Call Escalation

Explanation:

Call escalation refers to the process of transferring a customer's call to a higher-level agent or manager when the initial agent is unable to resolve the issue. This is typically done when a more experienced or specialized agent is required to address the customer's concern.

Best Practices:

• Set Clear Escalation Criteria: Define clear rules for when an escalation is necessary, such as unresolved issues, customer frustration, or complex inquiries.
• Ensure Smooth Handoffs: When escalating calls, ensure the agent provides the next level of support with all necessary information, preventing the customer from having to repeat themselves.
• Keep Customers Informed: Always inform the customer when their issue is being escalated and set expectations for resolution.
• Monitor Escalation Patterns: Regularly review escalated calls to identify recurring issues or gaps in agent knowledge that could be addressed through training.

How Daktela Can Help:

Daktela's system provides customizable escalation workflows, allowing businesses to define when and how calls should be escalated. With real-time monitoring, supervisors can identify when a call needs to be escalated and intervene quickly if necessary. Daktela also integrates with CRM data, providing escalated agents with full context on the customer's issue, which helps resolve concerns faster and ensures a smoother escalation process.