June 06, 2018 by Matt Beatty

Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.


If your organization is running the Mitel MiVoice Connect Contact Center (formerly ShoreTel ECC), then using wrap codes to identify call types makes a granular level of clarity possible for the agent, their manager, and leadership in a contact center.


This is exciting stuff, right?


What’s more - the data surrounding wrap codes become signposts towards finding automation and process improvement opportunities in your contact center which will allow your agents to focus their efforts on other calls or responsibilities.


This video below is here to show you exactly how it’s done:




So, there are a couple way to use wrap codes to drive operational efficiency through automation and training.


The first way involves following your team’s Call Count by Wrap Code closely.


Need a quick lesson on Wrap Codes?


Wrap Codes are the tags that associate calls with frequent customer interactions to note the nature of the call with the customer.


For example, a state park might have wrap codes on common call reasons like park hours, trail information, and campground reservations.


Call count keeps track of what customers are most frequently calling about.


To get a visualization on this, this chart exemplifies the number of calls a municipality receives based on the corresponding wrap codes.




In this case, now that we know that most people are calling for their Account Information, we can find ways to automate customers accessing their Account Information.


For example, if this is information they can find online, it could be a good idea to play a message to the caller letting them know where exactly they can find their account information online.


This would decrease the Account Information request and allow the agents to focus on their other job duties.


Eventually, the team’s call volume would decrease over time and reduce the team’s abandon rate. And a lower abandon rate is *almost always the best goal for your team to meet.


The next metric we’re going to discuss is Average Call Time by Wrap Code. The chart below shows a powerful way to visualize the magnitude in differences of the Talk Time/Treatment Time for different types of calls.




Average Talk Time by Wrap Code allows you to see which customer interactions are taking your team the longest to solve.


Now, This Is Starting To Get Interesting


It’s startling to see that “Leaks/Usage” is taking these agents about a minute and a half longer than any other call type to manage.


Obviously, this is an issue. So, the first step here is to find out what the agents think is going on.


Is it possible that they your team is undertrained in handling this issue? Could it be that they are unfamiliar with how to manage this type call?


If that’s the case, more training for your agents is likely the right route to take.


But what if it’s your callers who are taking too long to provide vital information. This means your agents are not driving up your talk times; your callers are the real culprits.


In this case, your customers are taking much too long looking for information while the agent is wasting their time waiting around for the customer.


A problem like this can be solved by allowing the IVR take account information before the caller even reaches an agent. Essentially, you’d be solving a problem before it would even happen.


If this isn’t an option, record a message to make your callers aware that they should have their account information ready before an agent jumps on the line with them.


This will decrease treatment average time, then increase agent availability. Thus, the number of calls an agent can field will improve too!




Being able to track and visualize the amount of time it takes your agents to handle certain types of calls, and how frequently each type of call occurs is a huge key to finding automation and training opportunities in your call center. This helps provide your callers with an even better customer experience.


This is the fourth of a 4-part series of blog posts about the 5 Key Metrics Every Call Center Manager Should Master video series.

Learn about Part 1: Do I Really Need a 0% Abandonment Rate?

Interested in Part 2? Agent Productivity: The Good, The Bad, The Cherry Pickers

Here's Part 3: Let's Talk Balancing Staffing Levels


Curious on how to set up these metrics in your own Brightmetrics environment?

The how-to on Part 1: Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What Are We Gonna Do?

Here’s Part 2: Check Out the Big Transfer Rate on Brad

Ready for Part 3? But Really, How Do I Build that Agent % Available vs % Calls Answered Already???

Make the charts in this blog! London Calling... Again? Could Wrap Codes Help Answer: "Why?"


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