De escalating calls · Offline Notepad

why calls escalate?

Agent may not have the necessary knowledge to address all of the customer's concerns. So they escalate the call to higher management for customer service resolution.

two reasons;

agents driven - refers to alngauge barriers, can't provide straigfht answers, having a hard time escalating, A - ACTIVELY LISTEN G - GIVE EMPATHY
Lead –In • I hear that you are... • I see that you are... • It’s clear to me that you are... • From the tone of your voice, I can tell that you are… • I can understand why you would feel... E - EXPLORE OPTIONS N - NOW, TAKE ACTION T - THANK THEM verbal collation - interupting the member while talking softcall: needed to be escalate atleast 1. but make sure it is a power ranger escallation.

De ascalate script:

I totally understand that you're frustrated that's why you want to talk to my supervisor and I respect your concern, Please allow me to help you with this because I trained for this account for almost 8 years, is it okay? to do that, can I get your contract number please?

Agent: To ensure I connect you with a supervisor, will u please give me a brief description about your reason for calling, for documentation. Agent: Sure, let me look for a supervisor. What seems to be the problem? I can probably help you out with your concern. Agent: oh I didn't expect that, We respect your decision to talk to a supervisor. For me to document the transfer, can you tell me all about your concern? I can probably answer it for you.

U- NDERSTANDING STATEMENT S-ITUATION A-CTION

Offered escalation script:

Name of the member, my supervisor is currently working on some supplemental activities and may take time to respond. To save your time, I can connect you to our Escalations Team they are not supervisor but trained specialist who handles escalated calls like this. Would you allow me to connect you?

ALORICA; BPO service support member want to talk to supervisor - de escalate

for escalation- waiting moment 6 to 8 minutes if less than 8 minutes - we can transfer the call the member declined - create a call back ticket and advice the mbr that someone will reach them out. if the member dont want to have a call back? - assure the member that your going to call back within business day.