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How can you use escalation rate to improve service desk performance?

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Escalation rate is the percentage of service requests that are transferred from the first level of support to a higher level, such as a specialist or a manager. It is one of the key performance indicators (KPIs) that can help you measure and improve your service desk performance. In this article, you will learn how to use escalation rate to identify and address the root causes of service issues, optimize your service processes, and enhance your customer satisfaction.

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GODWIN OLOKOR

Head of IT @ Bonitas Health Maintenance Limited | IT Infrastructure & Database Expert
Rakesh Kariyat Radhakrishnan

Manager specializing in Customer Success and Support Services Management

1 Why is escalation rate important?

Escalation rate is important because it reflects the quality and efficiency of your service delivery. A high escalation rate can indicate that your first level support staff lack the skills, knowledge, or resources to resolve most of the service requests they receive. This can lead to longer resolution times, higher costs, and lower customer satisfaction. On the other hand, a low escalation rate can indicate that your service desk is well-trained, well-equipped, and well-managed to handle most of the service requests at the first level. This can lead to faster resolution times, lower costs, and higher customer satisfaction.

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GODWIN OLOKOR

Head of IT @ Bonitas Health Maintenance Limited | IT Infrastructure & Database Expert
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A low escalation rate also shows that your overall business delivery system is healthy. Even if your service desk is well trained, if the overall system of business delivery is faulty or broken, your service desks will be constantly swamped with complaints. If we make the overall system effective it makes everything easy for all of us.

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Rakesh Kariyat Radhakrishnan

Manager specializing in Customer Success and Support Services Management
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Utilizing escalation rate to enhance service desk performance involves proactive strategies. A high escalation rate may indicate gaps in frontline support. Analyze reasons for escalation, implement targeted training to address recurring issues, and enhance resolution skills. Foster collaboration between support tiers to streamline communication. Regularly review and update documentation for complex issues. Implementing these measures not only reduces escalations but also improves overall service desk efficiency and customer satisfaction.

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2 How to calculate escalation rate?

To calculate escalation rate, you need to divide the number of service requests that are escalated to a higher level by the total number of service requests that are received by your service desk. For example, if your service desk receives 100 service requests in a month, and 20 of them are escalated to a higher level, your escalation rate is 20%. You can also calculate escalation rate for specific types of service requests, such as incidents, problems, or changes, to get more insights into your service performance.

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Rakesh Kariyat Radhakrishnan

Manager specializing in Customer Success and Support Services Management
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Escalation Rate (%) is calculated by dividing the number of escalated incidents by the total number of incidents, then multiplying by 100. Formula: Escalation Rate = (Number of Escalated Incidents / Total Number of Incidents) * 100. Regularly monitor and adjust this rate to gauge performance. A decreasing rate indicates improved frontline resolution, while an increasing rate may signal training needs or process gaps. Adjust strategies accordingly to optimize service desk efficiency and customer satisfaction.

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3 How to benchmark escalation rate?

To benchmark escalation rate, you need to compare your escalation rate with industry standards, best practices, or your own historical data. This can help you identify your strengths and weaknesses, and set realistic and achievable goals for improvement. For example, according to the HDI 2019 Technical Support Practices & Salary Report, the average escalation rate for service desks in North America is 17%. You can use this as a reference point to evaluate your own escalation rate and see how you stack up against your peers.

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4 How to reduce escalation rate?

To reduce escalation rate, you need to address the root causes of service issues that require escalation. Common causes include lack of training or knowledge for your first level support staff, lack of tools or resources, and lack of communication or collaboration between different levels of support. To mitigate these issues, you can provide regular training, coaching, and feedback to improve skills and confidence; equip them with knowledge bases, self-service portals, or automation tools to help resolve requests faster; and establish clear and consistent communication and collaboration channels to ensure smooth transfer of service requests.

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Rakesh Kariyat Radhakrishnan

Manager specializing in Customer Success and Support Services Management
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To decrease escalation rate, prioritize comprehensive agent training, empowering them to resolve diverse issues independently. Foster a collaborative environment for knowledge sharing among support tiers. Enhance documentation clarity and accessibility, reducing the need for escalations. Regularly analyze escalation patterns, implementing preventive measures. Foster open communication channels between teams, ensuring swift issue resolution. Continuous improvement initiatives and proactive problem-solving contribute to lowering escalation rates and improving overall service desk efficiency.

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5 How to monitor and improve escalation rate?

To monitor and improve escalation rate, you need to track and analyze your escalation rate data over time. You can use dashboards, reports, or analytics tools to visualize and measure your escalation rate trends, patterns, and variations. You can also use feedback, surveys, or reviews to collect and evaluate your customer satisfaction and loyalty. Based on your data and feedback, you can identify and implement improvement actions, such as process optimization, service quality enhancement, or customer experience improvement. You can also review and update your improvement actions regularly to ensure their effectiveness and sustainability.

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Rakesh Kariyat Radhakrishnan

Manager specializing in Customer Success and Support Services Management
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To monitor and enhance escalation rates, regularly analyze support ticket data. Identify recurring issues leading to escalations and implement targeted agent training. Foster collaboration between support tiers for seamless issue resolution. Enhance documentation for complex problems. Encourage open communication to address challenges swiftly. Implement continuous improvement measures based on analysis, ensuring proactive problem-solving and reducing the need for escalations. Regularly assess and adjust strategies to optimize service desk efficiency and customer satisfaction.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use escalation rate to improve service desk performance?

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6

1 Why is escalation rate important?

2 How to calculate escalation rate?

3 How to benchmark escalation rate?

4 How to reduce escalation rate?

5 How to monitor and improve escalation rate?

6 Here’s what else to consider

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How can you use escalation rate to improve service desk performance?

1

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3

4

5

6

1 Why is escalation rate important?

2 How to calculate escalation rate?

3 How to benchmark escalation rate?

4 How to reduce escalation rate?

5 How to monitor and improve escalation rate?

6 Here’s what else to consider

Technical Support

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