For the launch of a new formulation and its new packaging for one of their leading medicines, used in replacement therapy for the treatment of thyroid diseases and disorders, Merck opted to be proactive in ensuring they had the infrastructure in place to handle an increased wave of patient enquiries. When it came to decision time, tango was leading the way on price. Our flexible CRM tool – developed entirely in-house – pushed us over the line to be chosen as Merck’s outsourced contact centre. Said tool is not only tailored to cater for Merck’s extensive and complex FAQ, which dynamically pushes only the most relevant portions to on-call agents, but also boasts a robust back end to cater for the demanding data collection and reporting requirements of Merck’s regional offices. The beauty of it was how it was brought to life in close cooperation with the client to fully respond to their needs. tango today handles all enquiries, but always with the knowledge that any escalations can be routed to Merck’s medical experts immediately. This service is a great example of how leaders in two distinctly diverse fields can join together to deliver a seamless, unified service.

With the transition of digital terrestrial television broadcasting from DVB-T to DVB-T2 and the expected increase of incoming calls and enquiries from viewers, OiV decided to improve the quality of their customer service and reduce call-waiting times by engaging an external partner, tango. In addition to the best financial deal, tango also met the required level of expertise and technical competence.

The service will be available seven days a week during the DVB-T2 switch-on and DVB-T switch-off periods to help and guide viewers, providing for a seamless transition and ensuring viewers with the best digital terrestrial TV reception possible.

tango is also ready to assist viewers with technical questions regarding the fine tuning of their antenna systems, the reception of FM signals, and experimental DAB+ digital radio broadcasting.

If you are interested in joining tango’s international team, please send us your CV and letter of motivation (in English!) to jobtango.hr

During August 2018, experts from Cro Cert carried out both an off-site audit of our documentation and an extensive on-site audit of tango’s processes, lasting two days.

We’re happy to announce that we satisfied their strict criteria and have received certification for all three standards!

The project – implementing an Integrated Management System covering both Quality and Information Security in the provision of Customer Contact Centre and Voiceover services – began in Q3 2017 and was carried out with the constant support of our management and a dedicated team of internal auditors.

Achieving certification for all three standards in one fell swoop shows that tango’s investment of effort, resources, and dedication was indeed justified.

Furthermore, tango appears to be among the first Customer Contact Centres in Europe certified according to the new ISO 18295-1:2017.

That said, this is but a starting point for tango. We believe in ISO’s methodology, and aim to improve our performance on all fronts, year in year out.