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.

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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.