Aux time: what should it be used for?

Aux time: what should it be used for? Date: July 21, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Tom Falkowski, Director, Patient Access Strategies -- Allina Hospitals & Clinics Below is the Recording of the show:Speaker's Notes: Use of Auxillary states for call centers: Purpose: Manage the workload, create effective schedules, maximize service level, budget accurately for staffing. When you know what it takes to complete all the work, you can manage more effectively and make better decisions on resourcing the services. Types: Aux states- Unpaid - Lunch Paid - Break, Meeting, Training, Project, Email, Bio-Break, Automatic (Default, Extension Calls In or Out). Using Aux and Call Activities together will represent all staffed time in a center. Agent purposely select Aux to take themselves out of the call answering work state.  Generally it can be coded by the agent, using phone features to represent the activity that is being performed. Have a feature button programmed on the phone or the computer screen if CTI. Be sure everyone uses it the same, and understands the meaning. Great for mid to large call centers, especially ones that use WFM tool.  Create an understanding of shrinkage factors for scheduling, and also for budgeting.  Details can also be used performance management and for process improvement.  Some WFM packages can also use the AUX time to manage other processes, helping to appropriately schedule non-call activities. WFM can build in Aux segments to be timed best with staffing.  Projects, Meetings, Breaks and Lunches. Best to use real-time reporting to show AVAIL and AUX agents, and the length of time in state.  You can quickly lose control and have everyone in AUX states if you don"t watch. There is a tendancy for staff to use AUX when it gets really busy, and when staff is new or lacks training on calls that are coming in. The consideration for keeping simple non-aux workstates is when there are limited resources to answer calls.  These states need to be managed closely, both from a schedule adhearance as well as a real time call handling.  Can"t always count on blinking queue lights to get agents to change to available.  Can often see non-available work states abused, especially when supervisory resources are slim.   So, sometimes it is better to emphasize "Availability" vs. the details of non-call workload. Sometimes having an "everyone" available timeframe is essential.  It makes sense to limit the reporting needs of Aux when either seasonal volume or promotional volume hits unexpectedly.  When calls go deeply into queue and seem endless, adopting the everyone available methodology can get calls out of queue and fairly distribute work.  People in AUX are the reserve to call on.  Typically can adjust non-call activities or delay that work in a manner which is much less visible to a customer. Abuse can include changing the workstate of the phone to make other team members look available longer....therefore avoiding calls. The other is to login, but not to hit the available button...show as logged in but not getting calls routed.  If you don"t set specific parameters on projects or other activities, agents will spend more time than planned or do it when they need to be on calls.  Use scheduling and adherence rules? Many center have rules to minimize AUX for agents, especially the areas with high productivity needs.  Those same centers use "Escalation" teams, "Seniors" or "Leads" who take the more difficult calls or work on other projects.  Those teams generally have liberal AUX rules.  Be sure to monitor those teams closely, as they often turn the most productive people into much less productive people, as the supervision watches everyone else. Generally speaking, AUX utilization needs to be determined by the management of the team.  It is better to control the use of it, and monitor all activity. But it can be extremely beneficial when used correctly. For more show recordings please visit www.calltalk.tv/Audioarchives or Calltalk archives in Benchmarkportal's website