Definition: After Call Work (ACW) refers to the time an agent spends on tasks related to a customer interaction after the call has ended. It includes activities such as updating customer records, completing call notes, sending follow-up emails, or any other post-call tasks necessary to wrap up the interaction. The ACW state makes the agent unavailable to receive the next customer or interaction and is usually triggered automatically once an interaction ends. Any work done on customer cases while they are active is not considered After Call Work. This work time is captured in work or talk time or hold time, depending on the state that the representative is in.
Calculation: (Handle Time – (Talk Time + Hold Time))
Benchmark: Generally around 30-60 minutes per interaction
Importance: ACW work is essential to allow agents to complete necessary administrative tasks, document customer interactions, and ensure accurate information is captured for future reference. It also ensures time is allotted to properly address customer needs and provide comprehensive solutions, which positively impacts customer satisfaction.
Strategies to Optimize After Call Work:
- Training and Familiarization: Provide agents with comprehensive training on the call center software and tools to expedite after-call tasks efficiently.
- Standardized Processes: Implement standardized procedures for after-call work to ensure consistency and accuracy in customer data and documentation.
- Automate Repetitive Tasks: Utilize automation tools to streamline routine after-call tasks, reducing manual effort and minimizing ACW time.
- Provide Clear Guidelines: Offer clear guidelines and expectations to agents regarding the time allocated for after-call work, enabling them to prioritize tasks effectively.
- Real-Time Monitoring: Employ real-time monitoring of ACW to identify bottlenecks and areas for improvement promptly.
- Balance Workload: Avoid overburdening agents with a heavy call volume, which may lead to rushed after-call work or spending excessive time to insert breaks between interactions.
Alternate Terms: ACW, Wrap Time,