ACW and AUX Codes for Outbound Calls

[p26974]

Do any/many organisations have AUX codes specifically for particular areas of outbound calling?

If so, can you let me know what codes you have for your business?

Alternatively, do your Agents make immediate call backs whilst they are in ACW, or do they use a particular work state?

Any and all responses are very welcome

Mark

 

[RGarcia87]

In our center if the agent is in a "ready" state and makes an outbound call, the state changes to Aux code 0. We've named that code "not ready". Our agents aren't instructed to go into a particular state to make outbound calls.

 

[p26974]

Thanks for that Rich

Can you tell me what company/business you're in, and what sort of calls are Outbound (ie, is it that you have a scheduled outbound function, or are you an inbound centre making call backs??)

 

[RGarcia87]

I work for First Data.

We are an inbound center making call backs. No dialer.