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You can find what to do in case of escalations.                   Email or call came in regarding a case handled by PHP rep Team Lead checks the case and forwards it to call mentor after filling up the escalation tracker Call Mentor checks NICE if any recording can be found then update the tracker as well YES Dissects the call and validate or dispute escalation Team Lead will do coaching to associate NO     Based on the case notes call mentor will recommend possible coaching opportunities   Team Lead will call back the client if necessary.         Team Lead will update the managers and VPs who are included in the initial escalation email.