Not Ready code

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.

Find a list of all the upcoming industry conference, training courses and more on the Industry Events Calendar >>>

Upcoming Industry Events:

Customer Service Emails – Dec 2020

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CX Skills

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

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This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

The Heart and Mind of a Winning CX Culture

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In this free webinar, Australia's leading customer service expert Jacquie Scammell provides some tips and insight into how to create a winning CX culture in your business.

Justin Tippett
About Justin Tippett 73 Articles

I'm the founder of CX Group Australia and one of the leading authorities on Contact Centres and Customer Experience in Australia. I help businesses to deliver and optimise their customer experience to deliver measurable business outcomes and was named as one of the Top 25 CX Influencers for 2019.

I'm also the person responsible for the memes on the Call Centre Legends page😮

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