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Glossary

What is Escalation Protocol?

An escalation protocol is a set of methods that help in dealing with potential problems. This method is implemented when unexpected strain or level of stress on service providers increase. The tension can be in the form of a disaster or an increase in the call volume. This protocol is put into effect when the level of stress reaches threshold.

Escalation protocols are highly critical for the call center outsourcing industry. Without a clearly defined escalation matrix, call center service providers will not be able to deliver efficient services to their customers. An escalation matrix clearly assigns duties and responsibilities to various rank and file in the organization in the events of a client escalation. It fixes accountability which is an important element for the effective functioning of an organization.

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BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

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Blogs

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Cloud-based call centers are the next generation. Heard this before? Well, yes! Cloud-based call centers are truly the upcoming future. Cloud is a network-based service where a service provider own....

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Is it good to Outsource Inbound Customer Service?

Outsourcing customer support is common for every business nowadays. Companies want to outsource their call center service to enhance productivity, efficiency, and to boost revenue. Many businesses fee....

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