Advice - Mango

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

Posted on 18 October 202313 November 2023 by Mango

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 22 August 202322 August 2023 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 8 August 202322 August 2023 by Mango

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 25 July 202325 July 2023 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 11 July 202311 July 2023 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:

Being open 24/7
Being available across multiple channels, including calls, email, live chat, social media, SMS and more
Making sure whatever methods you can be contacted on are obvious via your website’s homepage, contact page and social media channels

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 13 June 202313 June 2023 by Mango

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

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

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

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

Why is Rapport Building Important on Calls?

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

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

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

We LOVE this quote from Call Centre Helper:

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

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

Our Top Tips to Build Rapport

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

Ask The Caller How They Are

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

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

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

Make a Point of Using Their Name

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

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

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

Show You Are Listening

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

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

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

Think From Their Point of View

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

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

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

Ask to Call Listen

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

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

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

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

Every Interaction is Important at Mango

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

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

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

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

4 Ways Businesses Can Support Charities

Posted on 16 May 202316 May 2023 by Mango

Supporting charities brings many benefits that go beyond that feel-good factor.

For example – working with charities can create team building opportunities, strike up new partnerships, enhance corporate identity and boost staff morale – to name just a few!

Whether it is for the above reasons or not, companies big and small have the power to make a real difference.

It may sound like a big task – but nowadays it is easier than ever to support charities in a variety of ways! With plenty of tried and tested methods, you can trust us at Mango to advise on some of the best ways your business can be more charitable!

Think Outside the (Donation) Box

If there’s anything we’ve learned over the years, it is that gone are the days where you can rely on donation boxes being scattered around the office!

While they are still handy to have, these days, businesses and individuals alike need to think bigger and quirkier in order to spark interest.

It’s the creative fundraising ideas that stick in people’s minds: they build anticipation and make lasting memories for those taking part.

But where to start? Inspiration can be found everywhere and anywhere – especially online! In a world of crowdfunding and viral challenges, social media in particular is an ever-evolving hub of creative ideas. But it all comes down to choosing the best fit for your company or charity.

At Mango, we’ve done everything you can think of! From marathons, mud runs, baking competitions, fancy dress days, challenges, jumble sales, charity shop runs with our company van, and so much more!

Get Staff Members Involved

If you want to know what will get people excited and engaged, the simple thing to do is ask them directly!

If you give everyone a chance to nominate (either by online survey or pieces of paper in a hat – whatever’s easiest!) then you know you’ll be supporting a charity that’s close to your employees’ hearts.

You can also create a charity committee within your company, where staff members can collaborate to come up with fresh ideas and encourage others to take part in fundraising activities. This helps to spread responsibility and get more people ramped up!

Here at Mango, we have a dedicated Employee Engagement group who meet every month to discuss and plan activities, with a charity focus always at the forefront of everything we do!

Consider The Time of Year

Approaching things from a seasonal perspective can really help with planning, as well as prioritising certain charities and events that align with your company’s values.

What’s handy is that if you research online, you’ll find that almost every month has a charitable focus. To help you get started, we’ve listed a few events that happen each month of the year – but be sure to check in with your favourite charities on what their plans are!

January: Dry January, Love Your Liver Month, Cervical Cancer Prevention Week
February: National Heart Month, World Cancer Day, Time to Talk Day, Rare Disease Day
March: Prostate Cancer Awareness Month, Ovarian Cancer Awareness Month, International Day of Happiness
April: Bowel Cancer Awareness Month, Stress Awareness Month, MS Awareness Week
May: Action on Stroke Month, National Walking Month, Deaf Awareness Week, Mental Health Awareness Week
June: Carers Week, Men’s Health Week, Cervical Screening Week, Diabetes Week, Breathe Easy Week
July: 24/7 Samaritans (The Big Listen), World Hepatitis Day
August: Cycle to Work Day
September: Urology Awareness Month, Migraine Awareness Week, World Suicide Prevention Day, National Fitness Day
October: Breast Cancer Awareness Month, National Cholesterol Month, Dyslexia Awareness Week, World Mental Health Day
November: National Stress Awareness Week, World Diabetes Day, World COPD Day, Movember
December: World AIDS Day, International Day of Persons with Disability

PS – you can find lots more through useful sites such as Awareness Days and many more!

Most Importantly, Have Fun!

We understand that supporting charities is serious business. But, the best way to get people involved and invested is by making the journey as fun as possible!

Think about it – the wackier the idea – the more people will ask questions. The more conversations you have with people about your plans, the more you can spread the word and entice people to partake.

As we mentioned before, charity events are a brilliant way to get teams from other departments mingling and bonding. So the more effort you put in, the better it is for everyone involved.

What’s Next for Mango?

On Thursday 25th May, our very own Team Leader Operator Sheila and her sister Keaver will be shaving their heads and donating their hair “to bring a smile to a child with a simple gesture that we take for granted every day”.

To support them, we will also be hosting a few challenges and activities, such as:

A #OneChipChilliChallenge, to see who out of our volunteers can handle the hotness!
A sponsored wax and shave
A fancy-dress team walk from Holywood to Bangor

If you wish to/are able to donate, you can do so via our Facebook Fundraiser.

Other Ways You Can Support Charities

For more advice on ways you can support charities, talk to Mango today or check out our socials to see what we get up to:

Facebook – @mangodirect
Instagram – @mango_direct_marketing
TikTok – @mangodirectmarketing
Twitter – @mangodm
LinkedIn – Mango Direct Marketing Ltd

4 Benefits of a 24/7 Contact Centre

Posted on 2 May 20232 May 2023 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.

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!

Work Wellbeing: Changing Your Employees From Staff to Family

Posted on 18 April 202318 April 2023 by Mango

We spend so much time together at work – almost 85,000 hours in a lifetime in fact!

In this time, we learn and achieve so much. But we can’t expect to reach milestones without the right support, or enjoy the journey without making memories along the way.

It is a known fact that the more people feel a sense of belonging in the workplace, they are more likely to commit to that company long-term. Work wellbeing centres around genuinely caring about employees, looking after their needs, and encouraging their best performance by showing appreciation – something we actively strive towards here at Mango!

Investing in Work Wellbeing: Our Top 5 Tips

As such, we’ve rounded up our top five ways to focus more on work wellbeing, transform staff into family, the benefits that come with this, and examples of how we do it at Mango…

Provide Consistent Feedback, and Always Include the Positives!

Think about it: who doesn’t love getting compliments after working your butt off?

Effective communication and scheduled feedback sessions bring so many benefits, professionally and personally, on both sides!

Professionally speaking, they promote continuous learning, which aids staff in thriving and succeeding in their roles. From a personal standpoint, they give employees across all levels of the company a chance to get to know each other better, which leads to improved relationships, and develops a greater sense of belonging. In turn, this can turn colleagues into friends – something that instantly makes going into work feel like you’re going to your second home instead.

When providing feedback, at Mango we always take an ‘attitude with gratitude’ approach. We look for the positives in a person’s development and support them in whatever way they need in order to nurture their potential.

Organise Engagement Activities and Events

Whether it be a s**t shirt day, a bake sale or a charity fun run – if it brings people together – it will work wonders in making people feel more connected to their fellow colleagues and the company as a whole.

In fact, 79% of employees believe fun at work relieves stress, and 62% of employees who have fun at work take less sick days.

At Mango, we organise monthly engagement days (sometimes more!). We see these as great opportunities to get people from different departments to mingle and spark friendships, as well as give staff something new to look forward to.

If you’re looking for some inspiration, check out our Facebook page! In the past, the Mango family have done everything including:

Drown a director day
Ice cream truck day
Fancy dress parties
S**t shirt day
Bake sale days
Bring your pet to work day
Pancake day
Sports day
And SO much more!

Work Parties so You Can All Let Your Hair Down Together!

Let’s be honest, work parties are great craic, and they‘re where we make some of the best memories throughout our entire careers.

Whether you go all out with awards, quizzes or tournaments – or prefer to keep it simple with dinner and drinks – a work party is the best way to bond with others and properly get to know the people you see everyday in a non-work-related setting.

Every year, Mango hosts a Summer party and a Christmas party company-wide. One of our firm favourites is a talent show where any act goes – so you can imagine the anticipation that builds and the laughs we have! We always share highlights across our social media platforms too, especially on TikTok, if you want to have a nosey.

(Keep your eyes peeled for our upcoming Summer party too…)

Create a Comfortable Setting

We know first-hand that making sure employee workspaces are fresh, clean and comfortable can have a significant impact on their wellbeing, performance and productivity.

Not only this, but an aesthetically pleasing office can spark a sense of pride amongst staff, meaning they will instantly feel proud to work there from the moment they start and all the way through their career.

At Mango, we offer lots of fantastic facilities to our staff, including:

Scenic backdrops
Pool table
Fancy coffee machine
Plenty of comfortable seating areas
Multiple fully kitted kitchens
Vending machines, stocked weekly
Outdoor space
Balcony space
Shower facilities
Lots of private meeting spaces
And much, much more!

If you want to see some sneak peeks of our building, check out our video tour!

Reward Them Regularly

Rewards really do go a long way when it comes to making employees feel valued, and then some!

For example, rewarding staff has the power to:

Increase productivity amongst employees
Contribute to a positive company culture
Promote a feel-good atmosphere across the workplace
Motivate staff to exceed their goals
Improve morale, especially if they are rolled out regularly and/or rewarded to teams
Boost recognition of hard work, especially if achievements are circulated internally and/or posted on social media

In fact, rewards (no matter how big or small) can increase feelings of inclusion by up to 38%!

At Mango, we see non-financial incentives as a multifaceted tool. We love nothing more than saying ‘thank you’ when handing over an Amazon voucher, or enjoying everyone’s company during a ‘Pizza Friday’. It all feeds into something so much bigger – something which we think is definitely worth the investment!

In a nutshell, work wellbeing is SO important, especially in these current times, and is 100% worth putting at the forefront of your strategy. For more helpful tips, check out the rest of our blog page.

5 Top Tips for Working in a Contact Centre

Posted on 21 March 202321 March 2023 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!

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.