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Glossary

What is Escalated Calls?

Escalated calls are customer calls that are transferred from a junior agent to a senior agent on the request of the customer. This scenario occurs when a customer is not satisfied with the services offered by a call center agent, and demands the call to be escalated to someone at a higher level within the company, so as to get his issues resolved effectively. All Call centers outsourcing service providers have specialized senior resources to effectively handle customer calls and resolve their query during escalation. For instance, a call center executive might not have adequate knowledge to resolve all kinds of issues raised by consumer. This kind of a call then gets escalated to senior management for resolution of customer query. Escalations should be taken seriously, and call center executives should cordially handle the customers’ calls and their problems, or else they may lose that potential customer.

Help desk outsourcing companies are formulating effective strategies and methods to reduce escalated calls. According to a survey, it has been revealed that customers escalate calls owing to the lack of knowledge and confidence of an agent. These are a few reasons, owing to which a customer demands escalation or transfer of calls to senior level authorities in a company.

Service providers must encourage agents to meticulously listen to the queries communicated by the consumer before answering and providing a resolution. If agents are not aware of the solution, then instead of giving wrong answers, they must seek help of their seniors. In addition, service providers should implement some effective methods to impress their customers, like offering gift vouchers or discounts. Happy and satisfied customers will continue to patronage the business.

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