What Does After-Call Work Mean?
After-call work (ACW) is a process where agents handle all the post-call tasks that are necessary to document the interaction with the customer. These tasks include updating the system, logging the reasons for contact, and scheduling follow-up actions. ACW tasks are essential for maintaining the integrity and efficiency of customer service operations.
ACW varies depending on the nature of customer queries and resolution requests, with no fixed standard for its duration. Despite this metric, it significantly impacts average handle time (AHT) and therefore must be closely monitored.
Why is ACW Important?
After-call Work (ACW) time is an important Key Performance metric as it directly impacts the call center efficiency. Properly completed ACW can lead to better follow-up and resolution of customer issues. This thoroughness contributes to higher customer satisfaction and loyalty.
Steps for After-Call Work (ACW) Calculation
Calculating After Call Work (ACW) involves measuring the time agents spend on post-call activities. Here are the steps to accurately calculate ACW:
- Log ACW Time: Agents should record the time they spend on ACW tasks after each call. This can be done manually or through automated systems integrated into the call center software.
- Aggregate Data: Collect ACW time data over a specific period, such as daily, weekly, or monthly.
- Calculate Average ACW: Sum the total ACW time and divide it by the number of calls handled in the same period. The formula is:
Average ACW Time= Total ACW Time / Number of Calls
How Does ACW Improve Agents’ Performance?
Effective management of ACW can significantly enhance agents’ performance in several ways:
- Reduced Workload Stress: By streamlining ACW processes and providing agents with efficient tools, the time and effort required for post-call tasks can be minimized, reducing workload stress.
- Training and Best Practices: Providing training on best practices for ACW can help agents complete tasks more quickly and accurately, improving their overall performance and productivity.
- Use of Technology: Implementing advanced call center software can automate many ACW tasks, allowing agents to focus more on customer interactions and less on administrative work.
- Performance Monitoring: Regular monitoring of ACW times and providing feedback to agents can identify areas for improvement and recognize high performers, fostering a culture of continuous improvement.
Effective after-call work calculation and streamlined after-call work call center operations are essential for maintaining high productivity and achieving customer service excellence.