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
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
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.