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What's your strategy for escalating and following up on calls?

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As an administrative assistant, you may have to deal with a lot of calls from customers, clients, vendors, or other stakeholders. Sometimes, you may encounter situations where you need to escalate a call to a higher authority or follow up on a call that was not resolved satisfactorily. How do you handle these scenarios effectively and professionally? In this article, we will share some tips and strategies for escalating and following up on calls.

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Hailey Hindman

GS-6 Secretary
Evelyn Eze CSc

Accounts | Manager | Impact | SDGs Advocate | Humanitarian

1 Why escalate and follow up?

Escalating and following up on calls are important skills for administrative assistants as they can help resolve issues quickly, improve customer satisfaction, build trust and rapport with callers, and demonstrate competence and professionalism. However, these skills require tact, patience, and judgment. You need to understand when, how, and to whom to escalate or follow up, while also communicating effectively and respectfully with all parties involved.

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Hailey Hindman

GS-6 Secretary
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An example I’ve used before is having a print out of names, numbers and positions and structured based off chain of command to know who and where to direct a caller if I’m unable to handle a situation or something is not in my power.

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Delilah Moore

Administrative Assistant, Accounts Payable, Accounts Receivable, Collections, Data Entry, and General Ledger,
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I’m my experience I want to put my self in the customers shoes then as an employee I want to know the company I work for like knowing what each department does on a daily so if a customer is calling to make an order I transfer them to that department if a customer wants to know about changing their account status, or wanting to pay by credit card it’s best to know where you work and the different departments so you can assist them better

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2 When to escalate a call

You should escalate a call when you cannot answer the caller's question or solve their problem, the caller requests to speak to a higher authority, the caller is unhappy, angry, or abusive, the call involves a sensitive, urgent, or complex issue, or you need approval or authorization from a supervisor or manager. Before escalating a call, it is important to identify the caller's name, contact information, and reason for calling. Additionally, explain the situation and the reason for escalating and ask for the caller's permission and cooperation. Furthermore, apologize for any inconvenience or frustration before transferring the call to the appropriate person or department.

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Hailey Hindman

GS-6 Secretary
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I agree with the statement made. It is very important to ensure calls are getting to who and where they’re needed. It is very frustrating to anyone calling to have to be transferred to someone who may or may not be able to help in a situation that may already be causing stress. In my experience, you learn to differentiate between calls you can personally assist with to calls that need to be escalated.

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3 How to follow up on a call

It is important to follow up on a call when you promised to get back to the caller with more information or a solution, the call was dropped or disconnected, the caller was not satisfied with the outcome or resolution, the caller expressed appreciation or gratitude, or you want to confirm or clarify something. When doing so, make sure to do it as soon as possible or within the agreed time frame, use the same mode of communication as the original call or the caller's preference, remind them of the previous conversation and purpose of the follow-up, provide the information or solution that they were expecting, ask for feedback or confirmation from them, and thank them for their time and patience.

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Evelyn Eze CSc

Accounts | Manager | Impact | SDGs Advocate | Humanitarian
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If you need time to research or consult with colleagues, communicate a clear timeline for providing a solution and follow through. Document the discussed solutions, outcomes, and any follow-up actions taken. Solicit feedback from participants on the call to identify areas for improvement in your approach and communication.

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4 Tips for escalating and following up on calls

As an administrative assistant, it's important to have the skills to escalate and follow up on calls. To ensure excellent customer service and support, keep a record of all calls with the date, time, duration, caller's name and contact information, reason for calling, action taken, and outcome. Use a polite, friendly, and professional tone when speaking with the caller and listen actively to their needs and concerns. Apologize sincerely for any mistakes or delays while explaining the process and expectations clearly and concisely. Confirm the caller's understanding and agreement while following through on your promises and commitments. By following these strategies and tips, you can handle these situations with confidence and professionalism.

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5 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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What's your strategy for escalating and following up on calls?

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5

1 Why escalate and follow up?

2 When to escalate a call

3 How to follow up on a call

4 Tips for escalating and following up on calls

5 Here’s what else to consider

Administrative Assistance

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What's your strategy for escalating and following up on calls?

1

2

3

4

5

1 Why escalate and follow up?

2 When to escalate a call

3 How to follow up on a call

4 Tips for escalating and following up on calls

5 Here’s what else to consider

Administrative Assistance

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