Escalation Process

Our service also includes an internal escalation process, which will essentially add value to your service quality instantly! As part of all our services, MARKETii offers a proven excellent system to escalate to the appropriate manager/team any conversation that may need immediate attention by the company. It’s not only the reporting that is in real time. Our highly efficient escalation process alerts your specific managers worldwide within moments when we have feedback from a customer who is very unhappy or in need of urgent attention. This process is designed to enable you to contact and resolve issues with the customer, thus maintaining a high level of satisfaction and retention and before they start telling people about the service.

On a more positive note, our packages also allow us to escalate very satisfied customers or those indicating to purchase again / renew contracts, which can be used as motivational tools to managers and staff delivering the service as well as increasing sales.

Included in this process is the ability to send the actual call recording directly to the service manager enabling him/her to listen to the conversation and get the full picture before contacting the customer. This is all done within minutes of the survey taking place. We currently operate 4 types of escalation;

Negative Feedback Escalation - Our Customer Service Representative (CSR) regards the customer is in need of further attention or the customer has requested further urgent attention, often to do with the service they received. The customer may not have rated a question with a 1 out of 5.

Poor Score Escalation - The system automatically escalates the issue as the customer has given a 1 out of 5 a poor rating for one or more of the closed rated questions, such as a 1 out of 5 for technical ability. Where the customer may have given more than one question with a 1 rating this is only escalated once within the system.

Lead Escalation - Our Customer Service Representative (CSR) regards the customer is in need of further attention or the customer has requested further attention, this time to do with possible sales leads or renewal of contracts / warranties etc.

All 5’s Escalation - The system automatically escalates the issue as the customer has given top ratings (5’s) for all questions.