The call centre not ready code (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.
The problem with using the call centre Not Ready button is we don’t really know 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.
Read more about AUX codes best practice.
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