Escalation Flow for Lead Issues

Purpose: For Inbound Sales, Follow-Up, CX, Ops, BD, and Management Teams

This SOP defines when a lead issue must be escalated, who it should be escalated to, how fast, and how to document it—so no lead is lost due to internal delays or confusion.

1. Purpose of This

To ensure:

✔ Lead issues are resolved quickly
✔ No high-intent lead is lost
✔ Correct team ownership
✔ Clear accountability
✔ Proper documentation for audits

Rule:
If a lead is stuck, escalate. Do not wait.

2. What Is a Lead Escalation?

A lead escalation happens when a Sales or CX agent cannot move a lead forward due to:

System limitation
Coverage issue
Pricing conflict
Operational dependency
Customer complaint risk

Escalation ensures the right team intervenes immediately.

3. Common Lead Issues That Require Escalation

Issue Type	Example
Serviceability	Pincode not available but high demand
Pricing	Customer has confirmed competitor quote
Technical	Model missing / price not loading
Pickup	Vendor unavailable for high-intent lead
Coupon	Coupon not applying correctly
Data	Lead assigned wrongly / duplicate lead
CX Risk	Customer upset / complaint likely

4. Escalation Ownership Matrix

Issue	Escalate To	SLA
Pincode / Area issue	BD Team	Same day
Vendor availability	Ops / Vendor Ops	Same day
Pricing / Match request	Ops / Pricing Team	Same day
App / Website bug	Tech + CX	Immediate
Coupon issue	Marketing / Tech	Same day
Lead data issue	Ops / Admin	Same day
Customer anger	CX Lead / Ops	Immediate

5. Step-by-Step Escalation Flow

Step 1: Identify the Blocker

Sales/CX confirms:

Lead cannot move forward
Issue is not resolvable at agent level

Step 2: Capture Lead Details

Mandatory details:

Lead ID
Customer name & number
Device & city
Issue summary
Impact (conversion risk / high-end)

Step 3: Escalate via Approved Channel

Slack / Internal tool / WhatsApp group (as defined)
Use clear subject line

Example:
Escalation | High-Intent Lead | Pickup Not Available | Mumbai

Step 4: Update Lead Notes

Admin Panel note format:

Escalated to BD – pincode not serviceable.
High-intent lead.
Awaiting confirmation.

Step 5: Follow-Up on Escalation

Sales/CX must track response
No response within SLA → re-escalate to next level

6. Escalation Levels

Level 1 – Functional Team

BD / Ops / Tech / Marketing
First resolution attempt

Level 2 – Team Lead / Manager

If no action or delay

Level 3 – Management

High-value leads
Customer escalation risk
Repeated unresolved issues

7. Handling High-Value / High-End Leads

For iPhone / MacBook / premium devices:

✔ Escalate immediately
✔ Mark as High Priority
✔ Assign senior agent
✔ Track until closure

High-end leads must never wait silently.

8. Customer Communication During Escalation

Approved Holding Line

“I’m checking this with our team and will update you shortly.
Thank you for your patience.”

❌ Never blame internal teams
❌ Never give fake timelines

9. When NOT to Escalate

Do not escalate if:

Customer is simply thinking
Customer asked for callback
Lead is not serviceable and already confirmed
Customer clearly not interested

Escalations are for blockers, not delays by choice.

10. Escalation Tracking & Review

Daily review must include:

Number of escalations
Resolution time
Conversion outcome
Repeated issue patterns

Used by:

Ops
Sales Lead
Management

11. Common Escalation Mistakes to Avoid

🚫 Escalating without details
🚫 No Admin Panel notes
🚫 Escalating non-issues
🚫 Waiting too long
🚫 Not following up

12. One-Page Quick Summary (Training Card)

Escalate When:
Lead is blocked and high-intent

Escalate To:
Right team, fast

Always Include:
Lead ID + issue + impact

Goal:
No lead lost due to internal silence