- After-Call Work (ACW)
- Tasks performed by agents after completing a customer interaction, such as updating records, documenting the interaction, and processing requests.
After-Call Work (ACW) is the time agents spend completing tasks after finishing a customer interaction. ACW includes activities like updating CRM records, documenting the interaction, processing orders, and sending follow-up communications.
Common ACW Tasks
Record Updates: Updating customer records, contact history, and account information in CRM systems.
Documentation: Documenting interaction details, issues resolved, and next steps.
Order Processing: Processing orders, refunds, or other transactions initiated during the interaction.
Follow-Up Communications: Sending emails, confirmations, or other communications to customers.
Research: Completing research or verification that couldn't be done during the call.
Why ACW Matters
Handle Time Impact: ACW is part of Average Handle Time (AHT), affecting overall efficiency and capacity.
Quality Assurance: Proper ACW ensures accurate records and documentation for quality assurance.
Compliance: ACW tasks often include compliance requirements like documentation and record-keeping.
Customer Experience: Complete ACW ensures follow-up actions are completed, improving customer experience.
Operational Efficiency: Optimizing ACW reduces handle time and improves capacity.
Optimizing ACW
Automation: Automate ACW tasks where possible using technology and integrations.
Streamline Processes: Simplify ACW processes to reduce time required.
Provide Tools: Give agents tools and templates to complete ACW efficiently.
Training: Train agents on efficient ACW practices and time management.
Integration: Integrate systems to reduce manual data entry and duplication.
Best Practices
Set Targets: Establish ACW time targets based on interaction complexity and requirements.
Monitor Performance: Track ACW time to identify optimization opportunities.
Balance Quality: Ensure ACW optimization doesn't compromise quality or completeness.
Provide Support: Give agents tools and support to complete ACW efficiently.
Regular Review: Review ACW processes regularly to identify improvement opportunities.
By optimizing After-Call Work, organizations can reduce handle time, improve efficiency, and maintain quality while ensuring proper documentation and follow-up.