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Having a planned sequence of escalation.
Many call center managers are so busy looking at the numbers =90% plus taht they for get ablout the reason they have jobs. Alot of call centers have done away with the levels of support for the customer to have access too. When someone calls in with a serious problem the first tech they speak to may not have the expertise to quickly help them resolve the issue. But they have too, do to the way that call center is being run. The tech will have to find his/her way throught it not have any Level 2 or higher support to either ask for help from or transfer them too.