Inbound Call Auxiliary Time

Definition

What is inbound call auxiliary time?

Inbound call auxiliary time is an agent status used to make inbound call center agents inaccessible for voice calls. The calling program is switched off during Auxiliary Time (AUX). Call center agents do not answer calls while they are in the auxiliary job state.

Aux codes are essential for monitoring call center agent time that was used to decline calls. It is useful to control the call center agents’ non-call activities.

An AUX state has three categories:

  • Paid but ineffective time: team meetings, training, breaks, and so on.
  • Paid efficient time: Project time, call wrap-up time, and so on.
  • Unpaid time: Breaks for tea and lunch

Best practice for inbound call auxiliary time

Aux time is known as the unpaid time in many inbound BPO companies. When agents go for a break, some call centers need to log out. Inbound call auxiliary time’s primary role is to oversee non-call operations. AUX is critical for handling and improving service levels and the labor force.

Best practice for inbound call auxiliary time
Best practice for inbound call auxiliary time

Assess, track, and coach agents who are using these codes incorrectly. To measure and control the use of aux codes in your call center, use real-time reporting on most call center software platforms. 

Stay updated on the morale of the agents. Call centers can be a difficult place to operate. Agents use aux codes to exit the call queue when they become overburdened. Take a note out of this waste of auxiliary time and consult with the agents on stress factors.

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