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?
- Agent experience: New on the job agents are still understanding their jurisdiction while resolving customer issues.
- Lack of agent resources: Few queries might require an agent to access particular information that is otherwise unavailable to them.
- 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.
- Improper agent training: Rushed training most often leads to clueless agents on the floor, leaving room for escalations.
- 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.
- 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?
- 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.
- Internal Knowledge Base (IKB): An IKB is an end-to-end FAQ pool for agents to quickly access and find answers to any queries.
- Focus on first call resolution (FCR): By coaching agents on achieving better FCR results, contact centers can easily bring down call escalations.
- Training programs: Managers can create high-impact training programs for agents by incorporating data from previously escalated calls.