Contact centres are fast-paced environments where advisors move quickly from one customer interaction to the next.
While efficiency and availability are essential, the emotional impact of difficult conversations is often overlooked. Increasingly, forward-thinking organizations are recognizing that supporting advisor wellbeing is not just a people initiative, it’s a performance strategy.
To find out more, Megan Jones spoke to Naomi Smith, Contact Centre Manager at Worcester Bosch, about how a simple but powerful tool known as the “Time Out” AUX code is helping create space for recovery, coaching, and long-term resilience.
Video: How Does a “Time Out” AUX Code Support Agents?
Watch the video below to hear Megan and Naomi discuss how a “Time Out” AUX code supports agents:
With thanks to Naomi Smith, Contact Centre Manager at Worcester Bosch, for contributing to this video.
What Are AUX Codes?
AUX (auxiliary) codes are status indicators used in contact centres to show how advisors are spending their time when they are not actively handling customer interactions.
Traditionally, AUX codes track activities such as breaks, training, meetings, or administrative work.
However, modern contact centres are expanding the purpose of AUX codes beyond operational tracking.
They are increasingly being used to support employee wellbeing, provide visibility into advisor needs, and enable managers to respond proactively when support is required.
The “Time Out” AUX code is one such example that BOSCH designed specifically to recognize the emotional demands of customer service roles.
How the “Time Out” AUX Code Works in Practice
Creating Space After Difficult Calls
At Worcester Bosch, the “Time Out” AUX code allows advisors to step away briefly after a challenging or emotionally demanding interaction, as Naomi explained:
“The code is for our advisors to select following a difficult call, so they can recompose themselves and get ready for their next customer interaction.”
Instead of immediately moving to the next call, advisors can take a moment to reset and recompose themselves.
This short pause acknowledges an important reality: not every customer interaction is routine, and some conversations require emotional processing before an advisor is ready to deliver their best service again.
By formalizing this pause within workforce systems, they remove any stigma around taking time to recover.
Automatic Visibility for Team Leaders
The process doesn’t stop with the advisor selecting the code, as when a team leader notices an advisor using the “Time Out” status, or sees that it has been triggered, they proactively reach out, Naomi continued:
“If one of our team leaders recognizes that a team member is on time out, they will reach out to that individual, check whether they need any additional support, whether they just need to talk through the call, and get any coaching techniques or tips back to them.”
This check-in ensures advisors are supported in real time, and sometimes that means simply talking through what happened during the call, but in other cases, it may involve offering practical coaching techniques or reassurance.
The goal is immediate human support, not just operational monitoring.
Turning Moments Into Development Opportunities
The initiative also looks beyond the immediate situation, so if reviewing the interaction highlights deeper challenges, additional support can be provided.
This may include:
- Coaching conversations
- Communication guidance
- Resilience or wellbeing training
- Ongoing performance support
By connecting individual moments to longer-term development, they ensure advisors receive meaningful help rather than temporary relief, Naomi concluded:
“If we listen to the call and realize that our advisor needs additional help, whether that’s resilience training or anything else, we will speak to them with regard to that as well.”
A Culture of Support, Not Just Recovery
What makes the “Time Out” AUX code effective is that it forms part of a wider cultural approach, as advisors are encouraged to prioritize wellbeing without fear of judgement, while leaders actively engage in supporting their teams.
The result is a system that balances operational performance with human empathy, that allows advisors to return to customers more focused and confident, while managers gain visibility into when support is needed most.
Why Wellbeing Drives Better Customer Outcomes
Supporting advisors ultimately benefits customers as well, as when employees feel supported, they are better equipped to handle complex or emotional conversations calmly and professionally.
Rather than viewing downtime as lost productivity, contact centres are beginning to see it as an investment, one that reduces burnout, improves engagement, and strengthens service quality over time.
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 24th Apr 2026
Read more about - Video, Call Handling, Employee Engagement, Employee Experience (EX), Health Wellbeing and Stress, Naomi Smith, Team Management, Videos
