What's the best way to transfer or escalate a call?

1 Why transfer or escalate a call?

There are various reasons why you might need to transfer or escalate a call to another department, team, or supervisor. For example, the customer might have a complex or technical issue that you cannot resolve, the customer might request to speak to a higher authority, or the customer might be unhappy or angry with your service. Whatever the reason, you should always explain why you are transferring or escalating the call and ask for the customer's permission before doing so.

2 How to transfer a call?

To transfer a call, you should first identify the appropriate person or department to handle the customer's issue or request. You can use your internal directory, CRM system, or company guidelines to find the right contact. Next, you should inform the customer that you are going to transfer them and briefly summarize their issue or request. Then, you should dial the extension or number of the person or department and introduce yourself and the customer. You should also confirm that they are available and willing to take the call. Finally, you should thank the customer for their patience and transfer the call.

3 How to escalate a call?

To escalate a call, you should first try to resolve the customer's issue or request yourself, if possible. You should listen to their concerns, empathize with their feelings, and offer solutions or alternatives. However, if the customer insists on speaking to a supervisor or manager, or if the issue or request is beyond your authority or expertise, you should escalate the call. To do so, you should first apologize for the inconvenience and explain that you are going to escalate the call to someone who can help them better. Next, you should put the customer on hold and contact your supervisor or manager. You should inform them of the customer's issue or request and ask if they can take the call. If they agree, you should return to the customer and introduce your supervisor or manager. Then, you should thank the customer for their cooperation and escalate the call.

5 How to follow up after transferring or escalating a call?

After transferring or escalating a call, you should not forget to follow up with the customer and the person or department you transferred to. This can help you ensure that the customer's issue or request was resolved satisfactorily and that the customer was happy with the service. You can follow up by sending an email, a text message, or a survey to the customer, or by calling them back later. You can also follow up by checking in with the person or department you transferred to and asking for feedback or updates. This can help you improve your skills and knowledge and avoid future mistakes or misunderstandings.

6 How to improve your phone etiquette skills?

Transferring or escalating a call is not the only aspect of phone etiquette that you need to master. There are many other skills and techniques that you need to learn and practice to provide excellent customer service over the phone. For example, you need to know how to greet and close a call, how to use a positive and professional tone, how to ask and answer questions, how to handle difficult or angry customers, and how to manage your time and workload. You can improve your phone etiquette skills by taking online courses, reading books or articles, watching videos, or asking for feedback or mentoring from your colleagues or managers.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?