How to Escalate a Lead That is Urgent or at Risk of Loss

🎯 Objective:

To ensure that high-value, time-sensitive, or at-risk leads are escalated and prioritized for faster conversion, preventing drop-offs or customer loss.

📌 When to Escalate

Escalation is required if:

Scenario	Example
🔴 Lead is ready to sell but pickup is delayed	“Please pick up today or I’ll sell elsewhere”
🔴 Lead is comparing with competitors actively	“Cashify is offering ₹500 more — should I go there?”
🔴 Lead has premium/high-value device	iPhone, MacBook, Galaxy S series, etc.
🔴 Lead is angry/frustrated due to app issue or poor service	“You said pickup yesterday. No one came!”
🔴 Lead requires early or custom pickup and vendor is unavailable	“Need it done before office hours”

👤 Responsible Team:

Calling Team or Support Team (who discovers the lead issue)
Escalation handled by Operations Lead or City Manager

🪜 Step-by-Step Process

✅ Step 1: Tag the Order in Admin Panel

Go to Orders → All Orders
Add Remark: URGENT ESCALATION - [Reason]
Set Disposition 1 = Connected
Disposition 2 = Escalation / Priority Lead (if available)

✅ Step 2: Create Escalation Ticket

Use CX Genie or internal Slack/Email escalation.

Ticket Format:

Subject: Urgent Lead Escalation – [Customer Name / Lead ID]

Details to Include:

Customer Name & Number
Device Details
Issue (e.g., “Vendor not assigned, customer angry”)
City/Area
Requested Time (if urgent pickup)
Action needed (e.g., assign vendor within 2 hours)

✅ Step 3: Notify Operations (Slack or WhatsApp)

“Team, urgent lead [Name, Area]. Wants pickup in 2 hours or will cancel. Please assign vendor ASAP.”

✅ Tag relevant city head or ops lead.

✅ Step 4: Follow Up and Close

Call customer to confirm once action is taken
Update disposition status and add final remark:

Escalation closed – vendor assigned & pickup confirmed for 6PM

🧠 Best Practices

Escalate within 10 mins of identifying the risk
High-end leads = always escalate if unassigned for 1 hour
Document reason + action clearly in CRM/ticket