Our Call Center Operations
  • Latest Blog Updates
  • Benefits Of Outsourcing For Startup Companies outsourcing_for_startups

    Today’s startup companies operate in a very exciting time. They have almost endless possibilities, with many technological tools working at instant speed, at their disposal. Even society’s perspectives on ways of doing business evolved. Half a century ago, the thought of an entrepreneur working with so

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  • What Employee Qualities are Call Centers Looking for? call_center_employment

    Your customer service is only as good as the caliber of the agents who provide it. As front liners, customer service employees serve as the human element of your company. Being in direct contact with clientele puts them in the position to not just offer solutions, but to empathize with customers and make the

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  • Benefits Of Booking A Flight Through A Call Center airport reservation

    A proven way to impress today’s airplane-flying customers is to provide a hassle-free and quick service, particularly in making flight reservations. Some companies in the travel services industry have already decided outsourcing this task to call centers and BPOs is a practical and effective alternative to hi

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  • What Impact Does Outsourcing Have On Your In-House Employees? outsourcing_services

    If your in-house employees have too much on their plates, then you need to consider outsourcing. It’s not about replacing your staff with an offshore team in a bid to widen profit margins. It’s about spreading out the work load and making office life more bearable for your in-house hires.Here’s what outsourcing service

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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.

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