After call work (ACW)

After call work (ACW) is a critical contact center KPI refers to a set of tasks that a contact center agent has to complete after every interaction with a customer. Examples include sending followup emails to customers, updating their customer relationship management (CRM) database, scheduling follow-up actions, and logging call details.

Why is after call work important?

After call work is crucial as it:

Improves an agent’s performance: An agent’s performance can be gauged on how effectively after call work is completed. If they’re spending excessive time on it, constructive coaching sessions can ensure faster execution.

Reduces wait time: High average time in queue is a possible indicator that agents are struggling with average handle time and after call work.

‍Detects operational issues: After call work logs also highlights workflow related issues, allowing contact centers to identify discrepancies in processes and quickly resolve issues.

How to reduce after call work in a call center?

There are a couple of things a contact center can do to reduce ACW.

Recalibrate agent coaching programs to focus on ACW fundamentals: Contact center agents can be assigned standard drills for logging their after call work during the training period. This will prepare them for the actual task on the floor.

Assign calls appropriately: Ensure that incoming calls get routed to the right call center agents and processes to efficiently complete after call work. 

Use abbreviations: While logging data using abbreviations can improve time management. For this to work, a standard abbreviation model must be regularized by the contact center.