We specialise in designing and implementing bespoke Escalation Management Processes for businesses of any size.

Our team of consultants will meet with you to discuss which services will best suit your business needs. Once a suitable process is agreed on, we’ll create a customised escalation system that our staff will action when necessary. You can rest assured that if any issues arise when you’re unavailable, we’ll handle it competently and efficiently based on an agreed upon process.

Escalation And Incident Response 

When we devise an Escalation Management Process for your business, we’ll create a triage system with regards to emergency services, and escalate information to the relevant staff. Whether it’s on-call personnel or contractors, we’ll identify the issue at hand and ensure that the appropriate people are informed immediately.

You can let our expert team deal with the entire situation or part of a job allocation process based on what you prefer. We can then deploy ticketing systems as necessary.

Our general process is as follows:

  • We take the inbound call
  • We follow the agreed roster escalation instructions
  • We monitor the situation until it’s resolved or dealt with by the relevant service contractor

escalation management process flowchart

Escalation Management FAQ

What is escalation management?

Escalation management is a process put in place in a business to deal with issues that arise to help ensure problems are dealt with competently and efficiently based on an agreed upon process.

What are the benefits of outsourcing escalation management?

Outsourcing escalation management enables you to focus on the core functions of your business and have competent, qualified professionals to deal with problems effectively. It allows broader capability to deal with fluctuations in demand available 24×7.

How will outsourcing escalation management work?

Once a process is agreed on, we create a customised escalation workflow that our staff will action when necessary. We apply triage methodology to an inbound call or email, then follow the agreed escalation instructions. Our processes include monitoring through to resolution. We also provide full reporting of all activities.