Escalation Management

About Escalation Management

Escalation management is a procedure set up to handle events and problem management inside a system, ensuring that concerns are addressed at the appropriate level and problems are remedied.

Escalation systems may be divided into two categories: functional escalation and hierarchical escalation. Depending on the problem the consumer has, your companies could need to use either one, the other, or both.

Escalation management has gained immense popularity across the globe resulting in huge demand for certified professionals.

Why is Escalation Management important?

Escalation management procedures guarantee that customer care representatives can satisfy as many consumers as they can. Additionally, escalation procedures include methods for addressing problems at the lowest level feasible, leading to quicker fixes and improved user experiences.

Escalation management certified professionals, executives and managers are in high demand in companies across the globe.

Who should take the Escalation Management Exam?

• Managers
• Escalations Managers
• Customer Support Managers
• Operations Managers
• Startup founders
• Executives

Knowledge and Skills required for the Escalation Management

Specific skills are needed to excel in career of escalation management which includes analytical bent of mind and quick learning skills.

Escalation Management Practice Exam Objectives

Escalation Management exam focuses on assessing your skills and knowledge in managing customer issues and their escalation.

Escalation Management Practice Exam Pre-requisite

There are no prerequisites for the Escalation Management exam. Candidates who are well versed  in managing customer issues and their escalation can easily clear the exam.

Escalation Management Certification Course Outline

1. Understanding escalations
2. Why customers escalate
3. How to prevent escalations – from process approach, measuring it right to empowerment and keeping customers informed
4. Role of cultures in escalations
5. Executive escalations
6. Escalations in the age of social media
7. Is escalations management important for startups
8. Is the revenue from customers who complain higher than customers who don’t complain
9. Is customer satisfaction dependent on employee satisfaction
10. How to avoid burnout of escalations managers
11. How to use the concept of corrective action and preventive action in preventing escalations
12. Will poor IVR design create escalations?
13. How can anomaly detection and artificial intelligence be used to prevent escalations

Exam Format and Information

Certification name – Certificate in Escalation Management
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199