Escalation

Explanation:

Escalation refers to the process of transferring a customer issue or request to a higher level of expertise, authority, or priority when it cannot be resolved at the initial point of contact. In a call center or customer service environment, escalation typically occurs when an agent is unable to resolve the issue or when the customer requires more specialized assistance.

Best Practices:

• Set Clear Escalation Criteria: Define when and how issues should be escalated, such as when a customer requests to speak to a supervisor or when a problem exceeds the agent's authority or expertise.
• Ensure Smooth Handover: When escalating an issue, provide the next level of support with all relevant information to avoid the customer having to repeat themselves.
• Monitor Escalation Rates: Track escalation frequency to identify common problems that may require additional training for agents or process improvements.
• Communicate Clearly: Always inform the customer when their issue is being escalated and provide them with an estimated resolution time.

How Daktela Can Help:

Daktela's platform supports customizable escalation workflows, allowing businesses to easily define when and how issues should be escalated based on urgency, issue complexity, or customer request. With real-time reporting and ticket management, businesses can track escalations and ensure that the right expertise is applied to resolve issues quickly. Daktela also integrates with CRM and knowledge management systems, ensuring that all relevant customer data is provided to the agent handling the escalation, improving the chances of resolving the issue efficiently.