The statement “let me talk to your sup” is a 0.1:10 ratio … it also depends on the nature of the project … you can set up an escalation dept. without incurring any additional cost with minor technical changes in the system … the pro and cons can be discussed based on details of the project …. eg. business type, call flow, team size, etc. Generally speaking, increase in productivity would be very marginal, but takes care of other aspects ….