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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.