Interacting with customers is a vital part of a call center agent’s job. But phone calls are only part of the work. There are many tasks an agent must complete once that phone call ends. These tasks are known as after-call work (ACW).
Known as “post-call processing,” ACW ensures agents provide an exceptional customer experience with every call. But it is vital that agents know how to finish ACW quickly, efficiently, and accurately. Let’s take a closer look at ACW, its value, and why understanding ACW can improve processes in your contact center.
After-call work refers to the tasks an agent carries out after speaking with a customer. The exact task list depends on the type of contact center, but it can include the following:
While performing ACW tasks, an agent cannot take any calls. And, if it takes too long to complete ACW, customers will be left on hold. That’s why efficient ACW times are crucial to call center success.
The first step to understanding ACW is measuring how your agents spend their time. ACW is a critical call center KPI (key performance indicator), which directly affects your call center’s average handling times (AHT).
It is important to remember that average handling times measure agent efficiency and customer satisfaction. Lowering ACW is a measurable way to improve agent performance and the customer experience.
ACW is a vital call center process. Therefore, ACW metrics should be regularly analyzed to ensure agents perform at their best. Here are a few other reasons why measuring ACW is valuable for call centers and agent performance:
Conversely, poor ACW processes can be devastating for call center success:
ACW is unique to each contact center’s processes, training, and customer service standards. Because of this, there is no overarching industry standard for ACW time.
But, one way to track how long ACW should take is by understanding your average handling time. This call center metric does have a standard: 6 minutes and 10 seconds.
Lower time on ACW is highly desirable for the following reasons:
After-call work can be a huge time-stealer in contact centers. But there are steps call center managers can take to lower ACW. Here are 6 ways to improve ACW in your call center:
After-call work is a common and important part of life in the contact center. Tracking it properly, and lowering the time spent on ACW, increases efficiency and boosts agent productivity. In short, understanding ACW ensures customer satisfaction in the long run. Wondering how to get started tracking ACW? A quality assurance program can help.
Scorebuddy’s QA software is an innovative way to lower after-call work and improve call center processes. From coaching and agent training programs to tips for improving the customer experience, a QA program can change your call center for the better. Ready to learn more? Book a demo to see how a quality assurance program can refine your ACW strategy today.