Escalation Plan

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 67% of customers say poor escalation handling negatively affects their trust in a brand.

1. What is an escalation plan?

An escalation plan is a predefined strategy for handling unresolved issues by routing them to higher authority levels. It outlines triggers, timelines, roles, and communication steps to ensure timely resolution of critical problems.

2. What is an escalation process?

An escalation process is the step-by-step procedure used to raise unresolved or time-sensitive issues through organizational layers. It includes criteria for escalation, decision trees, timelines, and assigned responsibilities.

3. What are the 4 levels of escalation?

The four levels of escalation typically include:

1. Level 1: Frontline support or initial responder
2. Level 2: Subject matter expert or specialist
3. Level 3: Team lead or functional manager
4. Level 4: Executive management or crisis response team
   

Each level handles increasing complexity and urgency.

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