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 determine further processing.
For example, an ACME sales representative, who is processing a sales campaign for a new product, places outbound calls to prospective 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
- An administrator predefines a list of transaction codes used to describe the purpose of an interaction, or probable outcomes for an interaction.
- An agent applies a call disposition from the predefined list of transaction codes during the processing or post-processing stage of an interaction.
- A supervisor reports on call disposition for further analysis and to determine further processing.
When do you use transaction codes?
Transaction codes are mainly used to:
- State the purpose of interactions.
- Indicate the outcome of inbound and outbound interactions.
State the Purpose of Interactions with Transaction Codes
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.
Indicate the Outcome of Interactions with Transaction Codes
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 an 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||
|Indicate the outcome of an interaction||