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Call escalation

Call escalation is a process implemented to solve a customer’s complaint or issue outside an agent’s scope of authority and requires a supervisor or a manager's intervention.
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What is call escalation?

Call escalation (sometimes called a supervisor escalation) is when a customer’s query falls outside an agent’s scope of authority or ability and requires a supervisor or a manager's intervention.

It is measured as the escalation rate and calculated as the percentage of total calls transferred to a supervisor.

Why do call escalations occur?

  1. Agent experience: New on the job agents are still understanding their jurisdiction while resolving customer issues.
  1. Lack of agent resources: Few queries might require an agent to access particular information that is otherwise unavailable to them.

  2. Customer sentiment: An outraged customer seldom listens to an agent’s assurances. Agents must hence be trained in how to handle an escalation call when a customer threatens and use a supervisor’s intervention instead.

  3. Improper agent training: Rushed training most often leads to clueless agents on the floor, leaving room for escalations.

  4. Nature of interaction: An agent’s conversational skills contributes towards a caller’s sentiments. A rude, overworked, or an unapologetic agent could compel customers to call for an escalation.

  5. Operational inefficiency: High on-hold time or no concrete resolution due to inefficiencies in contact center operations usually lead to call escalations.

How can contact centers reduce call escalations?

  1. Contact center AI: Specially designed softwares using AI can scrub 100% of a contact center’s calls to intelligently identify reasons for escalations. Using this data, companies can accordingly work towards improving operations or training agents.

  2. Internal Knowledge Base (IKB): An IKB is an end-to-end FAQ pool for agents to quickly access and find answers to any queries.

  3. Focus on first call resolution (FCR): By coaching agents on achieving better FCR results, contact centers can easily bring down call escalations.

  4. Training programs: Managers can create high-impact training programs for agents by incorporating data from previously escalated calls.