Purpose

This activity will help you skilfully to handle escalated contacts and investigate not only the incident itself but also why the contact handler in question needed to escalate the contact.

Benefits

By analysing both your procedures and the main reasons for escalated calls you will be able to improve the quality of your Centre's service and save considerably on management time spent in handling these concerns.

Related Solutions

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Practical. Issues raised from escalated call scenario which enable you to examine your escalated call procedures and identify the main reasons for escalated calls in your Centre.

Time to Complete

Length

pages

Participants

Price

(inc. VAT)