In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
Not ready codes
The call centre not ready codes (aka not available) is an auxiliary code that is manually activated either on the phone or computer by a frontline call centre agent to block any calls, emails, live chat conversations etc from being presented to the agent.
Why a contact centre agent uses the call centre Not Ready code can be quite varied and include:
- Taking a drink
- Reading information
- Talking to their colleagues about what happened last night
- Catching up on Facebook
- Finishing some correspondence in relation to an enquiry
- Get some information from their Team Leader
Of course, I’m being a bit silly with some of those – you get the drift.
Are Not Ready Codes useful?
The problem with using the Not Ready codes in the call centre is they don’t really tell us what the agent is doing.
It might legitimately be related to work activity, or it could just be someone not wanting to do any work.
It’s a ‘catch-all’ button that simply tells us the agent wasn’t ready for their next call/live chat etc.
What’s the alternative to Not Ready Codes in a call centre?
Auxillary codes work like a Not Ready code, however, they require the agent to define WHY they are not available.
These can normally be configured in your call centre system/platform and the agent typically either enters a code in the keypad or select a reason from a drop-down box.
This enables much greater insights into the activities that are preventing the agents from handling the active workload.
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
