Customer Call Types

Pathway is the application used to log each interaction received via the ACC Customer Centre (phone calls, emails, counter visits and web chats). Each interaction is logged by a Customer Centre agent under a Call Code based on what the interaction was regarding. The Call Codes may have attached workflows to ensure the correct department receives notification of the work required. General enquiry Call Codes do not require notifications to be sent but they are important to capture what the interaction with the customer was about.