What is an escalation? An escalation is when an agent member of ours is having a difficult situation that we feel a lead or manager should handle. These could include supplier issues, payment issues, account issues, etc.
Examples of when to escalate:
- Member using foul language – after you have asked them to stop.
- Argumentative, not listening or talking over you.
- Condescending comments to you or about WorldVia Travel Network.
- Disrespectful comments to you.
- Members threatening to leave our network.
- Anytime you are not able to meet the needs of a member and you have exhausted all reasonable attempts.
How should these be handled? Of course, the first step would be to try and resolve the issue, for supplier issues, you can try contacting the supplier on the agent's behalf, for account issues, you can see if you can fix the issue on your end. If the issue is something out of your control and you need to escalate it, please follow these steps so that all escalations are handled with care and urgency.
- Please let the agent know that the team lead will give them a call as soon as possible to discuss this further. For tickets, respond by letting the agent know the same.
- Reach out to the lead through a Teams call. Don't send a message as they often get overlooked and pushed till later.
- Explain the situation in as much detail as possible so everything is conveyed before a resolution is decided upon.
- Next, the team lead will give the member a call to discuss the escalation further or provide a resolution.
- If the team lead can not resolve the issue, the team lead must contact the member to discuss it further and gather any additional information and then reach out to the Head of Member Experience who will handle the escalation from there.
Escalations are no fun and they can be stressful time for both the member and the team. For this reason, we want to ensure we are quick and efficient in our responses.
First Response on an escalation: 30min
Call from the Team Lead: 1hr
Resolution Delivered: 3hrs