Call Center Training: Escalating Issues

The Call Center Training: Escalating Issues course reviews when and how to pass on a customer issue to a manager, coworker or department. In this course, we begin by defining escalation and explain what it means for a call center representative. We’ll also discuss what an escalation matrix is and go over general rules for escalating an issue. We’ll review the common reasons you may want to escalate a call, regardless of the industry you work in.

Part of our Call Center Training series, this course includes a video presentation, downloadable supplementary material and a self-assessment quiz.