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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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