Call Escalation Report Layout

Date: [Insert Date]
Escalated By: [Your Name]
Escalation Level: [Level 1 / Level 2 / Level 3]
Report Generated By: [Name]

1. Customer Information

• Customer Name: [Insert Name]

• Account Number: [Insert Account Number]

• Phone Number: [Insert Contact Number]

• Email Address: [Insert Email Address]

• Customer ID: [Insert ID]

2. Call Details

• Initial Call Date/Time: [Insert Date and Time]

• Call Duration: [Insert Duration]

• Initial Call Issue: [Brief description of the issue]

• Initial Call Agent: [Agent Name]

• Call Summary: [Provide a brief overview of the initial interaction, including key points discussed]

3. Escalation Details

• Escalation Reason: [Reason for escalation (e.g., unresolved issue, customer dissatisfaction, policy clarification)]

• Escalated To: [Team/Department Name or individual]

• Escalation Date/Time: [Date and Time]

• Escalation Level: [Level of escalation (e.g., Level 1, 2, 3)]

• Resolution Deadline: [Insert date/time or expected resolution time]

• Escalated By: [Agent/Team Name]

• Escalation Notes: [Any additional notes on why the call was escalated]

4. Resolution Details (Post-Escalation)

• Resolution Date/Time: [Date and Time]

• Resolution Agent/Team: [Team or person responsible for resolution]

• Resolution Summary: [Summary of the solution or next steps]

• Customer Feedback: [Feedback from the customer on the resolution, if applicable]

• Issue Status: [Resolved / Pending / Escalated Further]

5. Additional Notes

• [Include any relevant information not covered in the above sections, such as system issues, related incidents, follow-up steps, etc.]

6. Approval/Follow-up

• Reviewed By: [Manager/Supervisor Name]

• Approval Status: [Approved / Pending / Needs Further Review]

• Next Follow-up Date: [Insert Date]

Signature:

[Your Name]
[Date]

Report Templates @ Template.net