Escalation Handling Audit: Handovers, Delays and Repeats
Check how escalated tickets are handled and where customers repeat themselves.
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Audit our escalations. Ten escalated tickets with timelines (when created, escalated, resolved), handover notes, and the number of times the customer had to repeat information: [ESCALATION_SAMPLE]. Our escalation policy: [ESCALATION_POLICY]. Calculate for each ticket the time to escalate, time in escalation, total time, and the number of handovers, then the average and median with the arithmetic. Check handover note quality (customer's goal, steps tried, evidence, promised actions, deadline) using a checklist. Identify delays, loops, and cases where the policy was not followed. Create a table of findings and three process changes, such as a mandatory handover template and a rule that the customer is contacted within a set time after escalation. Include a short draft of the handover template. Use only my sample and mark conclusions drawn from small samples as tentative. Add a worked time example: created 09:10, escalated 13:40, resolved next day 11:20, so time to escalate was 4 h 30 m and total time 26 h 10 m, with two handovers and the customer repeating their order number three times. Include a handover template with eight fields.
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