Customer Support Specialist Interview Question:

Explain me what Methods Would You Use to Escalate a Call?

Submitted by: Muhammad

Call escalation is common in call centers, especially when a customer has contacted the company multiple times and still has an unresolved issue. Your interviewer will want to know what you would do when a customer asks to speak to your supervisor. The best answer for such a question would be “Although I would follow the company's policies regarding call escalation, I would first attempt to obtain as much information as I can from the customer and deescalate the issue on my own. If I cannot provide the resolution the customer wants, or if the customer refuses, I would follow the company's chain of command for escalated calls.”
Submitted by: Muhammad