It’s good practice to create short, concise call flows for your customers but in doing so you must make a compromise. A three-option menu may succeed on customer experience but fail in capturing the breadth of enquiry your 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.
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, a marketing issue. Every agent has knowledge that is never recorded, Call Work Codes unlock that information.
Pass me a 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 use the term Call Work Codes here.
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 your product.
Once enabled, you’ll have the ability to set the entry of Call Work Codes, per skill, to be optional or forced. This allows you to be precise and deliberate - pilot and introduce 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 your agent buy in and behaviour. Educate your agents on the use of Call Work Codes and the importance of their accuracy to ensure integrity of your reporting.
This isn’t about just getting more data - it’s about increasing the resolution of the data you already have and giving you something actionable where a skill report would not.