2.12 Escalation Management Standard

Scope, handling standard & progress management of escalations.
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2.12 Escalation Management Standard

Attachment

2.12-1 Case Escalation Template
(Introduction ： A template to be applied while escalating a case to SC Manager or HQ, with all information requested)

2.12-2 Escalation Tracker - dd-dd _MM_YYYY (Week X)
(Introduction ： A template to track all escalations handled by Contact Center Site on daily basis to avoid any missing)