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Call Center Escalations

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  • #17605 Reply

    What are the pros and cons of establishing an escalation department? I am looking online for any information on what (if any) the increase in productivity would be in a mixed sales and support inbound environment where supervisors are handlind escalated customer issues (“let me talk to your supervisor”) rather then having a department that handles that. Any information you might have would be appreciated.

    #17606 Reply

    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 ….

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