Why do cases escalate, and what can we do about it?

Escalation is costly. The case takes longer, involves more people, and the customer often has to explain the situation again.

The common causes

The first line lacks information, lacks the authority to make a decision, or the case is genuinely complex. Only the last is a valid reason.

Lack of authority

If a caseworker has to ask for permission to issue a refund of three hundred kroner, the question costs more than the amount itself. Set a monetary limit within which they can make decisions.

Lack of knowledge

Look at what gets escalated most often. If the same questions come up every month, what you need is a knowledge base article, not second-line support.

Measure it and use the number

Escalation rate by category. The category at the top of the list tells you exactly where the next knowledge article or training effort should be focused.