Telesales and Retention Call Escalations

Telesales and Retention Call Escalations

Requests to speak with a Supervisor received by a TS&R associate should be handled as follows:

  1. Attempt to De-escalate
    1. Try to resolve the issue with the caller. 
    2. Contact a supervisor for guidance if needed.

  2.  Claim Related Issues
    1. Warm transfer the caller to a Customer Service Agent.
    2. Inform the Customer Service Agent of the request to speak to a Supervisor.
    3. Document the request in the Communication History Log.

  3. If the issue cannot be de-escalated
    1. A supervisor must take over the call when available
      1. If no supervisor is available, submit a Supervisor Call Back Follow-Up Request in QuickBase (BPO agents email your supervisors).
      2. Tell the caller that the turnaround time for a callback is 48 hours. 
    2. If the Supervisor cannot resolve the issue, they must contact the TS&R Management Team for assistance through phone, chat, or email. 
Warning
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.

Warning
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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