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Glossary

What is After-Call Work?

After-call work includes the tasks which a call center agent performs after the completion of the phone call or end of the phone call. It is also known as “post-call processing” wherein an agent needs to accomplish tasks after concluding the call. ACW is performed in the wrap-up time after every call. After call work includes work like sorting the reason of the call or disposition codes, scheduling follow-up contact time, etc. some of such work can be carried out during the phone call so as to reduce wrap-time. It is very necessary for call center agents should record accurate and error-free data so as to avoid any sort of discrepancies.

Common after-call tasks include:

Logging a call disposition code
Writing call notes
Updating information in a CRM or helpdesk
Providing feedback on customer sentiment
Sending an email to the caller

Automatic ACD calls appearing after consistently can keep agents busy giving them less time to record call details. However, this indubitably affects the quality of work. Thus, to reduce after call work, it is advised to inbound call center agents to keep a brief note while speaking to a customer to reduce future burden. Agents can reduce time by using shorthand and abbreviations and develop a style guide for staff reference.

Reducing time spent in after-call work often starts with agents training and improving the efficiency of agents. Streamlining business processes can not only reduce after-call work, but also agent frustration and burnout.The thumb rule that every outsourced call center agents should follow is to spend less time while performing after-call work. Reducing time spent in after call work helps in optimizing agent skill, equipping agents with the right tools, and streamlining business processes.

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