Contact-centres.com has published ‘How to get from Aberdeen to Wells avoiding ‘Other‘, an article by Dan Somers of Warwick Analytics that looks at the issue of incorrect wrap up codes/dropdowns being selected by agents and also how to avoid ‘other’ being a catch all category.
Inputting wrap-up codes is a standard piece of ACW work a contact centre agents typically completes. It allows a call to be classified so insight can be extracted on popular topics, locations, type of caller and so on. Some contact centres also use the accuracy of codes as a KPI for individual agents.
However, too many lengthy dropdown lists are proving too laborious for many contact centre operatives – we call this ‘Aberdeen Syndrome’.
So how can you get from Aberdeen to Wells avoiding ‘other’?
The answer is in auto-tagging or auto-classification, made possible by the latest in AI and machine learning. Specific information can be requested and automatically identified from a call, email or other piece of customer feedback such as online chat. The wrap up codes are populated automatically, significantly reducing call wrap up time.