Tuesday, December 25, 2007

Erlang 'C' & Scheduling for Call Centres - II


Escalation Matrix -
OK, great, we've got an SLA, we have the appropriate staff in place to take the call when they make it ... now what happens if they are not able to fix the problem?  Easy!  You get the problem to the right people that can fix it in a timely manner.  This is where the escalation matrix comes into play.  Assuming that its 2am and you've got a Tier 1 customer (remember, your definition of Customers was made before this) that has no telephone service (hard down etc...).  This is impacting them and potentially costing them $$$/hr.  Your engineer has taken the call and started working on the issue.  Now as this company is paying you lots of money for the service (that IS why they are Tier 1 after all), you need to ensure that you've got ALL the right people available and working on their problem as quickly as possible.  A sample 2 Stage Internal Escalation Matrix that I've used with great success in the past is presented below.    You will need to have a separate matrix that is provided to Customers which I shall provide you with in a later post.

Provided below is a table detailing the different groups & times that they need to be notified at based on the problem & its impact.
<><><><><><>
Escalation

Level 
Groups

Notified 
Priority Low 
Priority Medium 
Priority High 
Priority Critical 
1 
Escalation1  
24 hours after ticket created 
4 hours after ticket created
2 hours after ticket created 
1 hour after ticket created 
2 
Escalation 1

Escalation 2 
48 hours after ticket created 
8 hours after ticket created 
4 hours after ticket created 
2 hours after ticket created 
3 
Escalation 1

Escalation 2 Escalation 3
72 hours after ticket created 
12 hours after ticket created 
6 hours after ticket created 
3 hours after ticket created 
4 
Escalation 1

Escalation 2

Escalation 3

Escalation 4 
96 hours after ticket created 
16 hours after ticket created 
8 hours after ticket created
4 hours after ticket created 
5 
Escalation 1

Escalation 2

Escalation 3

Escalation 4

Escalation 5 
120 hours after ticket created, and every 24 hours after that  
20 hours after ticket created and every 4 hours after that 
10 hours after ticket created and every 2 hours after that
5 hours after ticket created and every hour after that 


Please note – its fairly easy to remove the additional Escalation Group step mentioned below, if your escalation is to only one group! This type of structure only applies to larger companies where the problem and responsible party could be in a variety of different locations.

ESCALATION GROUPS
 

<><><><><><>
Level 
Support
Sales
Operations 
PMO
Product MGMT
Engineering
1 
Support Lead/Supervisor


Ops/NOC Lead/Supervisor
Defect Control




2 
Support MGR
Sales Rep
Ops/NOC MGR




Engineering Rep
3 
Support Director
Sales MGR
Ops Director


Product MGR


4 


Sales Director
VP Ops




Director Engineering
5 
VP Customer Service & Marketing






VP Engineering
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