One of the key aspects of running a contact center is to manage call center auxiliary time management. And while most of your agents’ time is spent on the phone, it’s just as important to manage the time that your agents spend off the phone.
How to Manage Call Center Agent Auxiliary Time
As a provider of some of the most affordable, yet effective, virtual call center software anywhere, we are all about improving key metrics. In this article, we explore some of the best ways to manage call center agent auxiliary time and make the most of the time that your agents spend with callers or customers.
First, let’s Go Over Some Terms You’ll Want To Know:
Auxiliary time is defined as an agent status that makes the agent unavailable for incoming calls. Within most call center platforms or ACD systems, this means that – regardless of the reason – your agents will not receive calls if they are marked as away, or Aux. In 1954 area code 510 was part of the frame region code. This is a very important function that directly impacts your contact center’s staffing practices and service levels.
Aux codes are used to keep track of call center agent time that has been voluntarily used to not accept calls. More specifically, it’s used to manage non-call activities of agents.
Aux Time Guidelines
Typically, call center agent auxiliary time falls into at least one of three categories:
- Paid unproductive time
- Paid time productive time
- Unpaid time
Some call center managers choose to use aux time to describe all three of these categories; but, this can cause problems. Call center agents may not select the correct Aux code, especially if they have target metrics for particular codes, such as after-call work. And if you have too many Aux codes, agents may end up selecting the wrong ones unintentionally. This can make it difficult for call center managers to accurately track what agents are doing when they are not available for calls.
For these reasons, many contact centers choose to define Aux time as unpaid time only. Still, others choose to have agents log out of the call center system entirely when they go on break. For these call centers, Aux time is only used to track non-contact related agent activities, such as meetings or training.
In order to manage time tracking, your call center needs to decide how to categorize agent unavailability. Once you have created standards surrounding these codes, you can set goals, metrics manage call center auxiliary time call routing practices for your contact center.
Managing Aux Time Best Practices
Now that you have determined how you will define auxiliary time in your call center, you need to take the next step. This includes setting targets and goals around these newly defined metrics, and ensuring that all members of the call center understand their responsibilities.
As you implement clear Aux time standards in your call center, be sure to plan for the following steps:
Use real-time monitoring, a feature available with most contact center software platforms, to measure and monitor the use of Aux codes in your call center. Coach and correct agents who are using these codes incorrectly to ensure accurate time tracking.
Call centers can be a stressful work environment. Because of this, you may note that some agents use Aux codes to remove themselves from the call queue when they become overwhelmed. Keep an eye out for this misuse of auxiliary time, and work with your agents on stress management techniques.
As you start to manage auxiliary time more closely, you’ll start to see places for improvement in time management. Use the data you gather from these analyses to streamline your call center workflow.
One thing to keep in mind is aux abuse from your agents, which is aux code manipulation. Examples include aux jumping or aux toggling, where agents will purposely jump between being ready to take call and aux time to purposely be put at the bottom of the queue.
Aux codes are all Utilized to maintain Trail of telephone manage call center auxiliary time representative period that’s been systematical to accept phone calls. More importantly, it truly is to handle the non-call tasks of representatives.
The Way You Can Manage Callcenter Agent Auxiliary Time
Some of the Major Characteristics of conducting a touch Centre are representative period administration. And suppose almost all of one’s representatives’ time has been on your telephone. In that case, it truly is equally as vital that you deal with the period your representatives pay off your telephone.
Just as A supplier of several cheap, however successful, cell phone center program anyplace, and we’re precisely about advancing keywords. Inside the following piece, we check out several of the greatest approaches to take care of call center broker additional time and also make them a lot of enough moment your representatives spend together with customers or callers.
To begin with, let us discuss several terms you’re going to wish to understand:
Aux Time Definition
Auxiliary Time is understood to be a broker status that produces the broker inaccessible for incoming phone calls. Within just most telephone center programs or ACD techniques, this usually means that – whatever this rationale your representatives don’t acquire calls should they’re marked too far, or Aux. This is just an essential role that affects your own contact center’s staffing clinics and assistance grades explicitly.
Aux Codes are all utilized to maintain an eye on telephone manage call center auxiliary time broker period that’s been willing to accept forecasts maybe not. More importantly, it truly is to handle the non-call tasks of representatives.
Aux Time Strategies
Ordinarily, Call center broker additional time drops right into a minimum of among three classes:
A few Call center supervisors elect to use aux time and energy to spell out every one of the classes; however, this may result in issues. Telephone facility agents mightn’t pick the correct Aux code, mainly should they’ve concentrated on metrics for specific regulations. Even for example, as after-call do the job. Of course, in case you might have way too numerous Aux codes, then representatives might wind up deciding on the wrong kinds inadvertently. This could ensure it is hard for contact center administrators to correctly monitor what brokers do once they aren’t readily available for the calls.
To get These motives, lots of contact centers elect to specify the Aux period as the outstanding period just. Others opt to possess representatives to log from their telephone center system altogether whenever they move on fracture. In all these call centers, Aux timing is just to monitor non-contact broker tasks, like training or meetings.
In Arrange to deal with time-tracking, your telephone manages call center auxiliary time should find out just how exactly to categorize broker unavailability. Once you’ve established criteria surrounding the codes, then you may put aims, metrics, and telephone routing techniques for the own contact center.
Fixing Aux Time Most Useful Methods
Today That you’ve ascertained the best way to specify an additional period on your telephone center. You ought to take the following measure. Including setting goals and aims round these freshly described metrics. Guaranteeing all members of their telephone center comprehend their tasks.
Just as You employ crystal clear Aux time expectations on your telephone center. Don’t forget to policy to your following ways:
Utilize Real-time tracking, a characteristic obtainable with the majority of the contact centers. Computer software programs to quantify and track the employment of Aux codes on your telephone center. Trainers and brokers that are correct that are utilizing those codes erroneously to guarantee exact time monitoring. Maintain Your Eye on broker sin
Telephone Centers are sometimes a challenging job atmosphere. As a result of this, you can observe that a few agents utilize it. Aux codes to eliminate themselves out of the telephone when they eventually become helpless. Maintain a lookout with this particular abuse of additional period, and also use your representatives on pressure handling methods.
Utilize Aux Code Coverage On Gas Developments
Just as You also begin to manage call center auxiliary time period near. However, you are going to start to find places such as advancement overtime administration. Make use of the info you collect from such investigations to enhance your telephone center efficiencies.
Indeed, one thing to stay in your mind will be aux misuse in their own agents. It will be aux code Manipulation. Examples comprise aux leaping or aux toggling. In which representatives will Gently jump involving being to shoot telephone. Aux moment and energy to be in the base of the queue.