After-Call Work (ACW), sometimes referred to as "wrap-up" time, is the time that an agent spends completing tasks related to a customer interaction after the call has ended.
These tasks can include:
Logging call details: Agents may need to log notes about the interaction, including the reason for the call, actions taken, and any follow-up required.
Updating customer records: Agents may need to update customer information in the company's database or customer relationship management (CRM) system based on the outcome of the call.
Filling out forms or documentation: Some interactions may require agents to complete specific forms or documentation as part of the resolution process.
Sending follow-up emails or communication: Agents may need to send follow-up emails to customers with additional information or to confirm actions taken during the call.
Escalating issues: If the customer's issue requires further investigation or escalation to a higher level of support, agents may need to initiate this process during the after-call work period.
ACW appears on all contact center tables and is an essential component of the overall handle time. While it's important to minimize ACW to improve efficiency, it's also crucial to ensure that agents have enough time to complete necessary tasks accurately and thoroughly, ultimately contributing to a positive customer experience.