Ensuring effective escalation in the contact centre environment can be one of the trickiest processes to manage, and business critical calls some of the hardest to handle.
At point of connection, caller’s nerves are often frayed and seeking the analgesic effect of a trustworthy brand representative to assure, and ensure swift remedial action.
Having professional staff and well thought out procedures in place can mean the difference between an expertly handled situation and a nightmare that leads your customers straight to your competitors’ door.
Best practice for escalation procedures
- Ensure your triaging processes are seamless. Can the issue wait until next day or does it require an urgent response?
- Escalation processes should be documented down to the finest point possible and agreed, in writing, by all relevant stakeholders. These processes should be reviewed regularly to ensure they are working in the best interests of the client and customer.
- Ensure times taken from call receipt to resolution are satisfactory and that margin for error is reduced wherever possible.
- Escalation should be offered in as many appropriate channels as possible including emails, SMS, social media and telephone. The hours agents are available to take calls, answer emails or social media enquiries should be clearly stated and response times outlined, if appropriate.
- Processes should guide the call handler to capture all relevant information to allow follow-up staff to be able to respond effectively and efficiently.
- Collaboration between parties using the ticketing system must be seamless to allow for CRM and database updates as calls are taken. Contingency plans need to be in place in case of system issues.
Best practice for call handlers
- Call handlers should never make false promises or fail to manage customer expectations. Negative outcomes are far more likely when a customer has been given false hope or instruction. Customers rarely respond positively when dealing with the unexpected.
- Call handlers should never make false promises or fail to manage customer expectations. Negative outcomes are far more likely when a customer has been given false hope or instruction. Customers rarely respond positively when dealing with the unexpected.
- The call handler should not get too involved – too much information can negatively affect the resolution process. They should capture essential information only and inform caller of procedures and what to expect next. They must not speculate on technical issues that are beyond their remit and should be left to a technician or similar.
- Agents should remain calm and composed and ensure they listen to the entirety of the caller’s issue. A small detail can provide vital information about how to resolve the case.
Remember, the main objective is to keep the customer happy and satisfied with the service. Keep that in mind and ensure your processes are agile and progressive, then you shouldn’t go wrong.
