Our Call Center Operations
  • Latest Blog Updates
  • 8 Hurdles SMEs Face and How Outsourcing Can Help sme outsourcing

    Every business has its own share of challenges and opportunities for growth. SMEs, just like any other business, needs to be very strategic with the use of their resources. But unlike other businesses, SMEs face a set of challenges that are unique to their kind. With the help of business strategies and

    Read More
  • Outsourcing vs Hiring In-House Staff outsourcing benefits

      You and your competitors have probably wondered about the same thing: when it comes to certain tasks and business functions, should you outsource or hire your own employees? With all the reported benefits of outsourcing, many startup entrepreneurs and established comp

    Read More
  • How to Totally Outsource the Call Center Needs of Your Startup outsourcing for startups

    Outsourcing is known to reduce costs, and cost savings count the most for startups, which run on seed money. Regardless of how much funding you have to work with, a bit of prudence won’t hurt -- so consider outsourcing voice services to a call center that can get the job done at a fraction of the price

    Read More
  • 6 reasons why outsourcing a call center can work for your business outsourcing call center

    New to outsourcing? Still wondering if it’s the next step for your business? Here are 7 reasons why outsourcing a call center can work for your business. 1. It increases efficiencies

    Read More

Call Center Operations

Magellan implements a continuous improvement methodology focused on setting expectations, monitoring, evaluation and coaching.  Central to this process will be the role of team leaders, who will supervise a group of agents, assigned to specific program or campaign.  Shift supervisors continuously monitor campaign/program metrics, and relay summary report to the Team Leaders.


Magellan Team LeadersMonitoring random agent recordings, doing live call barging, assessing e-mails or webchat; andOn the other hand, the team leaders will continuously monitor agent performance metrics and do appropriate measures to improve on each concern. Team leaders’ responsibilities include:

  • Motivating their respective teams, by means of various group bonding activities and/or incentive programs.

Magellan’s technological infrastructure includes a customer relationship management (CRM) system that would accurately, effectively and efficiently monitor and interpret a broad range of performance metrics directly or indirectly related to achieving customer service quality targets and other objectives. Magellan’s management/supervisory team will closely monitor and apply these metrics to continuously improve the performance of each call center agent.

This is a unique website which will require a more modern browser to work!

Please upgrade today!

Web Statistics