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Glossary

What is Escalation Plan?

Escalation plan is a set of procedures that helps in dealing with potential problem in a variety of contexts. Escalation is the procedure of diminishing the level of tension and stress in a call center. This technique is used for controlling unexpected pressure and stress on call center outsourcing agents.

Outsource call center services implements escalation procedure after an immense pressure hits the threshold. An escalation management system allows an organization to identify, track, monitor and manage situations that require increased awareness and swift action.

While implementing an escalation plan, call center in India must keep two things in mind— if risk is identified during the project or within a phase or stage of the project, do not move until the risk is mitigated and resolved. The service providers should work in collaboration to ease out the problem. The professionals should work in teams, and the entire team must be informed if any risk is discovered. The management should keep a track of problems, issues resolved, and the priority of each issue. Escalation procedure ensures best interests of both client and customer and strives to keep customers happy and satisfied.

In addition, the agents should be trained on a routine basis and should be made aware of the shortcomings that they might face while interacting with customers. The executives should be made aware of the tips and tactics that they should use while communicating with consumers and resolving their queries


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