Escalations can be a double-edged sword for IT teams. On one hand, they ensure complex issues are resolved by specialists.
On the other, they often indicate a breakdown in processes, inefficiencies, or insufficient resources for Level 1 technicians.
Escalations lead to longer resolution times, frustrated customers, and higher operational costs.
The good news? By addressing the root causes and empowering Level 1 agents with the right tools and processes,
Managed Services Providers (MSPs) can significantly reduce the number of escalations. Here’s how.
The True Cost of Escalations
Every time a ticket is escalated, the costs add up. These include:
- Time Costs: Escalated tickets take longer to resolve as they pass through additional hands and queues.
- Resource Costs: Senior engineers spend valuable time on tickets that could have been resolved earlier.
- Customer Dissatisfaction: Escalations often mean delayed resolutions, frustrating end-users.
By solving more issues at Level 1, you reduce these costs and free up senior engineers to focus on truly complex problems.
Empowering Level 1 Technicians
Reducing escalations starts with giving Level 1 technicians the tools and resources to resolve more issues on their own. Here’s how CrushBank can help:
- Comprehensive Knowledge Access
– CrushBank provides technicians with instant access to your company’s entire knowledge base, including historical tickets, technical documentation, and more. This ensures that Level 1 agents have the answers they need without escalating.
- Smart Search Capabilities
– Using AI-powered search, CrushBank surfaces the most relevant information quickly, even when technicians don’t know the exact terminology or phrasing to use.
- On-the-Job Learning
– Before becoming proficient, new hires often struggle with unfamiliar systems and workflows. CrushBank streamlines the onboarding process by providing immediate access to a centralized knowledge base and AI-guided troubleshooting tools. This allows new technicians to ramp up faster, solve issues independently, and gain confidence without relying heavily on senior staff for assistance.
CrushBank not only helps solve issues but also helps Level 1 technicians learn from the process, improving their skills and reducing dependency on senior staff over time.
Process Improvements to Reduce Escalations
Beyond technology, reducing escalations also requires refining processes:
- Clear Escalation Guidelines: Ensure Level 1 technicians understand what constitutes a genuine need for escalation and empower them to resolve everything else. Always conducting a CrushBank search to address the issue should be considered best practice to maximize resolution potential at Level 1.
- Effective Training: Regularly train technicians on common issues, new tools, and troubleshooting techniques. Building documents that explain standard procedures for clients or specific technologies is also crucial. CrushBank can assist with this through the “Request Document” button, enabling technicians to flag knowledge gaps and ensure that missing information is addressed and documented effectively.
- Performance Metrics: Track escalation rates and resolution times to identify areas for improvement. Tools like CrushBank can provide detailed insights into technician performance.
Real-World Impact
Consider an MSP using CrushBank to optimize their help desk operations. By integrating CrushBank’s AI-powered tools, they saw:
- A 40% reduction in escalations.
- A 20% decrease in ticket resolution times.
These results demonstrate the transformative impact of equipping teams with AI-driven tools tailored to their needs.
Take the First Step
Reducing escalations isn’t just about fixing tickets faster; it’s about creating a more efficient, empowered, and satisfied IT team. CrushBank provides the tools to make this vision a reality.