Wrap-up codes summarise the outcome of a customer interaction. They help track call reasons, improve reporting, and streamline follow-up actions.
Where the call involves multiple, apply the following order:
- Phone Issues
- Not Council Related
- Payment
- Report
- Transfer
- Phone Message
- Enquiry Resolved
Where phone issues prevented you from handling the call
E.g.
Non Council related enquiries
To be used when you receipt a payment for the caller.
Where you raise a Merit for action to be taken (other than calling the customer).
E.g.
Where you transfer the call to another person, team or organisation (including our contractors)
E.g.
Where you take a message for another person or team to phone the customer (including when the message is sent via Merit)
E.g
Where you resolve the customers enquiry without transferring their call, taking a message for someone to call them back or raise a report
E.g.