1-Click Trackers/Wrap Up Codes

Wrap Up Feature

Interested in monitoring the type of calls your call center takes? Looking for ways to improve its efficiency or to find areas where better training is needed? With this release you can activate Phone Operator Wrap-up Codes to assist you in all of these areas.  

First you configure the Call type and Primary reason for call codes from this screen. Once these are configured, turn on the Phone Operator Wrap-up feature via the Teller/Member Service Workflow Controls screen

Then  when an employee exits Phone Operator, either by using the up arrow or selecting to work another account, the Phone Operator Wrap Up screen appears and requires the employee to indicate the type of the call by selecting a configured Call type code (for example: simple vs. average vs. complex, or perhaps account inquiry vs. loan lead vs. hours/general info). Your credit union can also require the employee to select a configured Primary reason for call code to further explain what they did for the member. (Examples might be password reset, hot card and fraud research.) (What is required is configured in the Teller/Member Workflow Controls.)

How long was the call operator on the call?  

When the employee clicks the Save/Done button (Enter), these codes, the date, time, user ID, and account number are recorded in the database table (WRAPUP) for later research. The WRAPUP file also contains the length of time the call center employee was on the call and assisting the member.  This can be found on the "Length of call in seconds" column in the table.  Wrap up code data will be retained for six months.

We recommend that you create generic codes for staff to use if they should access Phone Operator during non-member-facing activity, so this does not skew your wrap-up code analysis.  

  • NOTE:  You can also elect to restrict the employees required to enter wrap-up codes.  Refer to the "Excluding Users from the Wrap Up Code Feature" section below.

1-Click Trackers

1-Click Trackers allow you to configure Wrap Up feature to write out a Tracker note automatically after each call. This saves your call center operators from having to remember to log their conversation, providing some consistency in your Tracker records, and speeding up the time it takes to start serving the next caller in line.

How it Works

The power of the 1-Click Trackers is how you configure the Primary Reason for Call Detail screen.  This allows you to determine which type of answer (canned or detailed), you wish the use.

Chose from two options for configuring Primary Reason to Call:

  • Standardize the Tracker text that is recorded

  • Use standard note content, allow edit

Both options provide Tracker conversations with a specific configured Memo Type so you can review how credit union call center spends their resources and for further improvement analysis.

Primary Reason to Call Options 

Learn more here: Primary Reason for Call Detail screen

Select "Use standard note content only" to compose canned text that will appear in the Tracker each time that primary subject to call code is used.  

  • With this option you enter your tracker comment that will be automatically added to the Tracker type selected in the Primary Reason for Call Detail screen.  When the operator exits Phone Operator, they enter the call type and primary subject to call codes on the Phone Operator Wrap Up screen,  Next the entry Tracker conversation screen will appear with defaulted items from the Primary Subject to Call configuration such as Memo Type and whether the Tracker requires a follow up.  The operator then exits this screen and the configured Tracker comment is entered as the Tracker text.  The operator then can assist the next caller.

Select "Use standard note content, allow edit" if you want the operator to manually enter a Tracker conversation each time they use that primary subject to call code.  This will allow the call center employee to enter a personalized note on the Tracker.

  • This option follows the same pattern as the option above with one difference.  With this option when the operator exits the entry Tracker conversation screen they will move on to the screen where they enter the Tracker text.  (This selection will allow the operator to leave a message.)  After this step is completed, the operator will be able to assist another caller.  As with the other option a Tracker record will be recorded.

Both options provide Tracker conversations so you can review how your credit union call center spends their time for further improvement analysis. 

Excluding Users from the Wrap Up Code Feature

You can activate the Wrap Up feature so that only select employees need to enter wrap up code information upon leaving Phone Operator.  In this way you can apply this feature to only your call center employees, for example.  To activate this selective use of the Wrap Up feature make the following change in Tool #1005 Workflow Controls: Teller/Member Service. For "Phone operator wrap up" and "Show to," select "Flagged IDs only" instead of "All emp IDs."  Then in the Employee Security/Special Security Profile of the employee check "Require wrap-up codes."  These employees will need to enter the codes when leaving Phone Operator.  Then as you hire a new call center operator or adjust responsibilities for an employee, you’ll simply need to adjust their Employee Security/Special Security to activate the wrap-up process for them.