In a call center setup – the conversation with the client does not terminate once the call ends. There is a vital stage right after each customer interaction, wherein employees do important activities. The stage called “After Call Work” (ACW) affects efficiency, accuracy, and the entire customer experience.
What Is After Call Work (ACW)?
After Call Work (ACW) is the set of tasks carried out by the call center agent after the completion of a customer’s contact and prior to handling another call.
- ACW refers to work done after the conclusion of a call
- Activities include updating the CRM system, writing notes, and setting reminders for future calls
- Alternatively known as wrap-up time or post-call activity
- Occurs before the agent is ready to handle another call
- This significantly impacts the productivity and efficiency of agents
To put it simply, ACW entails completing each customer call.
What Tasks Are Included in After Call Work?
Post-call activities involve various processes on the backend side – that help prepare for future transactions.
Typical Post-Call Activities
- Recording the notes of the call and its result
- Updating customer data in CRM applications
- Categorizing the call based on the reason
- Scheduling future calls or reminders
- Escalating problems to the concerned departments
- Sending email confirmations
The above post-call activities ensure proper documentation and continuity of customer service in future transactions.
Where ACW Fits in the Call Flow
ACW is the designated phase in the call handling procedure.
Call Handling Procedure
- Phone call from customer starts
- The agent responds and solves the query
- Phone call ends
After Call Work (ACW phase begins)
- Agent finishes paperwork
- Agent is ready for another call
The agent will not be able to take any other calls during the ACW phase.
Why After Call Work Is Important
ACW is more than administration; it is crucial to the performance of call centers.
Benefits
Provides Proper Documentation
Records all the required information for later use and saves time from repeated explanations by customers.
Enhances Customer Experience
The right follow-up and documentation will make things easier in the future.
Facilitates Cooperation Between Teams
Through escalation and documentation other departments can deal with ongoing problems effectively.
Influences Important Performance Measures
ACW is part of AHT that affects overall performance.
Helps Make Informed Decisions
The data collected during ACW assists managers in analyzing inefficient processes.
How After Call Work Is Measured
ACW is an important indicator for measuring call center performance, especially that of agents.
Formula for Calculating ACW
Total ACW Time
- Number of Calls
- ACW Benchmarks
- Normally varies from 30 to 90 seconds per call, depending on call complexity.
- Sometimes, ACW may go beyond 90 seconds for complicated calls.
A small reduction in ACW can substantially improve call volume – with no additional staffing required.
Pros and Cons of After Call Work
Pros
- Precision in information recording
- Enhances customer services
- Helps in resolving issues
- Helps in evaluating employee performance
Cons
- Increases overall processing time
- Reduces agent availability during peak hours
- Ineffective if not well managed
- Can cause a delay – when done manually
When Should You Focus on ACW Optimization?
The importance of ACW arises as soon as inefficiencies – begin impacting performance.
Key Indicators
- High Average Handle Time (AHT)
- Long customer waiting periods
- Low agent efficiency
- Poor documentation standards
- High number of call backlogs
Who Should Pay Attention to ACW
- Call center managers
- Operations teams
- Workforce management teams
- Customer support managers
Common Challenges in After Call Work
- Data entry delay due to manual input
- Discrepancy in the notes made by agents
- Integration problems between different tools
- Heavy workload for agents during peak times
- Insufficient training of post-call actions
Properly handled, otherwise, ACW could be a roadblock to efficiency.
Best Practices to Improve After Call Work
Automate Repetitive Tasks
Use CRM and AI technologies for automating information input and summary.
Process Standardization
Develop specific templates for call notes and follow-ups.
Effective Training of Representatives
Offer training in efficient information logging – and time management.
Apply Smart Technology
Employ software combining calls, CRM, and ticketing systems into one.
Track ACW Performance
Monitor performance metrics – and look for ways to improve.
Striking a Balance Between Speed and Accuracy
Efforts to reduce ACW must not sacrifice data accuracy.
Frequently asked questions
What is meant by after-call work in call centers?
After-call work refers to tasks performed by an agent after completing a conversation with a customer and comprises log updates, taking notes and similar tasks.
BPO is the outsourcing of particular activities, while BPM includes the management and optimization of the complete business process.
Why is there a need for after-call work?
It facilitates record keeping, follow-up planning, provision of quality services to customers, and performance metrics – such as average handling time.
How long does ACW take?
The average time for ACW is about 30-90 seconds but its exact value varies depending on the type of calls.
How is ACW different from average handle time?
ACW is defined as the duration of work done post-call, whereas the average handling time encompasses the talk time, hold time and ACW.
