We all like to have adequate information and become sufficient enough to deal with all issues diligently. But sometimes it becomes arduous and we have to pass the issue to the right person (department or team members in case of a company) for assistance.
In an ideal world, it would feel free to not have any escalation. But much to our chagrin, in the real world, there are escalations in every project. To make things easier and resolve a problem, one should know the next course of action. It is paramount to deal with the incidents and manage problems in a system. “You should escalate the issue” - you must have heard this and thought, “but to whom?” - the question remains. Therefore, one should create an escalation matrix for resolving various project problems and delays. But before that, let us circle back to the types of escalation and what they encompass.
What are the types of escalations?
- Hierarchical Escalation: When an employee cannot resolve the issue themselves, they have to hand off the task to a more experienced and senior employee.
- Functional Escalation: When an incident is passed to a person best equipped to solve it, with better skills or system knowledge, and not the seniority level.
- Automatic Escalation: When an organization is using software like Opsgenie, they can set up tools that ask the system to automatically escalate the issue if the primary on-call person does not resolve it.
Some teams may advocate one escalation method over others. But some might create an escalation matrix by using the mix of hierarchical, functional, and automatic escalation.
What is an Escalation Matrix?
An escalation matrix is a system that defines when an escalation ought to happen and who is supposed to handle the incident at each level of the escalation.
The matrix is used across several industries (human resources, call centers, IT, developers, and more). However, the level of details used in the matrix varies from company to company. Some companies might use a simple hierarchical chart, escalating the issue to the one with a higher skill level and seniority. Others might have situation-specific matrices with different extremity levels. In escalation management, there is no one-size-fits-all answer for what to include in your organization’s matrix.
So to help you become a trailblazer in handling issues, this blog offers a carefully-categorized list of the 10 most downloadable escalation matrix templates. Whether you run a small enterprise or an organization, our stellar templates will help your team follow the guidelines diligently.
Let us explore them one by one!
Select this escalation matrix template to ensure that the necessary analysis and data gathering is done before escalating any matter. This complete package consists of a variety of slides, all assisting you to present an efficient matrix design. Download the template and keep your audience well informed.
The creation of an escalation process ensures that unresolved problems do not linger and incidents are promptly resolved. So choose this escalation matrix template to restore a normal service operation. Grab the design and improve your service quality!
Ensure that the problems and issues of your organization are resolved at the correct level. Pick this case escalation template and deal with a possible problem in a variety of contexts. So grab it instantly and use multiple times.
Select this well-researched template design and outline in detail the person responsible for handling a particular escalation. This is a comprehensive set that can be used to design a robust matrix. In addition, the design is completely customizable. So download and edit it conveniently.
This template acts as a great resource for taking away the uncertainty related to an incident. Help your management face big obstacles by processing a standardized roadmap regarding the hierarchy of departments and employees. Download the template and captivate your team members.
Highlight the process stages of a case escalation by using this well-designed template. This slide is not only easily adaptable but is also worth every penny. You can develop multiple cases with this template to communicate the escalation policies clearly. So feel free to download it!
Help your customer service firm create different levels for escalations. Complete its goal by expertly addressing your client’s issues and grievances. Choose the template to create a satisfactory experience for your customers. Go ahead and edit as per the requirement.
Our experts designed this attractive escalation with utmost care and perfection. Therefore, you can utilize it as an incident management tool for all your company’s project conflicts. Elaborate on the steps and share them with your co-workers.
This is yet another innovatively-structured template design. So select it to clearly communicate the probability of each escalation. Not only this, but you can also discuss the impact and mitigation measures for each possible situation.
Did you know that you can prevent the escalation of disruptive behaviors with your own non-verbal behaviors? Organize your thinking and calmly respond by using some de-escalation techniques. Pick this template and avoid potential crises.
Technology is not static, neither are your employees. The idea is to develop an escalation matrix that applies in most situations. Along with these striking template designs, we have also designed some exemplary customer service templates to help you resolve project bottlenecks efficiently. Just have a look and download if they suit your requirement!