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Escalate Calls to Call Center Supervisors

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As a Call Center agent, you can escalate calls to the first available supervisor or to a specific supervisor. You can also make an emergency call, which quickly conferences an available supervisor into your call without placing the remote party on hold.

You use the Supervisors panel, located in the Contacts pane, to escalate calls.

Escalate with Consultation

Use this method to escalate a call to a supervisor and provide an introduction beforehand. You can escalate the call to the first available supervisor or select the supervisor yourself.

  1. To let the system select a supervisor, click Escalate Call-Center-Escalate-button in the Supervisors panel. To select the supervisor yourself, click an available supervisor and click the ESC button for that supervisor.
  2. Wait until the supervisor accepts your call, then speak to the supervisor.
  3. When you’re ready to transfer the call, select the original call in the Call Console.
  4. Move the mouse over the call to the supervisor and click TXR.

Blind Escalate Call

Use this method to escalate a call to a supervisor without consulting with the supervisor first. You can escalate a call to the first available supervisor or select the supervisor yourself.

  1. To let the system select a supervisor, click Escalate Call-Center-Escalate-button in the Supervisors panel. To select the supervisor yourself, click an available supervisor and click the ESC button for that supervisor.
  2. Your original call is placed on hold, and a call to the supervisor is initiated.
  3. Without waiting for the supervisor to answer, select the original call in the Call Console.
  4. Move the mouse over the call to the supervisor and click TXR.

Escalate with Conference or Handover

Use this method to escalate a call to a supervisor through a conference call. You can then leave the call.

  1. To let the system select a supervisor, click Escalate Call-Center-Escalate-button in the Supervisors panel. To select the supervisor yourself, click an available supervisor and click the ESC button for that supervisor.
  2. When the supervisor accepts your call, speak to the supervisor about the issue.
  3. Select the original call in the Call Console.
  4. Move the mouse over the call to the supervisor and click CONF. A conference call is established and the calls appear in the Conference Call panel.
  5. To hand the call over to the supervisor, click LEAVE in the Conference Call panel.

Escalate with Mid-Conference Hold

Use this method to escalate a call while providing an opportunity for the customer to speak to the supervisor on a conference call.

  1. To let the system select a supervisor, click Escalate Call-Center-Escalate-button in the Supervisors panel. To select the supervisor yourself, click an available supervisor and click the ESC button for that supervisor.
  2. When the supervisor accepts your call, speak to the supervisor about the issue.
  3. Select the original call in the Call Console.
  4. Move the mouse over the call to the supervisor and click CONF. A conference call is established and the calls appear in the Conference Call panel.
  5. In the Conference Call panel, click HOLD. This puts both calls on hold but allows the customer and the supervisor to continue their conversation.
  6. To drop a specific party from the conference, select their call from the Conference Call panel and click END.
  7. To leave the call, click LEAVE in the Conference Call panel.

Make an Emergency Call

NOTE: To make emergency calls, you must have the Three-Way Call or N-Way Call service assigned.

Use this method to escalate a call to a supervisor in an emergency situation. When you make an emergency call, the caller is not placed on hold; instead, a supervisor is immediately conferenced in to the call. You can let Call Center select the supervisor or you can select the supervisor yourself.

To make an emergency call to an available supervisor:

  1. While on the call, click Emergency Call-Center-Emergency-button in the Supervisors panel. This places a call to the first available supervisor.
  2. When the supervisor answers the emergency call, a conference call is started immediately without putting the caller on hold.
  3. To transfer the call to the supervisor, click LEAVE in the Conference Call panel after the conference is established.

To make an emergency call to a specific supervisor:

  1. While on a call, expand the Supervisors panel.
  2. Click on the supervisor you want, then click the EMER button for that supervisor. (Alternatively, drag the call onto the supervisor and click the EMER button for that supervisor.) This places a call to the selected supervisor. Make sure the supervisor you’ve selected is available.
  3. When the supervisor answers the emergency call, a conference call is started without putting the caller on hold.
  4. To transfer the call to the supervisor, click LEAVE in the Conference Call panel after the conference is established.

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