Quality Assurance is A Vital Part of Magellan Solutions

Quality Assurance is a critical aspect in all we do at Magellan Solutions USA. It’s important to us, and it’s important to you. We will be more than happy to discuss with you agreements on the following, with respect to the service levels handled for your company by our agents:

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

Magellan employs the use of the Six Sigma(SM) method to continually improve a already-solid employee overall performance. Employee promotions are dependent on performance statistics, quality assurance evaluations, team effectiveness, values, and character. Magellan’s quality assurance specialists will conduct call barging – a type of monitoring that listens to a predetermined number of each agent’s calls, chosen at random, in an effort to monitor and rate those calls in full accordance with our standard checklist of high service criteria.

Agents will be graded on the basis of courteousness, politeness, and grammatical correctness in their conversations with callers.  Their performance will be recorded and discussed in periodic formal evaluations.

As a quality assurance redundancy check, in the terms of contact solutions, Magellan encourages the client to conduct their own call barges to hear firsthand how Magellan Solutions’ agents professionally and expertly handle customer calls.

OUR CURRENT CERTIFICATIONS:

Six Sigma Green Belt & TQM

(ISO) International Standards for Organizations 9001 & 27001 (2014 Certified)

(HIPAA) Health Insurance Portability and Accountability Act (2014 Compliant)

(BBB) Better Business Bureau (Accredited 2014 A- rating)

QA Videos:

How We Deal With Miss Handled Calls part 1

How We Deal With Miss Handled Calls Part 2