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Escalation Management

Pain Point

Reduce costs for handling Afterhours enquiries from the Council’s constituency

Overview:

  • The client handles thousands of calls each year afterhours
  • They engaged us to provide a 24/7 contact centre to triage these calls such that only urgent matters would be escalated
  • The service has proven so successful it has remained in place for many years

Challenge:

  • Incorporating a wide variety of call types so that only those that fit stringent criteria filtered through for escalation
  • Managing a dynamic afterhours roster

Solution:

  • We customised a comprehensive script including over 10 scenarios, each with their own decision tree for triaging and escalating as appropriate
  • We created an online roster for their oncall staff so that it would always show the right contact for us to call
  • We created a reporting suite that comprised calls handled and surveys completed

The final solution included:

  • Our Escalation Management service to triage the calls and escalate those defined as urgent
  • Our client Portal to enable the council to manage their rosters remotely as well as access our reporting 24/7
  • A comprehensive call activity report to enable full analysis of call types and their resolution
  • The client has the confidence that their constituents are properly serviced afterhours and urgent matters are expediently dealt with

If you’d like to know more about our Escalation Management and Client Portal services,

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