Backlog and Flow Management

In any process, there are times when tasks need to be passed along to someone else. We've talked about it in a previous chapter - it's called escalation and de-escalation. They ensure output quality, but can often create bottlenecks and delay the overall process.

Impact of escalations and de-escalations

Escalations and de-escalations help distribute tasks to the people more relevant to handle them, but they come with their own challenges.

When a task is escalated, it often needs to be reassigned to someone else, usually at a higher level or with more specialized skills. This can lead to delays, as every handoff adds a layer of dispatching. Dispatching means the task might sit idle until the next person is available, which slows down the whole process.

You could model an escalation as a trigger for another team, as follows.

Typically, the de-escalation dispatch rule assigns the previous Level 1 operator to reduce idle time and adds the case directly to their backlog.

Tiered support

One common team organization to handle different levels of complexity is through a tiered support model, where each tier matches a level of expertise.

Here's how it typically works:

Level 1: General Support and dispatch

Level 1 acts as the first line of support, handling general issues and basic inquiries. These agents are trained to address straightforward problems quickly and efficiently, such as account setup, password resets, or simple troubleshooting steps.

Sometimes, the Level 1 operator manages the customer relationship and is the sole point of contact for the customer.

The goal of Level 1 is to manage high volume and resolve common issues as soon as possible, without needing to escalate. But as soon as a task is deemed too complex, it gets escalated.

Level 2: Intermediate Support

Agents at this level have more experience and are trained to deal with issues that go beyond the basics. They often handle tasks that need deeper troubleshooting, more detailed configurations, or knowledge of more advanced features.

Level 2 serves as a buffer to handle moderately complex problems, ensuring that only the most challenging cases reach the highest level. This helps manage the workload more effectively across the team. When the issue falls out of the scope of Level 2, then it gets escalated to Level 3.

Level 3: Expert Support

Level 3 deals with the most specialized and challenging issues, often requiring in-depth technical knowledge or access to engineers and developers. This level is typically reserved for problems that cannot be resolved by lower tiers and need advanced expertise.

The purpose of Level 3 is to provide expert-level support for issues that are highly specific, technical, or unique. This might include resolving software bugs, handling complex integrations, or troubleshooting new product features.

Classic flow

Let's consider an issue that needs to be escalated to level 2.

Every escalation is an opportunity for bottlenecks.

What if the flow gets disrupted at first escalation or de-escalation?

Flow disruption & backlog overload

When there are multiple levels of escalation, any level can become a bottleneck, disrupting the overall flow. Let’s explore how this plays out in a system with three levels:

Level 1 backlog is overloaded

Level 1 is handling a large volume of routine tasks, but they’re not escalating enough tasks to Level 2. Even though Level 2 and Level 3 are ready to help, the bottleneck at Level 1 slows everything down. This might be due to a sudden spike in new requests or unclear guidelines on when to escalate.

Solution: Revisit and refine the playbooks for Level 1 processes, ensuring that agents know when it’s appropriate to escalate. Encourage them to pass tasks up sooner when needed, which will help balance the workload across all levels.

Level 2 backlog is overloaded

Level 2 is under pressure because it’s receiving too many escalations from Level 1. As a result, more complex issues get stuck, creating delays across the board. To ease this bottleneck, the goal is to reduce the number of tasks being escalated to Level 2.

Solutions:

Expand Level 1’s Scope: Train and empower Level 1 agents to handle a broader range of issues, reducing the need to escalate. While this requires time and training, it helps lower the workload at Level 2.
Adjust Staffing: Consider staffing more resources at Level 2 to better manage the volume of escalations.
Utilize Level 3 More: For particularly complex issues, allow more tasks to be escalated directly to Level 3, bypassing Level 2.
Direct Escalations and De-escalations: Set up clear protocols for when Level 1 can escalate straight to Level 3 for the toughest cases. Ensure Level 3 can de-escalate back to Level 1 if needed, streamlining the flow and preventing tasks from getting stuck at Level 2.

Level 3 backlog is overloaded

Level 3 is dealing with too many escalations, often because lower levels can’t handle certain complex cases. This leads to significant delays, especially for issues requiring advanced expertise.

Solution: Broaden the range of issues that Level 1 and Level 2 can handle, giving them the tools and training to address more problems independently. This reduces the pressure on Level 3, ensuring their expertise is reserved for the most challenging tasks.

Why It Matters

In a multi-level system, balancing the workloads across all levels is crucial to maintaining smooth operations. Bottlenecks can occur at any level, not just within a single process but across the entire escalation chain. If you’re aiming for speed and efficiency, reducing unnecessary escalations is key. For scenarios where quality control is less critical, minimizing escalations and keeping tasks at lower levels can streamline operations and improve response times.

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Go to Class 9: Business Process Outsourcing Benefits & Strategy