Silent Echoes
ScorecardsCompliance

QA call escalation guide

How to read a Live QA signal and act on it while the call is still open. Tiers move from self-correction to a compliance incident — when two tiers apply, take the higher one.

Tier 0 — Coach in place

Handle in call

Trigger signals

  • Delivery state drops to yellow for under a minute
  • Rubric line item scores 60-79 with no compliance risk
  • Customer is frustrated but the request is still solvable by you

What to do

  • Slow the pace, acknowledge the frustration by name of the issue
  • Restate the customer's goal in one sentence before continuing
  • Confirm the next step out loud so the close is unambiguous

Tier 1 — Peer or lead assist

Within the call, under 2 minutes

Trigger signals

  • Delivery state red for more than 60 seconds
  • Any rubric line item under 60
  • Two failed attempts at the same resolution path
  • Customer asks a policy question you cannot answer confidently

What to do

  • Ask for a hold: “Can I take 60 seconds to get this exactly right for you?”
  • Ping the floor lead with the account, the goal and what you have tried
  • Return with a specific answer or a named owner — never a vague promise

Tier 2 — Supervisor takeover

Immediate warm transfer

Trigger signals

  • Customer explicitly asks for a manager
  • Sentiment reads escalating on two consecutive scorecards
  • Refund, cancellation or credit above your authority
  • Repeat contact on the same unresolved issue

What to do

  • Acknowledge the request without defending: “Absolutely — let me bring in my supervisor.”
  • Warm transfer only: brief the supervisor on the line before handing over
  • Stay until the supervisor confirms context, then release

Tier 3 — Compliance / safety incident

Immediate, plus written report

Trigger signals

  • Threat of harm to self or others
  • Legal threat, regulator mention, or media contact
  • Suspected fraud, identity theft, or account takeover
  • Any Live QA watch-out flagging a disclosure or consent failure

What to do

  • Do not attempt to resolve or negotiate — follow the safety script verbatim
  • Notify the duty supervisor and compliance on the incident channel while still on the line
  • File the written incident report the same shift, before end of day

In-call scripts

  • Asking for a hold

    “I want to get this exactly right for you — can I put you on a brief hold for about a minute?”

  • Customer asks for a manager

    “Of course. Let me bring in my supervisor and give them the full picture so you don't have to repeat yourself.”

  • Warm hand-off brief

    “This is [name], calling about [issue]. We've tried [attempts]. What they need is [goal].”

  • You cannot commit to the outcome

    “I can't promise that outcome, but here's exactly what I can do next, and when you'll hear back.”

  • Safety or legal statement heard

    “Thank you for telling me. I'm going to bring in someone who can help with this properly right now.”

After the call

  • Save the Live QA scorecard for the call and name it with the tier, e.g. QA_Call_Escalation_Guide tier 2.
  • Record what triggered the escalation, who took over, and the outcome promised to the customer.
  • Flag the cue that fired (or failed to fire) with thumbs up/down so thresholds keep improving.
  • If a compliance watch-out appeared, confirm the incident report reference in your notes.

Escalation notes live with your saved scorecards — rubric details only, never audio or transcripts.