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4 Ways Call Center Agents Can Handle Escalations

Sooner or later, every call center agent will have to handle an escalation. It simply comes with the territory of customer service that, every now and then, you will have to contend with an unhappy customer. But our agents are absolute masters of the art of de-escalation. Today, we’ll share 4 proven ways our call center agents handle escalations.

handle escalations telerep

Our agents are masters of the art of deescalation. Today, we’ll share 4 proven techniques they use.


The best call center representatives don’t just help callers; they listen to them, too. Often, being heard is just as important to customers as getting the solution to their troubles. Our live operators are here whenever customers need to unload their frustrations. They will listen, empathize, and then come up with the solution.

Leave Your Emotions Out of It

The job of a call center agent is never to let their emotions get in the way of their work. This is especially true when it comes to handling escalated callers. Our agents must remain calm, even when the individual on the other end of the line is not. They know that the caller’s anger is not actually directed at them, but at the situation.

As frustrated as the caller might be, our agents will remain perfectly composed.

Avoid Putting Them on Hold

One of the most hotly debated topics in the world of customer service is when it is acceptable to put callers on hold. While opinions differ greatly, everyone seems to agree about this one point: it is generally best avoided.

Avoiding putting callers on hold is even more important when agents handle escalations. Think back to what we said earlier—that escalated callers often have to unload their frustrations. They can’t do this unless they remain on the phone with a live operator.

Get Help from a Manager

Our live operators have the knowledge and expertise they need to handle calls without help from a manager in all but the most specialized of cases. We pride ourselves on our agents’ expertise at deescalating callers before they ever need to bring in a manager. But, in the rare cases that their own assistance does not suffice, they know when to get help from a manager, too.

Sometimes, transferring an upset caller to a manager is the best way to handle escalations. Our agents know exactly when to do so.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on FacebookTwitterLinkedIn, and Pinterest.


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