Our Onboarding Process
Magellan Solutions' onboarding process focuses on six elements: clients' needs, customized processes, best-fit candidates, training, quality analysis, and an efficient call center working process.
Our comprehensive client onboarding checklist strives to give quality service on Day 1. Through meticulous methodology, we develop custom-fit solutions that will help you address some of your business barriers.
Magellan's Client Onboarding Process flow
We do each step with your best intentions in mind
1. Business Development
Our Business Development team will be in close communication with you (through phone or email) to know your specific needs and requirements. To get a 360-view of your business, calls usually take 70-90 minutes. Other call centers take 20-30 minutes. We got the extra mile to understand your business. Once done, all clients are introduced to Implementations Department.
2. Implementations
Unique to Magellan Solutions, the Implementations Department will interpret and determine the factors that will make your campaign successful.
Business development & implementations
1 WEEK
3. Pre-launch
Recruitment
Our recruitment team will look for candidates who meet your qualifications:
- â—Ź Agent level (Tier 1,2,3)
- â—Ź Industry Knowledge
- â—Ź Language/s Spoken
To make sure that we hire the best agents, our recruitment team hires twice (sometimes even three times) the number of your required staff. These candidates will then be filtered and ranked during the training period - giving you quality hires without additional cost. The perfect example of quality and quantity.Â
Training
Before training the new hires, our trainers undergo rigorous training and acquire certifications to make sure that they are effective in transferring all the necessary information about your business.
Through our comprehensive training programs, we will make sure that all agents acquire the know-how in handling the customer service or sales part of your businessÂ
- â—Ź Foundational skills training (FST) - it includes accent-reduction, grammar, customer service, customer-centric behavior, active listening, and role-playing
- â—Ź Product-specific training (PST) - focuses on the technical requirements of the campaign
We also conduct pre-training and post-training assessments to determine the skills level of an agent.
Quality Assurance Scorecard Development
We listen to your previous calls. After that, we will assess the areas that need improvement so we can apply them in the campaign.
IT, NOC Telecoms Integration
Our dedicated network operations center (NOC) Department will determine the bandwidth that your campaign requires to operate. They also make sure to have everything set up before going live - from PC to software.
Operations
Our hands-on Program Supervisors, team leaders, and implementations team will oversee the success of the onboarding of your campaign.
Recruitment
3 WEEKS
4. Go-live
Magellan's methodology focuses on setting expectations, monitoring, evaluation, and coaching.
We use various call center technology to enhance the efficiency of our agents.
5. Incubation Stage
During the incubation stage, we will test the effectiveness of your campaign.
- â—Ź Continuous monitoringÂ
- â—Ź Identification of gaps
- â—Ź Iteration of moving parts
- â—Ź Regular feedback sessions
- â—Ź Business reviews
6. Growth, Expansion, and Stability
Training, Quality assurance, IT integration
2 WEEKS
