Glossary
Escalation in a call center is a transfer of a call from agent who has been servicing it primary to an employee with higher position – team leader or call center manager. Call escalation can be initiated by both agent and customer.
In most cases, call escalation is a wish of a customer. Agents sometimes face difficult customers, who are either willing to start a conflict or just frustareted due to some reasons. Such customers often say “Call your manager”, and that’s where call escalation begins. Also, some agents, who are sure that they can’t help the customer, can decide to escalate the call if they think other agents also can’t help in any way. Call escalation is a negative occurence, and call centers have to focus on reducing the number of escalation cases.
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