What is a Wrap-Up Code?

Also known as ‘disposition codes’ or ‘call codes’, wrap-up codes are a quick way to summarise important information about an interaction.

What is a Wrap-Up Code?

Usually selected from a drop-down list of options, they will include details such as why the contact was made, what the outcome was, and whether any further action is required.

There is a wide variability in how different systems prioritise the data, but a standard set of wrap-up codes could look like this:

• Call Type: inbound, billing query
• Outcome: query resolved
• Next Action: N/A

Most ACDs, following a call, will place the agent in a ‘not-ready’ state, preventing further calls being routed to them while they complete after-call work (ACW).

Inputting wrap-up codes is commonly one of the essential pieces of ACW work the agent must complete during “wrap time“.

If detailed information about a call needs to be recorded, the agent will usually have the opportunity to attach notes to the customer file. Wrap-up codes, however, are only intended to record the broadest and most general information.

Some calls types are harder to categorise, and may not have an obvious corresponding code with which to record it. It can be useful to perform regular audits, identifying call types which do not have a corresponding code. This can also help to establish whether codes should be removed as process changes render them obsolete. Removing unnecessary codes limits the number of options an agent needs to search through.

The importance of wrap-up codes for planning means that some centres use the accuracy of codes as a KPI for individual agents. It is worth checking call codes when evaluating sample calls and informing agents that they will form a part of the marking criteria.

Key Benefits of Wrap-Up Codes

Because wrap-up codes can be linked to specific customers, they give at-a-glance information about that customer’s history with your business. For example, they may be a frequent caller, or someone who has recently complained about your service. Wrap-up codes can also signal the future value of leads, indicating a disconnected number, or a recipient who does not wish to be contacted.

Having this information at your disposal makes it much easier to tailor service to the individual.

Additional tools can be linked to the input of wrap-up codes. For example, when a call is coded as ‘follow-up required’, agents can be prompted to schedule a call, and a reminder can be generated closer to the time.

Wrap-up codes also give managers a broad overview of contact centre performance. Information about the number of sales closed in a week can help to guide your day-to-day strategy. Similarly, a large number of calls marked ‘disconnected’ might be the first indication of a serious technical issue.

Another major advantage is that wrap-up codes maintain consistency in how agents record call types. This makes it easier for planners to categorise calls and chart the success of different call types at different times.

Top Tips for Using Wrap-Up Codes

Here are some tips to help you get the best out of your wrap-up codes:

• Use the language that the customer uses, with examples for your advisors to reference.
• Use numbers for wrap-up codes and not just drop-downs. (This is especially useful if you currently have multiple drop-down options). After a while, most advisors will be able to memorise around 20 codes.
• Don’t use too many codes. Having too many gives you increased insight, but it also tends to deter an advisor from selecting the most accurate reason code.
• Allow advisors to add more than one code to each call.
• Give advisors the ability to add in their own code or comment for those that are not easily categorised. This will stop advisors from logging calls in the wrong category and distorting your data.
• It can also be valuable to capture customer emotions. Try experimenting with additional reason codes that give an idea of how the customer was feeling on the call.

Wrap Up-Code Abbreviations

We have also produced a comprehensive list of 541 of the contact centre abbreviations, in a contact centre abbreviations that can be used to speed wrap-up time.

Author: Megan Jones