Escalation Plan

Author: CCa2z

Date: 13th October 2009

A prerequisite for any contact centre.  A plan to be implemented when queuing calls reach a pre-determined level and/or delay times reach a pre-determined level.

This can also be descibed as peak-time call strategy, which covers both expected and unexpected peaks.

A call centre needs to behave differently at peak-times to efficiently handle the inbound load.  This may involve delaying non-demand work such as admin, email and outbound.

The plan would have different escalation levels, identifying the criteria required for the escalated activity.


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