enhance escalation in customer service

Easy Guide To Improve Customer Service Escalation And Resolution


15 January 2024

Efficient support escalation shortens resolution time and increases customer satisfaction. In this post, we'll go over the fundamentals of customer escalation, such as what escalation is in customer service and how your contact centers can manage client escalation using various approaches. In addition, we'll lead you through creating an escalation management system. There is also a list of recommended practices for escalation management for contact centers

Escalation management is a procedure used in a system to deal with incidents and problem management, ensuring that problems are rectified, and concerns are addressed at the appropriate level. In most cases, an organization will have processes to deal with escalation management in various situations.


1. What is an Escalation?

2. What is the role of an Escalation Manager?

3. Why is customer escalation management important?

4. What are the kinds of customer escalation?

5. Best Practices for Escalation Management

6. Enhance Customer Retention with Escalation Management


What is an Escalation?

In customer service, escalation refers to the activity of forwarding a client's concern (usually a service ticket) to a more experienced or skilled person.

Escalation occurs when the initial agent dealing with the problem discovers that they lacks the expertise or authorization to handle the issue satisfactorily for the client. It may also happen if a consumer is dissatisfied and asks the agent's manager or supervisor to govern the situation.

Escalation is not necessarily harmful. It might happen because a new contact center agent lacks the necessary expertise to address a particular situation. It sometimes occurs because approval is required before the problem can be fixed, and this can only be done by specialized teams, such as finance departments.

Escalations should be avoided as much as possible since they do not enhance the customer experience. Too many escalations might result in a disconnected experience, leaving a consumer with an unfavorable overall impression. As a result, it's helpful to devise a strategy to limit the number of escalations within your contact center while also ensuring that all team members are entirely informed of your escalation management practices.

What is the role of an Escalation Manager?

Some businesses hire professional escalation managers responsible for handling escalation processes and increasing customer satisfaction via excellent customer service.

Escalation managers often possess customer service abilities. They take pleasure in being able to tackle complex challenges quickly and effectively. These agents specialize in problem-solving and are therefore very proficient at dealing with difficulties others may have found difficult to address.

An escalation manager will assist in guiding various issues to the teams with the proper expertise, ensuring that contact center agents always treat problems at the suitable authorization level.

Why is Customer Escalation Management Important?

Effective customer escalation management has several advantages. For starters, it shortens the resolution time. A well-planned escalation will swiftly transmit a question to the person most suited to address it.

Furthermore, good support escalation management improves customer satisfaction (CSAT). An effective escalation procedure can restore clients' trust in your brand when things go wrong.

Not all firms, such as those that see customer service as a cost center, need support escalation management. Escalation management, on the other hand, is critical for any firm that considers customer service as a competitive advantage. Before we go into escalation management, let's first discuss the many sorts of customer escalation.

What are the kinds of customer escalation?

Customer escalations are often classified into three types:

Functional escalation

Functional escalation happens when a support representative's typical scope of duties cannot fulfill a customer's request. It is usually because the bid falls outside of their area of expertise.

For example, if a client comes in with a question about a payment issue and the person, they're dealing with doesn't have access to the necessary information, the agent would escalate the inquiry to someone on the finance team. It would be a case of functional escalation.

Escalations in the hierarchy

This is called hierarchical escalation when a customer's request needs someone at a higher level - such as a supervisor or manager - to intervene for their problem to be appropriately handled.

These escalations are usually required when a contact center agent cannot meet a client's expectations owing to business policy or other constraints. In some instances, a manager or supervisor may be able to make exceptions or provide additional resources to handle complex client problems.

SLA Escalations

Nowadays, many businesses establish service level agreements (SLAs) to ensure the quality of service consumers may anticipate from a company. We can see that 46% of companies have a customer service SLA of less than 6 hours, as stated in the Hiver 2021 Customer Service Benchmark Report.

It implies that such organizations’ customer service representatives must respond to all consumer inquiries in less than 6 hours. Inaction will result in an automatic escalation. When an SLA violation occurs, the team's higher-ups are immediately alerted. Such escalations compel them to take the initiative and work quickly to resolve the client's issue since failure may result in customer displeasure or reputational harm.

Best Practices for Escalation Management

1. Establish SLAs for your team to follow

SLAs are not limited to customer service. They are contracts or agreements that specify the degree of service that a firm's contact center will provide.

In the case of your customer support staff, an SLA specifies the level of service that representatives will give to clients. By using a service-level agreement (SLA), you may hold your reps to a certain standard, such as responding to all service-related emails within six hours.

SLAs are an excellent method to establish and maintain high standards for your contact center agents. They're critical for escalation management since they make it simpler to identify inquiries that need to be escalated. SLAs also enable you to prioritize problems and specify which sorts of requests must be handled more quickly. In this manner, you may direct your team's attention to issues that need quick assistance, such as catastrophic product failures, rather than routine service inquiries.

In C-Zentrix Helpdesk CRM, you can set up SLA, escalation matrix, and workflow. So if a helpdesk ticket is in a particular state and exceeds the pre-defined time, it will get escalated as per the escalation matrix and notification will be sent to the escalated personnel for her action.

2. Create different escalation systems and procedures

The structure is the foundation of escalation management since it informs representatives when they should escalate an issue. Ideally, inquiries should be sent via an automated procedure until the problem is fixed to the customer's satisfaction.

Professionals should be brought into the picture if consumers have significant technological concerns. You should also provide alternative resolution paths based on the support channel the consumer has selected. It provides an omnichannel customer experience and enables your contact center to operate in the pipeline that best serves the customer.

When a consumer needs further help, it should be obvious when an issue should escalate and how it should be presented to the customer. If you move them to another rep, you must engage the appropriate person at the proper time. You don't want to go up the ladder rapidly or ignore a client who wants to talk with someone higher up. Cross-organizational collaboration is critical for anyone who is dragged into the escalation process. Specialized departments can assist consumers with complicated problems since they are sometimes more knowledgeable about the subject than the contact center agent.

3. Train your employees to manage escalations

To provide the most excellent escalation management, consider providing your contact center agents with support solutions that assist them in managing queries. For example, a helpdesk CRM or customer care platform is essential for expanding businesses. It gives representatives access to a shared mailbox that may be linked to internal escalation support systems.

Noise-canceling headphones or other comparable equipment may also make a significant impact. Such technology is essential for providing high-quality phone assistance, mainly if your representatives work remotely.

4. Teach customer service representatives how to handle escalations

Soft skills are essential while interacting with clients, but they are more critical during an escalation scenario. Three of the most crucial abilities for dealing with dissatisfied consumers are:


Being sensitive to your client's needs accounts for half of the customer service. It prioritizes your consumers and assists your contact center agents in resolving tricky service issues. It is simpler to align with the consumer if they grasp the user's objective and the impediment that keeps them from accomplishing it.

Listening Actively

Active listening enables representatives to understand why clients are angry and assist them in difficult circumstances. When you actively listen to someone, you don't simply take in information; you process it, and then you offer questions that move the conversation forward and assist the other person in finding a solution to their problem.


Customers dislike being kept in the dark, mainly when they are dissatisfied. They want to know how you're resolving their issue and when they can anticipate it to be determined. It's critical to convey your troubleshooting procedure properly so the consumer feels informed and can plan appropriately. Only through excellent training can you equip your employees with such abilities. Make sure you give them the time and attention they need to get your team members up to speed. In the long term, any investment in this area will be well worth it.

5. Use escalation incidents to enhance future customer service

Escalations occur in all industries, and no firm will have a perfect first-call resolution rate. Instead, you want as few escalations as possible while learning as much as possible from each one that happens. In this manner, you can prevent repeating issues and give a consistently better client experience.

Attempt to capture and monitor each escalation. As a result, you'll be able to swiftly identify the origins of typical difficulties and varied service patterns that produce friction. Alternatively, you may locate flaws in other areas as well. Relaying information to those teams enables your corporation to address challenges and collaborate as a business.

Enhance Customer Retention with Escalation Management

Having knowledgeable and helpful contact center agents is crucial if you want to keep more of your current clientele. A customer's one bad experience with a brand is all it takes to make them go elsewhere. As per Bain & Company, increasing retention rates by 5% can increase profits by 25%-95%.

To be successful with escalation management, you must first understand the degree of service you must provide. You can create a simple response system that guides clients to successful remedies.


Support escalation is essential to the customer support experience and should be adequately prepared for. Having an escalation management strategy in place can simplify your representatives' jobs while also allowing you to retain more favorable client interactions. Escalation management is a critical element of customer service that firms' contact centers must emphasize.

And although customer service escalations are inevitable, how you handle them may help you build client loyalty and retention and promote favorable attitudes about your business. You can handle customer escalations in a timely and effective way with some work and forethought, strengthening your connection with customers and making their entire experience with your organization much more memorable.


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