What Is an Escalation Call?

Escalation Call is a customer support interaction that is passed from a call center representative to a higher-level/senior representative. The main goal of an escalation call is to resolve issues effectively, retain customer trust, and create a positive customer experience.

Below are some of the most common types of escalations -

• Functional Escalation – Initiated when an agent/representative needs assistance from a specialized department to resolve the issue.
   
• Hierarchical Escalation – Initiated when the customer’s problem cannot resolve at the agent level due to policy restrictions/or legal constraints.
   
• Automated Escalation - Initiated by SLA monitoring tools that automatically escalate cases and alert stakeholders when deadlines are missed or are at risk.

Best Practices for Escalation Call Management

Here are a few keyways to manage escalation calls effectively:

• Be professional and stay calm
   
• Identify the issue thoroughly and gather all information.
   
• Be clear about the objective and plan the next steps.
   
• Give proper training and resources to customer service agents.
   
• Stay solution-focused and ensure proper closure..  

Professionals in call center jobs are vital for handling escalation calls, enabling call center agents/customer service representatives to remain composed, communicate effectively, and guide customers toward a positive resolution.