Escalation Management Framework

Objective: Develop a structured escalation management framework to effectively handle customer complaints and issues. Deliverables:

Creation of a detailed escalation process flowchart for the support team.

Training sessions on de-escalation techniques and resolution strategies.

Implementation of a feedback loop for capturing insights from escalated cases.

Establishment of a dashboard for tracking escalation trends and outcomes.

A final report with recommendations for process improvements based on escalation data analysis.