Transaction codes offer a means to apply call disposition to inbound as well as outbound interactions. Each inbound or outbound interaction in a call center has some purpose and disposition. Transaction codes can be defined to collect call disposition information from the agents at the time of the call and supervisors can report on this information for analysis and to determine further processing.
For example, an ACME sales representative, who is processing a sales campaign for a new product, places outbound calls to prospect customers. The representative can record the result of each interaction with predefined transaction codes, such as Successful Sale, Prospect Interested - Call back, Prospect not Interested - Do not call back, Reached Voicemail, and Faulty Number. Further in the sales process, you can define transaction codes to identify various stages of the sales process, and apply the codes to convey the status and result of each interaction.
Using the transaction codes functionality:
Transaction codes are mainly used to:
Each interaction from and into your call center has a purpose. You can define transaction codes to state the purpose of these interactions. When an agent processes an interaction, they can indicate the purpose of the interaction by selecting one of the transaction codes available.
For example, in a call center which combines Sales, Support, and Service calls, you can indicate the purpose of each interaction using a set of transaction codes, such as Sales Call, Support Call, and Service Call.
Transaction codes allow your call center agents to record the purpose and outcome of inbound and outbound interactions. You are labeling an interaction with codes for further analysis or follow-up.
For example, when a ACME sales representative places sales calls, they can indicate the outcome of each interaction with predefined transaction codes, such as Successful Sale, Prospect Interested - Call back, and so on. At the end of the day, when the management runs a transaction report, the report indicates statistical information about sales, as well as transaction codes that prompt follow-up actions. For records that are labeled Prospect Interested - Call back, agents need to place follow-up calls. Records that are labeled Prospect not Interested - Do not call back must be filtered from the list.
Typically, you can define transaction code lists for a sales team to understand how many calls they made, how many resulted in sales, how many resulted in faulty numbers, etc.
The following table lists the uses of transactions codes with corresponding examples:
|Reasons for Using Transaction Codes||Examples of Transaction Codes|
|State the purpose of an interaction||Sales Call
|Indicate the outcome of an interaction||Prospect Interested – Call Back
Prospect not Interested – Do not Call Back
Reached Voicemail – Try Again
Understanding the process flow of your company provides a good basis for defining transaction codes. You may create multiple transaction code lists to define the purpose and outcomes of interactions for a particular process. For example, sales campaign interactions may have multiple outcomes that differ from support-related interactions. An agent can select one or more outcomes for an interaction.
Each transaction code list contains a set of codes to identify the call disposition. A transaction code list can be assigned to an agent group or to a queue. You can apply multiple disposition code lists to an agent group or a queue. When an agent accepts a call, all code lists assigned to the agent group or queue are presented in separate tabs. An agent may select one or more codes from a single list and/or save desired codes from multiple lists. A call coded from multiple lists shows as a separate record.
To define transaction codes for disposition, you must:
To create transaction codes, you must:
During the processing of an interaction, a transaction code list is presented to an agent in Agent Console under the following circumstances:
From the presented code list, an agent selects transaction codes:
An agent assigned to a call disposition list is presented with the code list during an interaction. The agent may select and save one code or multiple codes from a list anytime during the interaction or post-processing. When an agent is a member of the group or queue assigned with multiple lists, all lists are presented to the agent in separate tabs when they accept a call. The agent may select and save codes from multiple lists. The selected codes appear in historical reports.
Supervisors generate historical reports to get call disposition information for analysis and to determine the need for follow-up actions based on transaction codes, also known as wrap-up codes. The following reports list transaction codes used during agent interactions:
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