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Contact Centre Outsourcing: Why We’re Better Than Offshore 

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!