There are usually three support levels in a call center.
Level 1: Support Agents
Level 2: Skill Based Agents or Customer Satisfaction Agents.
Level 3: Management employees who resolve queries faster and delight the customer instantly.
The contact center has certain Service Level Agreements (SLA’S) that state a certain ticket must be closed within a pre-determined amount of time.
The backend is set with a parameter that auto allocates a ticket that has come back at least 3 times to the higher management.
Now, The Question is Why Do You Need an Escalation Matrix?
Research shows that customers are moving towards companies who offer great customer service support. In addition to that, I’ve put down a few statistics that will help you understand the need for an escalation matrix.
Ticket Routing Techniques To Drop Down Your Escalation Rates
There are mainly three types of routing techniques that you can use for your ticketing system, namely;
1. Direct Routing
This is the traditional IVR routing. Here when a customer calls your support number they are given a bunch of options. Once they choose which department they need to speak to, the ticketing tool directly routes them to the concerned support agent.
2. Least Idle Routing
Using an automated process, the ticketing system routes the support query to the agent who has been waiting for a support query to solve for the longest time.
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3. Least Occupied Routing
In this routing technique, the ticketing system sends the support query to the agent who has the least amount of work.
4. Skills-Based Routing
In this routing technique, the ticketing tool routes the ticket to a specific agent. This agent has been trained with the skill sets necessary to sort out a specific kind of support problem.
What Are the Types of Escalations?
1. Functional Escalation
When the resolution time for a ticket has been exceeded, the ticketing tool automatically forwards the complaint to the department with the skillset to sort out this escalation.
2. Hierarchical Escalation
If SLA’s have been breached, the ticketing system reroutes the query to the higher management.
What Does the Escalation Matrix For a B2C company Look Like?
In a B2C company, the ticketing tool first directs the query to a support agent.
If the same ticket is opened more than three times, the ticketing tool implements a Hierarchical escalation on the fourth attempt.
Here the ticket is routed to the customer satisfaction department.
The Customer Satisfaction Department is equipped with all the tools and freedom necessary to solve the escalation.
What Does the Escalation Matrix For A B2B company Look Like?
The first level of contact is through a toll-free number provided through a third party cloud telephony vendor. This toll number is integrated into the ticketing tool.
The B2B vendor has access to this number.
When he calls this number, he first encounters an IVR. This IVR gives him options to choose his problem.
Once they choose their issue, an SMS is triggered to the nearest agent.
A pre-determined time is set for this escalation to be sorted. If the ticket is not closed in 24 hours, a hierarchical escalation is raised with another SMS to the higher management.
Again if this ticket is not closed in 48 Hours, the ticket is further escalated to the reporting manager of the previous level.
The best way to reduce the number of escalations raised is to;
- Equip your support team with a great knowledge base. This helps them have access to a list of workflows for the most frequently asked questions
- Give your agents the freedom to deviate from the pre-written script. Give them access to tools like discount vouchers or permission to waive fees. This may help in cooling down furious customers and will drop your SLA’s in the long run