1 / 14

Tips to Handle Escalations in Contact Centres

Does your customer often insist on speaking with the supervisors? Learn how to handle escalations in the contact centre in this slideshare.<br><br>

OliviaTT
Download Presentation

Tips to Handle Escalations in Contact Centres

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Tipsto Handle Escalationsin Contact Centres

  2. Escalation is a process of forwarding the contact details of a customer to a more skilled or experienced agent

  3. When customers are not satisfied with the solution due to an agent's limited knowledge or inability to solve the query, they insist on speaking with the supervisor

  4. In simpler terms, escalation happens when an agent is unable or unauthorised to assist the issue of the customer

  5. Let's understand how agents can handle escalation in contact centres

  6. #1Callrecording This feature allows you to save all the inbound and outbound calls in your contact centre. You can use these recordings to monitor agent performances from anywhere around the globe. Additionally, you can train new recruits, ensure employees follow the company’s protocols and deliver seamless customer experiences

  7. #2Callwhispering The call whispering feature allows you to whisper tips and pointers to an agent without interrupting the customers. Real-time coaching helps to improve the sales and support skills of agents

  8. #3Callbarge Sometimes an agent is unable to handle a call which gives a negative impression of your customer service. It may also anger the customer leading them to disconnect the call. In such a scenario, the manager or a more experienced agent can intercede the ongoing conversations and work towards resolving the issue

  9. #4Apologise An apology goes a long way in building a long-lasting relationship. Acknowledge your customer's dissatisfaction and apologise to encourage empathy and demonstrate compassion

  10. #5Listen Listen to your customers without interrupting them. It will help agents understand customer's issues effectively and achieve their goals

  11. #6Offerasolution Try to offer support and solution to a customer's problem from the company's knowledge base. And if that doesn't work, then escalate the call to your supervisor

  12. Overall, contact centre agents should offer solutions to customer problems. If agents are unable to assist the customer, they should transfer the call to their superiors to de-escalate the call

  13. AboutAcefone Acefone delivers a cloud-based communication service that ensures the total security of your business data It offers fantastic features that can help you to track, monitor, and de-escalate calls to enhance the customer experience Visit: www.acefone.com/uk/ Call us: 0800-084-3663 (UK) 1888-859-0450 (US)

  14. Checkoutsomeotherslideshares Connectwithus

More Related