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Glossary

What is Escalated Calls?

Escalation Call Meaning:

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 center outsourcing service providers have specialized senior resources to effectively handle customer calls and resolve their query during escalation calls. 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 calls 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.

Here are a few ways in which you can handle escalated calls in your call center:

Understand the issue

When taking care of escalation calls, it is imperative that you get all the details pertaining to the call. Encourage your team to present the issue in a clear, objective manner. Once this is done, understand the issue, its impact on the customer, and the solution offered to the customer. All these steps will help you gain an understanding of why the call escalated to your level.

Be clear on your objective

Be clear with respect to your objectives when taking any escalated call. In most cases, you will have two objectives: getting the issue resolved and handling the customer in a proper manner. Once you have taken the call, jot down what all must be done to solve it. Also, write down how you will convince the customer that the solution offered is satisfactory. Such an approach will offer clarity on dealing with the problem.

Empathise with the customer

It is imperative that you present yourself as a confident person who knows escalation call meaning and who is interested in solving the issue as early as you can. Prepare yourself mentally before attending the call. Start the call with a proper introduction. Convey to the customer that you are willing and ready to resolve the issue as early as possible. Tell him that you have been briefed about the problem but do not divulge the details. Allow the customer to tell the details himself. This will send across a positive message.

Let the customer tell his story

It is essential that you take the call with a positive, open mind. Do not assume that the customer is still in a bad mood. It is possible that the customer has calmed down by the time you talk to him. Let the customer tell his story in detail and display empathy as he/she talks. Once you have listened to the whole story, summarise it so as to assure the customer that you have a clear understanding of the situation and are in a position to solve the same.

Provide the Solution in a Positive Manner

Once you are done with the above steps, it’s time to offer your solution to the issue. By this time, the customer may have calmed down, so there are high chances that an agreeable solution is reached between both parties. It is vital that you ask if your customer is satisfied with the solution and close the issue in an amicable manner. 

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