Quality Assurance
  • Latest Blog Updates
  • 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 within your

    Read More
  • Why Live Phone Answering Is A Must In This “Instant” Driven World live phone answering

    Time is a luxury in the world we live in. Apps dedicated to packing your bags to sorting out your employees’ schedules are reflective of the need to get as much done in as little time as possible. The same rings true for your customers, all of whom are just as pressed for time as you are. The demands of day-to-day life call for efficiency. People are expected to maintain relationships, raise families, stay

    Read More
  • Why Customer Support Matters in the Age of E-commerce Print

    Customer support has a big impact on your bottom line – around 66 percent of U.S. customers are willing to pay more for good service, while a staggering 60 percent will abort a purchase or transaction if they receive poor service. The latter translates to losses of about $83 billion in lost sales for American retailers. The high cost of p

    Read More
  • 8 Reasons To Love Our Inbound Call Center Solutions call center in the Philippines

    As a small to medium-sized business owner, you might have already considered outsourcing inbound call center solutions at some point. As your customer base grows, your company will have to be in a position to handle more incoming

    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