Quality Assurance
  • Latest Blog Updates
  • 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

    Read More
  • 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

    Read More
  • Questions You Should Ask Before Outsourcing Your Services outsourcing services

    Outsourcing is no longer optional. It has become a necessity in an increasingly competitive business landscape. Doing so can give you an edge over your larger and more established competitors. US companies hired over 14 million offshore employees in 2013 alone - testament to outsourcing’s role in g

    Read More
  • Reasons To Choose Philippine Call Center Services Optimized-philippines call center services

    It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are s

    Read More

Quality Assurance

With respect to service levels, discussion with clients on the agreement for the following:

Specific metrics for Magellan’s agents, which will vary depending on the type and complexity of the work to be performed;
Time frames for achievement, which also will vary depending on the type and complexity of the work to be performed; and
Corrective and remedial measures, including service credits, to be implemented in the event of unachieved targets.

Magellan is currently incorporating the Six Sigma methods to improve employee overall performance. Employee promotions will be dependent on performance statistics, quality assurance evaluations, team effectiveness, values and character. Magellan’s quality assurance specialists will conduct call barging – listening to a predetermined number of each agent’s calls, chosen at random, in an effort to monitor and rate those calls in accordance with a standard checklist of service criteria. Agents will be graded on the basis of whether they are courteous, polite and grammatically correct in their conversations with callers, and their performance will be recorded and discussed in periodic, formal evaluations.

As a quality assurance backstop, in the contact solutions context, Magellan Solutions will encourage the client to conduct its own call barges to hear firsthand how Magellan Solutions’ agents handle customer calls.

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

Please upgrade today!

Web Statistics