What Is an Escalation Call?

Escalation Call Meaning : An escalation call in call center jobs is the process of forwarding a contact, to a supervisor or more proficient agent.

Purpose of Escalation in Call Centers

An escalation call can happen because the original agent didn't have the knowledge or adequate customer service skills to assist the customer or because the customer insisted on speaking with a senior authorizer.

When and Why Calls Are Escalated

The primary objective of call escalation is to ensure that more challenging problems receive specialized attention and expertise, leading to a prompt and effective resolution. Call center escalation occurs when customer issues surpass the capabilities of call center agents, requiring intervention from higher management.

Best Practices for Escalation Call Management

• Prioritize active listening 
   
• Empathetic communication
   
• Understand the customer's perspective
   
• Work collaboratively with specialized teams
   
• Timely resolution to ensure a positive customer experience

Read about the 10 important customer service best practices that every individual in this role should master.