Category: Mango

Contact Centre Outsourcing: Why We’re Better Than Offshore 

Posted on by Mango
Contact centre outsourcing / offshore blog post featured image

Contact Centres are an invaluable asset, and have been for over three decades! Our team have been there from the start, so we’ve seen first-hand how much the industry has grown and advanced. 

With the rise of social media and technology innovations; it’s safe to say that Contact Centres are ever-evolving, and more appealing than ever to companies and charities that want to better cater for their growing audiences. 

If you’re considering outsourcing to a Contact Centre, then it helps to do some research and know what’s available to you. One big decision is choosing between Contact Centres closer to home, or those further afield.  

In this blog, we’ll dive deep into the differences between opting for an outsourcer like Mango, versus an offshore alternative. So, let’s get into it! 

Why Outsource to a Contact Centre? 

Contact Centre outsourcing means partnering with a third-party who will handle some or all of your telemarketing operations.  

But it doesn’t just stop at telephony. The key reason we call ourselves a ‘Contact Centre’ over a ‘Call Centre’ is because it better reflects the vast range of services we offer, such as email management, live chat, fulfilment and more. 

Hiring a Contact Centre comes with many benefits, as it can help both corporates and charities with: 

  • Mitigating risks 
  • Leveraging extensive experience 
  • Saving time 
  • Meeting demand 
  • Reducing costs 
  • Boosting loyalty 
  • Increasing sales and satisfaction 
  • Generating leads 
  • Improving efficiency 

All 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 customer/supporter retention and a good reputation. 

With all these reasons in mind, the next step is finding a Contact Centre that’s right for you. But first, a little background on what we mean by ‘offshore’… 

What is Offshore Outsourcing? 

Offshore outsourcing is when an organisation transfers its calls overseas. 

In the 1990s, this was a big trend because it was always associated with cheaper costs. Locations in India, the Philippines and South Africa marketed themselves as go-to offshore Call Centre destinations. 

While offshore Contact Centres were a mainstream option in the earlier days – there has since been a steady stream of organisations returning their operations to the UK.  

Why? Because going offshore comes with inevitable and extensive challenges.  

With today’s world having more channels to voice their experiences and opinions, we have seen common issues arise when it comes to offshore solutions, with the main ones being: difficulties with language barriers, time zone differences, lack of trust and transparency. 

While an offshore Contact Centre might be tempting – be rest assured that you can avoid all these concerns and get all the perks of a Contact Centre based in the UK/Ireland (and then some!) at a truly competitive price.  

contact centre outsourcing - group of people in a meeting in boardroom

The Benefits of Outsourcing to Mango vs Offshore 

At Mango, we have uniquely positioned ourselves as pioneers in full-service telemarketing across the UK, Ireland and internationally. 

We might have used a bold statement to say we are better than offshore, but here’s all the reasons why we firmly believe this is true…

We Are Cost-Effective 

We know offshore Call Centre pricing has been a big hook in encouraging UK/Ireland organisations to make the move. The truth is, you can enjoy high quality services without breaking the bank! 

At Mango, we pride ourselves on our fantastic service level achievements. We want this to be accessible to businesses and organisations of all sizes, and have worked with every kind from small to big over the years. 

As such, our costing model is unique in that you can surpass your goals at an affordable price.  

We Are 24/7/365 

No need to seek help from Contact Centres based in different time zones. No matter what time you open/close, we are always on-hand to help. 

Being 24/7/365, we can extend operations on your behalf so you can remain connected to your audience and never miss an opportunity again. Our out of hours call handling service is also scalable, so we can be flexible to meet demand and your goals. 

Plus, every Mango client has a dedicated Account Manager who is easily accessible to you as and when you need them to ensure a truly seamless campaign. 

Mango contact centre - staff smiling looking at computer - IT team

We’re Only a Stone’s Throw Away 

Based in the beautiful seafront city of Bangor, Northern Ireland, we are only a 20-minute drive from Belfast City Airport, and 30 minutes from Belfast City Centre. 

To be honest – with only being an hour plane journey from London – you would be quicker getting to us than if you were driving from one end of London to the other! 

Perfectly situated, we cater to many clients in Ireland, Mainland UK and beyond.  

Fancy a visit? Just let us know and we’ll be more than happy to welcome you! 

We Provide End-to-End Telemarketing Solutions 

As we alluded to earlier in this blog, we are a full-service telemarketing bureau.  

Whether you’re looking for a standalone service or a mix, we can create bespoke packages so you can be as accessible as possible to your audience. 

Whether you need help with other services such as email management, live chat, fulfilment, SMS/PSMS or social media – we do it all! 

mango direct marketing boardroom, orange mugs and notebooks, bottles of water, contact centre outsourcing meeting

We Are Experienced 

As Mango approaches its 15th anniversary, it’s safe to say we are highly experienced, with our senior management team having 100+ years combined experience in the telemarketing industry! 

This experience spans beyond management. The beating heart of our Contact Centre is our advisors, so investing in them and their development is our tip top priority.  

We ensure from the moment staff start at Mango that they are excellently trained and that this is maintained. We understand that everyone learns in different ways, so we tailor our approach to meet the needs of everyone who joins the Mango family. 

It’s thanks to this, that we have been able to boast fantastic attrition rates, especially compared to offshore Contact Centres. We’ve also been able to rapidly expand, with a brand-new building and state-of-the-art training suite underway and coming VERY soon! Watch this space! 

We Are Engaging and Empathetic 

Rapport building is at the core of our practice. Our advisors not only hear what the caller is saying, but they feel it too.  

We like to provide experiences as well as services, and this can only be achieved through encouraging personalities to shine and natural conversations to flow. 

With offshore, there’s no guarantee that your audience will feel engaged or receive first-class treatment on every call. With Mango, we believe excellence should be what you expect, not what you pay extra for.  

Talk To Mango 

We understand that moving your operations to a telemarketing agency is a big decision, with lots to consider.  

At Mango, we are a team of innovative, ethical professionals with a wealth of telemarketing experience in all its aspects. There’s not a lot we can’t answer, so if you would like to discuss Contact Centre outsourcing with us, please feel free to get in touch today! 

Rapport Building Techniques That Will Boost Your Call Quality 

Posted on by Mango

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

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

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

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

Why is Rapport Building Important on Calls? 

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

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

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

We LOVE this quote from Call Centre Helper:  

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

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

Our Top Tips to Build Rapport 

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

Ask The Caller How They Are 

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

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

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

Make a Point of Using Their Name 

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

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

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

Show You Are Listening 

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

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

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

Think From Their Point of View 

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

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

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

Ask to Call Listen 

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

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

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

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

Every Interaction is Important at Mango 

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

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

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

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

The Benefits of a Live Chat Service

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

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

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

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

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

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

Having a Live Chat Service: Top 4 Benefits 

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

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

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

It Meets the Needs of Your Customers 

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

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

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

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

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

It Gives You a Competitive Edge 

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

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

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

It Builds Stronger Brand-Customer Bonds 

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

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

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

It Reduces Escalations 

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

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

How Can I Get Started With Live Chat? 

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

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

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

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

4 Ways Businesses Can Support Charities 

Posted on 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: 

4 Benefits of a 24/7 Contact Centre 

Posted on by Mango

There’s no denying that people love efficiency.  

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

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

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

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

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

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

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

24/7 contact centre point 1

1. You’re Always Available 

Being always available proves a lot to your customers. 

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

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

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

2. You Receive a Team Tailored to Your Business

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

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

3. Creates Positive Relationships

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

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

4. You Never Miss an Opportunity 

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

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

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

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

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

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

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

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

Work Wellbeing: Changing Your Employees From Staff to Family

Posted on by Mango
work wellbeing blog featured image

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. 

Mango’s Top Social Media Platforms 

Posted on by Mango

Social media has rapidly become a firm favourite across all generations. It doesn’t matter if you’re 18 or 80 – watching one TikTok video is enough to get you hooked for hours on end! 

With so many platforms now available, all of which are rich with entertainment and information – it’s no wonder why we find ourselves drawn to them for different reasons.  

At Mango Direct Marketing, we’re a sociable bunch. So much so, we thought it would only be fitting to write a blog about the world’s top social media platforms. We’ll dive deep into each, covering what we love about them, what we don’t love so much about them, and everything in between!  

What Are The Top Social Media Platforms?  

Social media has a solution for everything. Want to network for professional purposes? There’s LinkedIn. Want to watch videos to pass the time? There’s YouTube. Looking for inspiration for your next personal or professional project? There’s Pinterest. 

With too many to count, we’ve rounded up our top contenders, so here they are! 

Facebook 

We know many of you will be familiar with Facebook, especially considering its the most popular social media platform with 2.9 billion monthly active users! But are you using it right to meet your goals? 

The reason it’s so popular is because Facebook makes it simple to share photos/videos, exchange messages and post updates (to name just a few!).  

We love using it to support not only our brand, but our clients’ too, because: 

  • Organisations can reach more people than any other platform 
  • It’s a great place to engage your audience, including staff and stakeholders 
  • You can showcase your brand’s personality 
  • Other people can easily find you and make contact 
  • It acts as an extension of your website 
  • It lends itself well to posting a good mix of content e.g. images, short/long videos, polls, stories etc.  

One hang-up we have about Facebook is that because there are so many users, it can be hard to reach the exact groups you want without paying for a targeted ad. But using ads isn’t always a bad thing – it can be really beneficial for expanding your reach and raising brand awareness, especially if you start locally. Another top tip of ours is ensuring you do audience research, use key hashtags and create varied content, as this will help you stand out from the crowd! 

On Mango’s Facebook, you can expect everything including staff profiles and achievements, recruitment announcements, service spotlights and snippets of our work culture! 

LinkedIn 

LinkedIn has 250 million monthly average users. A lot less than Facebook, but that doesn’t mean it’s not effective!  

It’s hard to believe how much the platform has evolved over the years. It’s gone from being a simple job search engine and resume site into a professional hub where industry experts share content, network with others and build their brand.  

We see LinkedIn as a powerful tool that has the potential to unlock lots of great opportunities when it comes to prospective stakeholders and staff! Here’s a couple of other reasons why we think it’s great: 

  • You can keep up-to-date with industry news 
  • Makes it easy to research relevant competitors and trending topics 
  • It can help with Google rankings 
  • You can expand your contacts with a click of a button 

The main thing to be aware of when it comes to LinkedIn is the fact that if you want to make the most of the platform, you have to play the long-game. By investing time and effort into your profile, this will help you build credibility before you start seeing results. We recommend making genuine connections with people you already know in your industry, such as employees, stakeholders and colleagues. You can also connect with other relevant organisations that would be good to collaborate with in the future. Doing this will help to build your audience and engagement the more you connect and post. 

On our LinkedIn profile, we use it to celebrate staff performances, welcome new starts, post company updates and highlight our services – check it out! 

Instagram 

We see Instagram as the fun-loving sibling of Facebook. As they both belong to the Metaverse, they share a lot of similar qualities. However, Instagram is a lot more visually-focused and appealing out of the two. 

Instagram has 2 billion monthly average users, with its popularity proving stronger every year as a result of regular updates that make it more and more scrollable. 

We love Instagram because of its versatility. The way it presents content in a snapshot, grid-like form means people can get an idea of what you have to offer straightaway – something which we think is a huge selling point when trying to attract new followers. 

Instagram is famous for putting its own spin on other features, such as Stories (24-hour-only highlights inspired by Snapchat), IGTV (long-form videos inspired by YouTube) and Reels (short-form videos inspired by TikTok). Because of this, it has positioned itself as a central spot for varied content. 

The main challenge with Instagram is its ever-changing algorithm, which can make it more difficult to push your content out into the world. But with the right content plan, you can overcome this common problem. We advise using a mix of Instagram’s vast features, with a focus on harnessing the power of video, hashtags and high quality photos, as these will be what separate you from the rest! Another handy tactic is competitions and giveaways, as these always ramp up likes and shares, helping you get seen from further afield. 

When you look at our Instagram account, you’ll see we cover everything from funny Reels to funky infographics, tap the link to have a scroll! 

TikTok 

In this day and age, who doesn’t love TikTok? With 1 billion monthly average users, it has become a staple app on phones across the globe.  

For us, it’s the latest addition to our social media remit, and is by far the most fun! We post regularly, and our staff are always game to take part which makes it even more enjoyable for everyone! 

From its crazily accurate algorithm to its bitesize bundles of entertainment, TikTok can be used by organisations to provide unique insights and establish strong bonds. 

We love TikTok for its never-ending challenges and opportunities to get staff involved in the laugh. We think it’s such a great way to show our fun side, plus it works a treat for morale and gives everyone something to look forward to seeing! 

One of the key downsides to TikTok is the unpredictability of how well content will perform. We find that it all comes down to using the right hashtags to make sure your videos are seen by relevant users! Also, using hashtags that refer to the ‘For You’ page such as ‘#fyp’, ‘#fypage’, ‘#foryoupage’ will help boost your reach. 

A local homeware company based near Mango, Wardens of Newtownards, shot to fame on TikTok (they now have 183.5K followers) through simply embracing their staffs’ personalities, capturing the attention and hearts of users across the country and beyond! The main thing is if you enjoy doing it, others will enjoy watching it! 

Over on Mango’s TikTok, we’ve experimented with a few of the below ideas, with the others on our radar to do in the near future! 

Mango’s Social Media Services 

As we said before, social media is close to our hearts here at Mango…  

On top of our many other services, we provide a 360 social media management service which allows us to connect with people from all over the world. 

Whether it’s social media tools like Facebook, Twitter, Instagram or feedback websites like Trust Pilot, OpinionLab, Reevoo and Feefo – we can help by responding to queries, answering questions, providing updates and more. 

Why would an organisation need social media management services? Well, these days people expect fast responses, so having social media as a reliable, convenient communication tool is essential to keep relations strong. 

Mango’s social media management service includes everything you need to connect with your audience. Here’s a few examples of what we can do for you: 

  • Integrate with your own inhouse apps or platforms 
  • Gain admin access for your channels in order to manage private messages and posts 
  • Create templated responses 
  • Familiarise ourselves with your terminology e.g. what language to use and not to use 
  • Implement an Escalation Procedure to resolve issues promptly 

Social media is a tough gig for organisations of any size to manage. So, if you need a helping hand with this, all you have to do is talk to Mango! Get in touch and we’ll be happy to have a chat with you.  

5 Top Tips for Working in a Contact Centre 

Posted on by Mango

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

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

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

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

Working in a Contact Centre: Mango’s Top Tips 

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

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

Just be Yourself 

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

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

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

Be Patient With Yourself and Others 

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

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

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

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

There’s No Pressure to Remember Everything 

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

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

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

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

If You Need Help, Just Ask 

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

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

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

A snippet of Mango’s culture…

Get Involved 

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

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

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

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

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

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

Welcome to Mango Direct Marketing’s Brand-New Blog! 

Posted on by Mango

Welcome to Mango Direct Marketing’s brand-spanking-new blog. We hope you’re as excited as we are! 

We know you may have a few questions that sound a bit like: ‘who are Mango?’, ‘what are they going to post?’, ‘when are they going to post?’ – don’t worry! In this blog, we’ll answer all of those, and then some.  

But first, it wouldn’t be a debut blog post without a formal introduction…so, let’s get to know each other!

Who are Mango Direct Marketing?

To put it simply: Mango Direct Marketing is a fun-loving Contact Centre based in the newly-named city of Bangor in County Down, Northern Ireland.  

‘What is a Contact Centre?’ we hear you ask. A Contact Centre consists of experienced specialists who cover a wide range of communications services. At Mango, we offer everything including inbound/outbound calls, support services, live chat, SMS, email management, social media monitoring and much, much more! 

But one thing’s for sure – Mango is not your average Contact Centre. With an ethical approach at the heart of what we do, things are done differently here to achieve excellent results. Not just for our clients – but our team too. 

To put it into perspective, here’s a 30-second snapshot of how we do things here at Mango: 

Where It All Began 

So, how did it all start out? Mango Direct Marketing was founded in 2008 as a telemarketing bureau by Susan and Stuart Lally. To this day, the company is still family owned and managed with this close-knit feel at the heart of Mango’s operations. 

Fast-forward to many business wins and building extensions…we have now rapidly grown to employ over 200 staff members, becoming Northern Ireland’s largest independently owned Contact Centre!  

What You Can Expect From Mango 

Without boasting – you can expect only good things from us. We are people-focused, meaning our staff and customers are always our tip top priority. It may be a big statement, but here’s the proof: 

Incredible Work Culture 

We pride ourselves on our unparalleled company culture and good ole Northern Irish craic!  

This is reflected in everything we do. From the attitude of our staff, the facilities we offer and the events we put on – we want to make sure everyone who visits, whether it be short-term or long-term, feels welcome and like they’re part of the Mango family.  

And what’s more – we throw a LEGENDARY staff party! The photos on Facebook say it all… 

Check out the rest of our social channels, we’re always showing off what we’re up to – whether we’re simply playing a game of pool, or hosting a company-wide talent show! 

Just a couple of ways the Mango team love to have fun! 

Extensive Services 

At Mango Direct Marketing, we offer ‘the full works’. Whether you’re interested in working with us, or for us, you’ll be sure to have plenty of choice. 

Here’s just a handful of the many, many services we specialise in: 

  • Sales
  • Customer services
  • Supporter services
  • Fundraising
  • Response handling
  • Email management
  • Live chat
  • Fulfilment
  • SMS/PSMS
  • Social media
  • Telephony management 

While this may look like a lot for one company to manage – we can assure you that at Mango, each of these are our passions. Our teams are always engaged, with this mindset spanning across all the sectors we work in. 

CEO Stuart Lally, Managing Director Gavin Martin and the office dog, Mouse! 

Ethical Approach 

How are we ethical? Well, our managerial leaders exist to inspire, motivate and nurture their teams, rather than the opposite. We understand that a happy team means a happy workplace – and it’s what we base our core principles on. See – it’s in our official company name for a reason! 

We’re extremely proud to be able to say that most managerial promotions have been awarded from within. Our progression route is not only accessible with hard work, but also eagerly encouraged and supported by everyone on all levels. 

We believe that being ethically minded works in a positive cycle. If your team is valued, then the work they do speaks volumes. Higher morale leads to greater productivity. Our clients recognise this and definitely reap many rewards because of it! 

What We’ll Cover 

Our blog will be updated every other week, covering everything from industry insights to staff profiles, company updates to top tips. Each time we will post on social media to announce when the blog is up so you’ll never miss out! 

So that’s a bit about us, let’s hear from you! Get in touch and we’ll be happy to have a chat. We do talk for a living after all! 

To learn more about Mango Direct Marketing, check out the rest of our website. 

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

Posted on by Mango

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

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

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

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

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

Inbound Vs Outbound: What is The Difference? 

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

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

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

Inbound Calls 

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

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

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

Outbound Calls 

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

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

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

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

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

It’s More Than Just a Call 

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

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

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

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

Do You Need Both Inbound and Outbound Calls? 

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

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

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

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

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