CUSTOMER SERVICE
Customer Service Call Escalation Flowchart
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CASE ANALYSIS
Scenario
A customer service call is received and routed to the appropriate department based on IVR selection. The agent attempts to resolve the issue; if not, the call is escalated to a supervisor.
Key decisions
- IVR department selection
- Issue resolution by agent
When to reuse this
This flowchart is applicable to call centers using an automated attendant for routing and a defined escalation procedure.
RELATED EXAMPLES
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flowchart-customer-service-call-escalation-procedure