SOP: Escalation matrix

For all complaint related tasks (Customer unhappy, SLA breach, SR incomplete information)
the RM’s will have to follow up with the backend teams. In view of this, an escalation matrix
with L1, L2, L3 support and contact details is provided for the RM’s to connect with the
backend teams instantly, as shown below.

The resolution for the complaint tasks will either happen at a circle level or at pan India
level. Clicking on the circle field, the RM will either get “pan India” or any of the circles name
as shown below.

Pan India:

Circle:
For every complaint task that gets created, basis 4 factors (LOB, type, sub type and sub sub
type) the system will decide if the issue has to be resolved at a Pan India level or at a circle
level. Basis this, L1, L2, L3 will be displayed.

How to work on this?

1. The RM’s will have to click on “follow up” option from the list of options available for
complaint tasks.
2. Clicking on the “follow up” option, the RM can view the escalation matrix being
displayed.
3. All the fields in this will be empty initially, until the RM chooses the circle.
4. Once the circle is chosen from the drop down, the details of L1, L2, L3 and their
contact numbers will be populated in the respective fields.
5. The RM’s will have to begin by contacting L1. The Contact number of L1 has to be
entered by the RM in the calling number field. The RM has to click “Follow up call” to
connect with the L1 support. The same rule applies for L2 and L3 as well.
6. Once the follow up is completed, the task state will be changed to “follow up
initiated”.
7. While rescheduling follow up with the backend teams, all the above-mentioned
points will apply for RM’s.

Few points to note:

1. The RM’s can initiate a follow up with backend teams, when the task status is “task
assigned to RM”.
2. To begin with, the RM’s will have to use only those numbers populated from the list
to connect with L1, L2, L3. If none of these contacts are available, the RM can then
enter another number in the calling number field to connect with the backend team.
3. The RM’s will not be able to edit or add L1/L2/L3 contacts displayed in the form.
4. The calling number field has to be filled with one of L1 or L2 or L3 numbers before
making a call.