Escalation Templates

Utilizing each template, for all escalation requests and responses, this will allow
everyone to be on the same page, and we’ll only receive pertinent information.

1. Your response to an escalation request

This will house the exact reason why we are investigating the request
It will contain if it is a valid escalation or not
It will indicated if there is a coaching needed and why
This will be sent to the advocates supervisor and the requestor
Write up or coaching will follow

Hello,

Situation

Action

Result
Coaching opportunity

Thank you,

The RXE BPO Escalation Team

________________________________________________________
 2. Our coaching template

Hello,

Please see coaching opportunity below

Thank you,

The RXE BPO Escalation Team

_________________________________________________________
3. Template for Escalations

Interaction number
Date of Call
Associate/USER ID
Member/ HID
Phone
Category
Reason for review