escalation plan

An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts. In a call center, for example, an escalation plan specifies measures to be implemented when unexpected strain or an increased level of stress is placed upon the center. This stress can be in the form of a disaster or increased call volume. The escalation plan is put into effect once a certain threshold is hit, such as when the queue hits an unacceptable level.

Download this free guide

Download Now: Top 10 Risks in SaaS Deals

Download this asset to understand the top 10 SaaS deal "gotchas" that can result in surprise charges, built-in cost hikes, audit exposure and double paying for the same license or functionality, SaaS traps that tip leverage to the vendor right from the get-go, and more.

Start Download

• Corporate E-mail Address:

  You forgot to provide an Email Address.

  This email address doesn’t appear to be valid.

  This email address is already registered. Please login.

  You have exceeded the maximum character limit.

  Please provide a Corporate E-mail Address.

• • I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.

  Please check the box if you want to proceed.

• • I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.

  Please check the box if you want to proceed.

By submitting my Email address I confirm that I have read and accepted the Terms of Use and Declaration of Consent.

Some strategies managers should remember when designing an escalation plan include:

• Call volume management, which involves switching (either manual or computer controlled) to channel calls efficiently.
• Stage management, which is used to avoid escalating a crisis from a disruption to a full-blown emergency.
• Test management, which tactically evaluates all levels of the escalation plan.