Escalation rate
Escalation rate refers to the percentage of customer support requests that are elevated to higher-level support tiers due to complexity or unresolved issues.
What is escalation rate?
Escalation rate measures the percentage of customer support requests that require involvement from higher-level support tiers. This often occurs when initial support agents are unable to resolve an issue due to its complexity or need for specialized knowledge.
Why escalation rate matters
Monitoring escalation rate is important for understanding the efficiency and effectiveness of a customer support team. A high escalation rate can indicate that front-line support agents need additional training or resources. It also helps in identifying areas where processes can be improved to resolve issues more efficiently at the initial point of contact.
How to manage escalation rate
- Training and resources: Ensure that support agents have access to adequate training and resources to handle a wide range of inquiries.
- Knowledge base: Maintain a comprehensive and up-to-date knowledge base to empower agents with the information they need.
- Use of Neople: Implementing Neople can assist in managing routine tasks and provide support agents with relevant information quickly, reducing the need for escalations.
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