MEDIA360 PERSPECTIVES
Make ownership explicit
Every escalation needs a receiving team, the right context and an accurate expectation for the customer. Avoid promising immediate human assistance when that team is unavailable.
Collect only useful information
Ask for details needed to answer or route the enquiry. Agree consent, access and retention before connecting the conversation to a CRM.
Verify the receiving end
Submit representative enquiries and read them back in the receiving system. A successful-looking conversation is not evidence of a completed handoff.