Telesales and Retention Call Escalations

Telesales and Retention Call Escalations

Requests to speak with a Supervisor received by a Telesales and Retention associate should be handled as follows:
  1. The agent should reach out to a supervisor for guidance on how to resolve the issue.
    1. For a claims related issue, the agent should warm transfer to a Customer Service Agent, advise of the request to speak to a Supervisor, and document the occurrence in the Communication History Log.
  2. If the agent is not able to de-escalate the issue, a Supervisor will take over the call.
  3. If a Supervisor is not available, the agent will enter a Supervisor Call Back Follow Up Request in QuickBase and advise of the 48-hour turnaround time.
    1. BPO agents will email their supervisors.
  4. If the Supervisor is unable to bring the call to a resolution, they should see assistance from TS&R Leadership via phone, chat, or email.
If a customer threatens BBB, to contact a lawyer, and/or social media platforms, the agent should notify a supervisor and document the account accordingly.

This process does not apply to the following escalation types:
  1. Medical Emergency Protocols
  2. Potential Risk to Customer or Service Professional
  3. Cinch Media Policy and Guidelines
  4. Call from an attorney 

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