submit query

Please fill with your details

  • refresh

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.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

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

Click here to Read >

Getit infomedia optimized business performance with

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


The Comprehensive Guide to Startup Marketing

<p class="western" lang="en-IN"><span style="font-family: 'Times New Roman', serif;"><span st....

Read more>>

Ethical Hacking and Cyber Security for Enterprises: Purpose & Security Stance

<p class="western">In the digital world, the medium to connect with anyone around the globe has become much easier than expected.</p> <p class=&....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo