What is not ready code?
The call center not ready code, also known as not available, is an auxiliary code that a frontline call center agent manually puts on the phone or computer to prevent any calls, emails, or live chat sessions from being given to the agent.
The issue with using the call center not ready button is that management has no idea what the agent is doing. It might be legally connected to job activities, or it could just be someone refusing to do any work.
What is auxiliary time?
Auxiliary time is an agent status that prevents the agent from taking incoming calls. This implies that, regardless of the circumstances, the agents will not receive calls if they are classified as away, or aux, in most call center platforms or ACD systems.
This is a crucial component that has a direct influence on the staffing methods and service standards of the call center.
What is auxiliary code?
Auxiliary codes are used to monitor call center agent time that has been voluntarily used to decline calls. It is specifically designed to control agents’ non-call activity.
Managing auxiliary time best practices
Here are the best practices for auxiliary time, which include defining targets and goals. It guarantees that all call center agents are aware of their responsibilities.
Measure, monitor, and coach
To assess and monitor the usage of auxiliary codes in a call center, use real-time monitoring, which is a function offered on most call center software platforms.
To guarantee proper time tracking, guide and advise agents who are using these codes inappropriately.
Keep an eye on agent morale
When call center agents feel overloaded, they may use auxiliary codes to remove themselves from the call queue. Keep a close watch out for this waste of auxiliary time and collaborate with your agents on stress management strategies.
Use auxiliary code reporting to increase improvements
As you start to handle auxiliary time more closely, you will notice areas for improvement in your time management. Use the information obtained from these investigations to improve the efficiency of your call center’s process.