What is After-Call Work (ACW)?

After-Call Work (ACW) refers to the tasks that a call center agent completes after finishing an interaction with a customer. These tasks, sometimes called post-call processing, can include sending follow-up emails to customers or internal departments, logging call details in a database, and scheduling any necessary follow-up actions. ACW is crucial for ensuring that customer interactions are properly documented, and any required actions are taken promptly.

How to Calculate After-Call Work (ACW)

ACW is typically measured in terms of the average time agents spend on post-call tasks. This can be calculated by dividing the total time spent on ACW by the number of calls handled. For example, if an agent spends 100 minutes on ACW for 50 calls, the average ACW time would be 2 minutes per call.

Why After-Call Work (ACW) Matters

ACW is important because it directly impacts the efficiency and effectiveness of a call center. Efficient ACW ensures that customer issues are resolved quickly and accurately, leading to higher customer satisfaction. Additionally, minimizing ACW time can help increase the overall productivity of call center agents, allowing them to handle more calls and reduce wait times for customers.

Factors Influencing After-Call Work (ACW)

Several factors can influence the amount of time spent on ACW, including:

• Complexity of the call: More complex issues may require more detailed documentation and follow-up actions.
• Agent experience: Experienced agents may complete ACW more quickly than newer agents.
• Tools and technology: Efficient CRM systems and automated tools can reduce the time needed for ACW.
• Training and processes: Well-defined processes and thorough training can help agents complete ACW more efficiently.

Strategies to Improve After-Call Work (ACW)

To improve ACW, call centers can implement several strategies:

• Automate repetitive tasks: Use automation tools to handle routine tasks such as data entry and follow-up emails.
• Provide comprehensive training: Ensure agents are well-trained on ACW processes and tools.
• Optimize workflows: Streamline ACW processes to eliminate unnecessary steps and reduce time spent on each task.
• Monitor and analyze ACW: Regularly review ACW metrics to identify areas for improvement and implement changes as needed.

Related Terms

• Average Handle Time (AHT): The total time spent on a call, including talk time and ACW.
• First Call Resolution (FCR): The percentage of calls resolved on the first contact without the need for follow-up.
• Customer Satisfaction (CSAT): A measure of how satisfied customers are with their interactions with the call center.

Conclusion

After-Call Work (ACW) is a critical component of call center operations, impacting both customer satisfaction and agent productivity. By understanding and optimizing ACW, call centers can improve their overall efficiency and provide better service to their customers.