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.

On 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:

• Monitoring random agent recordings, doing live call barging, assessing e-mails or webchat; and
• 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.