After Call Work function – ACW
What is the After Call Work function in a call center?
Also known as “post-call processing” the after-call work (ACW) option refers to the activities that a call center representative completes after the interaction with customers. Among the most frequent things they can include:
- Logging the contact reasons
- Logging the contact outcome
- Scheduling follow-up contacts and actions
- Updating colleagues/stakeholders
- Assign a qualitative value to the conversation
The total time spent by an operator on ACW is known as “wrap time” or “wrap-up time” and has to be considered as part of the interaction with the customer, although he/she is not on the line during this time.
It is included in the total handling time for the call, so when calculating a contact center’s Average Handling Time (AHT) – a vital metric to consider when calculating how many agents are needed in the contact center – the ACW is an important element to consider- especially when using an Erlang Calculator.
To reduce AHT, some ACW can be carried out during the call, as long as this activity is not impacting the quality of the service the operator’s delivering.
After Call Work is essential to make sure agents are delivering the best customer experience possible: if an agent is placed back in the queue immediately after a call, possibly the quality of the ACW will suffer as he/she will write less accurate notes.
This option is available and configurable in Mida Attendant Console Pro. It can be activated and set on the platform by an administrator and agents can manually deactivate it in advance.