• Yashika

What is Supervisor Escalation and how to handle it?

Updated: May 6

If you think of an escalation as just a complaint, you are mistaken. It is a window of opportunity to expand customer relationships with the business forever. For instance, when a customer reaches out to a business regarding their issue or query for the product purchased, they naturally would want it to get resolved as early as possible. Here, the ideal approach would be to effectively fix the customer’s concern that will improve customer satisfaction.

What is a Supervisor Escalation?


As the name suggests, Escalation is the process that lets customer’s complaints or issues get presented to a senior representative of the company. This means something has failed to meet customer expectations, be it a quality of product or service and they wish to be put right through to a supervisor. A Supervisor Escalation referred to as a call escalation where a caller requests to speak to a supervisor for resolution. The issue gets transferred to the more experienced individual who is designated to the specific department involved to resolve customer’s concerns.


The value that the customer brings to the success of the business cannot be overlooked. Therefore, there has been a shift towards the customer-focused business that aims to achieve customer demands and interests. Such marketing strategies hold customers as the greatest long-term investment thus constantly exploring means and methods to befit customer needs. Exceptional customer service is one of the core elements to expand the customer base and not to forget it involves the utmost efforts when dealing with dissatisfied customers. It is critical to managing escalations in customer service as it will help reduce the possibility of providing incorrect solutions and disrupting customer journeys. All the queries must be addressed efficiently through competent customer service agents and supervisors.


How to handle Supervisor Escalations


Customer satisfaction and customer experience are the two most important aspects of customer engagement with your business and the rate of supervisor escalation has a direct influence on it.


1. Manage Escalation with Voice AI

Voice AI technology uses Natural Language Processing and Speech Recognition that allows businesses to manage and monitor calls, and find the reason for it. The cases where agents are unable to process the request to resolve issues, escalations will certainly increase. Manage escalation with Voice AI to identify the issue, the inefficiency that causes supervisor escalation, how it can be reduced, and enable agents with valuable insights.


2. Maintain a dynamic Internal Knowledge Base

An Internal Knowledge Base is a source of data that acts as a self-service helpdesk for agents in contact centers. Also, it can help focus on really important tasks.


It is a store of easily retrievable information about the products and services that help resolve customer issues and queries. Here, the key to reducing supervisor escalations is with the use of valuable insights from voice calls, which determine what new and targeted content to incorporate. It is an ideal solution for outstanding customer service while redefining the whole support program.


3. Emphasize on First Call Resolution as KPIs

First Call Resolution is crucial to both the contact center and the customer with the desired outcome. The KPI can be calculated by the number of customer issues that are received and resolved in a particular call by the total number of issues elevated in the given period.

The agents will be facilitated to improve through data-driven training and resolve customer queries on the first call, which will certainly bring down supervisor escalations.

4. Data-driven Escalation Training Programs

Training programs act as an important factor for minimizing call escalations. For better customer experience, agents must be trained for such methods. This includes extensive knowledge about the products or services, agents putting out multiple options, patience while addressing the issue, and understanding the concern. It might also include giving permissions and approvals to the agents to offer certain coupons or promo codes to customers if needed.


5. Provide Real-time and Agent Augmentation

Businesses deal with endless customers’ demand for personalized, relevant, and engaging experiences to which there cannot be a one-size-fits-all solution for all interactions. Delivering such experiences would be difficult with a traditional contact center.

Artificial Intelligence acts as a guide for better customer experiences that easily explain and establish new opportunities and supports contact centers focus on the more important tasks. It can speed up the path of resolution for customers and agents by surfacing relevant data for advisors before they answer the call.


The contact center technology offers real-time support and agent augmentation, which means providing live assistance from supervisors at the time of escalation. It enables agents with the next action to be taken to instantly resolve escalation. This, on the whole, will reduce the number of escalations and time spent handling them.


At a Glance

The main objective of a contact center is to handle and resolve customer queries effectively. Thus, while dealing with an escalated call, it is necessary to obtain all the relevant information needed that will help maintain customer satisfaction and improve overall customer experience. The above strategies work as an adviser to handle supervisor escalations along with end-to-end quality management to decrease the escalation rate.


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