Escalation in contact centers involves forwarding a customer to a more skilled agent when the initial agent cannot resolve the issue. When customers are dissatisfied with the first agent's limited ability to help, they may insist on speaking to a supervisor. To de-escalate calls, agents should offer solutions from available resources and escalate to supervisors if unable to assist. Recording calls allows monitoring agent performance and training.

1. Tips to
Handle
Escalations in
Contact
Centres

2. Escalation is a
process of
forwarding the
contact details of a
customer to a more
skilled or
experienced agent

3. When customers
are not satisfied
with the solution
due to an agent's
limited knowledge
or inability to solve
the query, they
insist on speaking
with the supervisor

4. In simpler terms,
escalation happens
when an agent is
unable or
unauthorised to
assist the issue of
the customer

5. Let's understand how agents
can handle escalation in
contact centres

6. This feature allows you to save all
the inbound and outbound calls in
your contact centre. You can use
these recordings to monitor agent
performances from anywhere
around the globe.
Additionally, you can train new
recruits, ensure employees follow
the company’s protocols and deliver
seamless customer experiences
#1 Call recording

7. The call whispering feature allows
you to whisper tips and pointers to
an agent without interrupting the
customers.
Real-time coaching helps to
improve the sales and support skills
of agents
#2 Call whispering

8. Sometimes an agent is unable to
handle a call which gives a negative
impression of your customer
service. It may also anger the
customer leading them to
disconnect the call.
In such a scenario, the manager or a
more experienced agent can
intercede the ongoing
conversations and work towards
resolving the issue
#3 Call barge

9. An apology goes a long way in
building a long-lasting relationship.
Acknowledge your customer's
dissatisfaction and apologise to
encourage empathy and
demonstrate compassion
#4 Apologise

10. Listen to your customers without
interrupting them.
It will help agents understand
customer's issues effectively and
achieve their goals
#5 Listen

11. Try to offer support and solution to
a customer's problem from the
company's knowledge base.
And if that doesn't work, then
escalate the call to your supervisor
#6 Offer a solution

12. Overall, contact centre agents should offer
solutions to customer problems.
If agents are unable to assist the customer,
they should transfer the call to their
superiors to de-escalate the call

13. Acefone delivers a cloud-based
communication service that
ensures the total security of your
business data
It offers fantastic features that can
help you to track, monitor, and
de-escalate calls to enhance the
customer experience
Visit: www.acefone.com/uk/
Call us: 0800-084-3663 (UK)
1888-859-0450 (US)
About Acefone

14. Check out some other slideshares
Connect with us