Add Resolution to Your Data

It’s good practice to create short, concise call flows for your customers but in doing so you are required compromise. A three-option menu may succeed from a customer experience perspective but fail in capturing the breadth of enquiry agents deal with every day. Using the Call Work Codes feature, we can get back some of that nuance.

Call Work Codes are identifiers predetermined by you to represent a call outcome. They are entered by an agent during or after a call to categorise it, and this detail is available in reporting.

The Nuance

A customer selected “Customer Service” from your menu, but what did they really want? To make a booking? To make a complaint? To order a pizza?

Each of these things say something about your customer behaviour, your call routing or in the case of the pizza, probably a marketing issue. Every agent has relevant knowledge that is never recorded, Call Work Codes unlock that information.

Pass Me The Dictionary

A number of Avaya products have this capability:

  • Avaya Call Management System (CMS)

  • Avaya IQ

  • Avaya Aura Contact Center (AACC)

  • Avaya Contact Center Select (ACCS)

In true Avaya style, the terminology differs from product to product: Call Work Codes; Activity Codes; and Classifications are all different names for the same concept. For simplicity, I’ll continue to use the term Call Work Codes here.

The Good

If your contact centre reporting is powered by one of the above products, you have everything you need. Implementation is simple, low risk and flexible regardless of the product.

Once enabled, you’ll have the ability to set the entry of Call Work Codes, per queue, to be optional or forced. This allows you to be precise and deliberate. To start, introduce and pilot the concept, then target areas where Call Work Codes will support your team or company objectives.

The Bad, the Ugly and the Awareness

The emphasis on a change like this needs to be operational. Consider training, how Call Work Codes fit into your processes and what you want from them.

The hard truth is, this won’t work everywhere and its effectiveness is contingent on agent buy in and behaviour. Educate your agents on the use of Call Work Codes and the importance of their accuracy to ensure reporting integrity.

This isn’t about just getting more data - it’s about increasing the resolution of the data you already have.

Laurie McLaughlin