A Quick Guide to Building a Customer Escalation Team

Person at at customer services or technical support office


Sharing over 20 years’ experience as a customer-centric leader, Maurizio Mallia explains how to get started with building a Customer Escalation Team.

6 Steps to Empower Your Team to Manage Critical Issues

Creating an escalation team requires a very structured approach.

The key is to empower the team to manage critical issues, resolving them efficiently and minimizing customer churn.

Here are 6 key steps to follow to build a Customer Escalation Team:

  1. Identify Critical Issues – Determine what issues need escalation beyond common procedures.
  2. Dedicated Team – Build a specialized team with the necessary know-how to deal with escalations.
  3. Provide Specialized Training – Ensure comprehensive training, particularly emphasizing  the soft skills vital for conflict resolution.
  4. Define a Clear Escalation Path – Establish a well-defined process for handling escalated issues from start to resolution.
  5. Empower Decision-Making – Give autonomy to the team to resolve issues quickly and focus on FCR- First Contact Resolution – KPIs.
  6. Implement a Feedback Loop – Continuously analyse escalation trends, collaborating with key stakeholders to identify improvement areas and address underlying causes effectively.

Beware Ignoring Feedback and Hindering Process Improvements

Maurizio Mallia
Maurizio Mallia

Keen to get started?

Good luck – just try to avoid these common mistakes:

  • Limiting Autonomy – Restricting team decision-making prolongs escalations needlessly.
  • Overlooking Feedback – Ignoring feedback and not sharing it with the wider company hinders process improvements.
  • Unclear Processes – Ambiguous escalation pathways can lead to delays in issue resolutions.
  • Training Gaps – Insufficient refresher training on product knowledge and empathy skills hampers problem-solving abilities.

By being mindful of these pitfalls, you can help ensure the success of a well-trained and empowered escalation team – with a higher chance of handling complex issues efficiently and maintaining customer satisfaction.

A Customer Escalation Team Is Absolutely Vital

A Customer Escalation Team in a contact centre is absolutely vital for both customer satisfaction and resolving issues speedily and efficiently:

  • Improve Customer Retention – Resolving issues quickly can turn frustrated and angry customers into loyal advocates.
  • Enhance Customer Experience – Rapid resolution prevents dissatisfaction and mitigates complaints that could significantly impact customers’ experiences.
  • Handle Complex Issues – Some challenges demand specialized attention exceeding your typical procedures for resolving the issue in hand.
  • Safeguard Brand Reputation – Promptly addressing escalated concerns prevents negative reviews on platforms like Trustpilot, safeguarding the brand’s positive image and reinforcing positive word of mouth.

Written by: Maurizio Mallia, with over 20 years’ experience as a customer-centric leader

If you want to find out more about handling call escalations, or de-escalating a call, read these articles next:

Author: Guest Author
Reviewed by: Megan Jones

Published On: 5th Jan 2024 - Last modified: 9th Jan 2024
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