Blog / Escalation Processes & Procedures


 Call handling for Emergency Call-Outs and 

Fault Reporting

If you’re dedicated to achieving Service Level Agreements for clients then swift pick-up by On-Calls is essential, whether that be within hours or the next working day. But 

how do you ensure that happens out of hours? Our contact centre can relieve you of

the cost of running your operation 24 hours, filter out the real emergencies and liaise

with On-Calls or contractors on your company’s behalf. 

Automatic Escalation: Once logged, the system sends the case details automatically

via SMS, email, pager or fax

Manual Escalation: Once a case has been generated and information captured, an

operator attempts contact until the case details have been passed to the appropriate

On-Call and the case is closed.

Lone-worker Support service can also be activate by

workers for certain hours or sites if required.

 Selection Process

 1) Select medium and sequence of contact to relay the case information

>SMS/ Phone Call/ Email (Various combinations can be used, as well as both manual and 


 2) Select interval times in between every escalation point (usually between 2-30 minutes)

 3) Select contact points: Who do we contact and in what order.

For example-


 1) Duty engineer  by SMS

 2) Duty engineer (10 minutes later) by phone call

 3) Duty manager (10 minutes later)by phone call and email4)  General manager (20 minutes later) by email

The Contact People call handler wearing a head set


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This post was written by Joy Dove

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