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CareerEscalation Process
By flerie
Category: Career. Viewed 587 times. Created October 2013.     Disclaimer.   
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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
Dissects the call and validate or dispute escalation
Team Lead will do coaching to associate


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.