but tracking progress is an essential procedure to ensure service is continuously optimised. 

          At Mango, we have honed the art of nurturing, tracking and improving call quality – in several ways in fact! 

          In this blog, we provide a full rundown of hints and hacks that we use to ensure call quality is in tip-top shape. But before that, let’s look at why it’s important to do in the first place… 

          The Importance of Call Quality Checks

          Whether a person is calling to make a donation, purchase an item, or ask for assistance – they will likely encounter the brief message: “This call may be monitored for training and quality purposes.” 

          While this is a common occurrence in this day and age and may go unnoticed by most – this plays a huge part in how Contact Centres like ourselves measure how well a query is being handled.  

          This is vital because, according to 123 Form Builder’s 2023 customer service statistics, how we manage interactions and provide experiences is now more important (and demanding) than ever before: 

          • Customer support requests are up to 14% from last year; 
          • 81% of people claim that receiving good customer service makes them more likely to return; 
          • 70% of the conversion experience is based on how the customer is treated; 
          • More than 60% of customers now expect companies to meet all their needs; 
          • 64% of businesses say they can notice sales growth due to good customer service. 

          If done right, these benchmarks for success can reap many rewards across the board. For example:  

          • Positive interactions provide an enjoyable experience for both the caller and the agent; 
          • Consistently good experiences can nurture client-customer relationships and boost reputation; 
          • Agents will enjoy praise, recognition and a boost in morale.  

          How We Track Call Quality at Mango 

          We understand that every agent will have different skills. So, to ensure the above outcomes, we track call quality in different ways to help identify gaps and set new goals as a result… 

          Call Recording and Listening 

          Call recording and listening is a classic quality monitoring method. It gives a first-hand, detailed insight into how calls flow, how the agent solves problems, how rapport is built, and so much more! 

          Using our very own PCI-compliant call recording app, designed inhouse by our expert IT team, our Contact Centre management and client services teams can securely listen to calls to spot areas for improvement from both an agent and process perspective. 

          These calls are then used to aid agent training and client calibration sessions… 

          Call Calibration 

          Call calibration sessions are regular meetings held between our client services team and clients to discuss and rate calls.  

          Not only do we understand that every agent is different, but we also know that each client has different expectations and requirements. Call calibration is the key to unlocking what these are, so we can work with transparency and partnership at the forefront. 

          At Mango, we believe this strategy helps to: 

          • Define best practices 
          • Determine preferred call flows and formats 
          • Optimise scripts 
          • Set new objectives  
          • Revisit how areas have been improved 

          We then use this information to map out feedback sessions with agents, or examine new processes and approaches that will enhance efficiency, productivity and quality. 

          Feedback Sessions  

          At Mango, we host regular ‘1-2-1’ meetings between Team Leaders and Contact Centre agents. They are used primarily to give agents feedback, but are also used to check-in with how they’re doing/feeling, and help them grow in their roles.  

          Having dedicated feedback sessions with agents gives them the perfect opportunity to reflect, learn and adapt – therefore optimising their performance over time. This is where the call recordings come in handy – allowing them to listen to their skills in action (as well as other agents’ high-quality calls), independently score themselves and identify focus points for the future. 

          Having the Right Tools 

          High-quality service is delivered in several ways. While the agent will be responsible for the spoken interaction, they still need additional tools to provide a totally seamless experience. 

          Our Contact Centre management and client services teams are always brainstorming and strategising new ways we can make processes sleeker and better than they were before.  

          Enter: our fabulous IT team to make the dream a reality! 

          With thanks to them, we have been able to create bespoke systems, tools and apps to ensure campaigns are fully catered for. Not only this, but they have also developed many internal solutions which help with tracking quality, such as: 

          • Agent journey app – a record of agent progress 
          • Staff training app – a record of what training they have completed/are yet to complete 
          • Agent notes app – a space for agents to securely store training notes 
          • MChat – our internal-only chat platform for staff to communicate updates across all levels of the business 

          Ensuring Consistent Call Quality 

          Quality monitoring is a continual process that forms an integral part of business operations, no matter what industry you’re in! 

          By implementing the above hacks into our daily processes, we have spotted huge opportunities for both our clients and staff, as they have allowed us to consistently evaluate and improve performance. 

          If you are looking for a high-quality Contact Centre solution – talk to Mango today!  

          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!