Multi Tiered Escalation

You can escalate a support request at any time either by speaking directly with a floor supervisor, technician assigned or by requesting to speak with a Duty Manager/ Regional Escalation Manager.
The Effective handling of escalated calls and good service recovery are, for many call centers, the very best opportunity to demonstrate to customers that you want to resolve their call and you really care about their concerns. Based on the fact that escalation Customer Service Representative (CSR) are, in many cases, the last resort for a customer to have their call resolved, it is essential that the call center call escalation practices achieve high-levels of call resolution, preferably on the first call.