Escalation Process

Introduction

This process explains when and how an agent escalates a customer case beyond the first call: to the Team Leader during the call, to the Escalation Team through Zammad, or by following up an overdue TKT. Escalation is used when the agent cannot resolve the case within their authority, not as a way to end a difficult call.

When to Escalate

• Supervisor Request: The customer insists on speaking to a supervisor after the agent has tried to resolve the issue.
• Overdue TKT: An existing TKT has passed its SLA without a resolution or an update to the customer.
• Repeated Complaint: The customer has called three times or more about the same issue within 7 days.
• Regulatory or Legal Threat: The customer mentions a complaint to CST, legal action or posting on social media.
• Outside Agent Authority: The request needs approval, such as a goodwill credit above the agent limit, a fee waiver or a policy exception.
• Abusive Behaviour: The customer continues to use abusive language after one polite warning.

Escalation Levels

Level	Owner	Method	Response Time
Level 1	Member Care agent	Full troubleshooting and TKT creation on the call	On the call
Level 2	Team Leader	Warm transfer, or a callback if the Team Leader is busy	Callback within 4 working hours
Level 3	Escalation Team	Escalation TKT in Zammad linked to the original TKT	24 hours
Level 4	Member Care Manager and CST Liaison	Cases received from CST or with legal involvement	As per the CST deadline

How to Escalate an Overdue TKT

1. Search the TKT number in Zammad and read the full history, including internal notes from the resolving team.
2. If the TKT is still within SLA, inform the customer of the remaining time and do not escalate.
3. If the SLA has passed, add the internal note “Customer followed up – SLA breached” and create an Escalation TKT linked to the original TKT.
4. Do not create a duplicate complaint TKT for the same issue; duplicates reset the queue position and delay the resolution.
5. Give the customer the Escalation TKT number and the new SLA.

Handling a Supervisor Request

1. Acknowledge the request and explain what you can still do to resolve the issue.
2. If the customer still insists, place the customer on hold and check Team Leader availability through the floor chat.
3. If a Team Leader is available, do a warm transfer and brief them on the issue, the verification status and the steps already taken.
4. If no Team Leader is available, create a Supervisor Callback TKT and confirm the customer’s preferred callback number and time.

What to Tell the Customer

Tell the customer clearly who will handle the case, how they will be contacted and by when. Never promise an outcome on behalf of another team, and never tell the customer that a case has been escalated unless the Escalation TKT has actually been created.

Complaint TKT

Group	Escalation Team
Category	Escalation
Sub-Category	Overdue TKT / Supervisor Callback / Repeated Complaint
Required Information	Mobile number, ID number, original TKT number, issue summary, steps already taken, customer’s expectation, callback number and preferred time
SLA	24 hours

Call Reason

Call Reason 1	Call Reason 2	Call Reason 3
Complaint	Escalation	Overdue TKT
Request	Escalation	Supervisor Callback
Complaint	Escalation	Repeated Complaint