Escalation Matrix

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4 Slides
File size: 16:9
Fonts: Lato Black, Calibri
Supported version
PPT 2010, PPT 2013, PPT 2016

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An escalation process is a standardized roadmap regarding the order of departments and employees to contact when a service ticket is issued. It also defines the timing of escalating the issue to a higher level.

A remote matrix is made up of a series of incrementally increasing levels of contact based on the specific problem at hand. Instead of relying on an auto-attendant phone system, live one-on-one communication with the most relevant team member or help desk is the goal of any matrix.

The longer the issue remains unsolved, the higher up in the company ranks the project escalation climbs. Employees wait for a predetermined amount of time before escalating the issue to the next tier. When an employee or manager has made several attempts to de-escalate the problem on their own but is unable to come to a first call resolution, it’s time to initiate the ticket escalation process.

Ensure that there is sufficient documentation of the problem, as well as of the attempts to resolve it. Gather relevant emails, dates, and times of phone calls, missed deadlines, HR reports, or even customer complaints. Define the types of problems to include in the escalation plan, so that you’ll be able to clearly define the complaint of a given category and ensure proper service delivery.

These include Customer Service requests, Breaches of Service Level Agreements, IT project issues, Logistics and Operational. You may wish to create sub-categories within these problem types. 

Outline the points of contact, organize them hierarchically, and define their roles. Depending on the size of the company, you may select individual or team-based points of contact.

Set up a timeline for how much time must pass without a resolution before you escalate to the next level. In most cases, the amount of time for each escalation window will not be consistent from level to level, but will increase hierarchically.

You will need to outline the processes and steps that the leader of each level will need to take before moving onto the next level. You may also wish to state what action or lack of action specifically triggers the move to the next tier. 

This template will be useful for project managers to monitor the progress of a project. You can use the slides in this template to track progress at each stage and identify problems that lead to increased deadlines.

Delivery or customer service executives can also use this template. You can use this template when preparing instructions for each type of problem, or prepare a flow chart for each category.

Escalation Matrix is ​​a professional and modern template that contains four stylish and fully editable slides. If necessary, you can change all the elements of the slide in accordance with your corporate requirements. This template will be useful for project managers, company leaders, risk managers. Escalation Matrix template will organically complement your presentations and will be a great addition to your collection of professional presentations.