Bramble

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 <i>after</i> the call has ended. 

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.

1. 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.
2. 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.
3. Filling out forms or documentation: Some interactions may require agents to complete specific forms or documentation as part of the resolution process.
4. 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.
5. 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 <a href="https://support.brmbl.io/en/articles/8958931-contact-center-tables">contact center tables</a> and is an essential component of the overall <a href="https://support.brmbl.io/en/articles/8959036-average-handle-time">handle time</a>. 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.