Escalation Management

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‍Did you know? 73% of customers say timely issue resolution is the most important part of good service.

1. What is Escalation Management?

Escalation Management is the structured process of handling issues that cannot be resolved at the first level of support. It ensures critical problems are routed to higher expertise or authority, reducing delays and improving customer satisfaction.

2. What are the three types of escalation?

The three types of escalation are:

1. Functional Escalation – transferring an issue to a specialized team or expert.
2. Hierarchical Escalation – raising the issue to higher management levels.
3. Automatic/Time-based Escalation – system-triggered escalation when SLAs are breached.
   

3. What does escalation managers do?

An Escalation Manager oversees the handling of critical issues. Their role includes:

• Monitoring unresolved cases
• Coordinating across teams
• Ensuring SLAs are met
• Communicating updates to stakeholders
• Driving resolution strategies to minimize customer impact

Learn how coaching, real-time alerts, and AI-driven insights reduce escalations and improve agent response