What is an Escalation?

Escalation is the process of passing the concern of a customer from an agent to someone at a higher level for resolution. This usually happens when a customer service representative fails to address the complaint or issue brought by the customer during their first-hand interaction.

In the escalation process, complaints of a customer are given to a tier-2 agent is more equipped to handle and resolve the issue. Senior reps are examples of tier-2 agents, but team supervisors are usually the recipients of escalations because of their expertise in certain processes of the company.

Escalations are usually tense situations because irate customers are often filled with emotions during an interaction. Senior agents are expected to keep their calm and composure to be able to handle the complaint professionally.