Glossary
After Call Work (ACW) is a totality of actions agent has to accomplish after the call, includign putting customer data into the customer card, updating system, changing status and setting follow-up conditions.
After call work is one of the most important call center metrics, as it points to how much time agent is unable to take further calls as he is working with the data from the previous one. After Call Work is measured both for certain agent and as average for the team.
The key idea is that ACW refers to any work agents need to complete immediately after a customer call, such as updating records, logging notes, scheduling follow-ups, etc. The synonyms capture the concept of tasks performed after the live call interaction.
ACW time is crucial for several reasons. Firstly, it allows agents to document the interaction accurately, ensuring that customer information and requests are captured correctly. Secondly, it enables agents to complete any necessary post-call tasks, such as updating customer records, scheduling follow-ups, or escalating issues to the appropriate departments. By dedicating time to ACW, agents can provide a better overall customer experience and improve service quality.
Common ACW activities include updating customer relationship management (CRM) systems with call notes and details, sending follow-up emails or documentation to customers, processing orders or requests, scheduling appointments or callbacks, and conducting any research or investigation required to resolve outstanding issues.
The ideal ACW time can vary depending on the complexity of the customer interaction and the specific tasks required. Generally, it should be long enough for the agent to complete all necessary follow-up actions efficiently, without feeling rushed or overwhelmed. However, excessive ACW time can impact productivity and overall operational efficiency, so it’s essential to strike a balance.
Yes, most contact center software and workforce management tools have features that allow for tracking and monitoring ACW time. This data can provide valuable insights into agent productivity, workload distribution, and areas for process improvement. Supervisors can use this information to identify opportunities for agent coaching, training, or workflow optimization.
To optimize ACW time and improve efficiency, consider implementing the following best practices:
Provide clear guidelines and training on ACW procedures and expectations
Encourage agents to take concise and accurate notes during interactions
Integrate CRM systems and workflow automation tools to streamline post-call tasks
Monitor ACW time regularly and provide feedback to agents
Identify and address any recurring issues or bottlenecks that may be causing excessive ACW time
Promote a culture of continuous improvement and encourage agents to share feedback and suggestions
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