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Glossary

What is After Call Work (ACW)?

After Call Work (ACW) is a common term used in call center service departments to refer to the tasks and activities that agents perform after they have completed a call with a customer. ACW is an integral part of the call center process, as it allows agents to complete any necessary follow-up tasks and prepare for the next call. It is one of the call center practices done regularly to ensure customers had a decent experience. 


  • After Call Work (ACW) is another word for Follow-up. Recently, call center services have started putting emphasis on practicing ACW because it is evidentially shown positive results in terms of customer experience and customer satisfaction rate. Companies trying to improve their brand reputation must include ACW as a habit. 


  • During ACW, agents typically perform tasks such as updating customer information, documenting the details of the call, entering orders or service requests, and preparing for the next call. These are small little things that make you prepare as an agent for the upcoming session with the next array of customers. 


  • Depending on the nature of the call, ACW may also involve following up with other departments or personnel, such as technical support or billing, to ensure that any issues or concerns raised by the customer are properly addressed. The follow-up doesn’t just end with documenting the conversation but also performing the necessary actions on the same. 


  • ACW is typically monitored by call center supervisors or quality assurance personnel to ensure that agents are using their time efficiently and completing tasks accurately. Supervisors may also provide feedback or coaching to agents to help them improve their performance and productivity during ACW.


The length of ACW may vary depending on the complexity of the call and the tasks involved. However, it is important for agents to complete ACW promptly and efficiently to ensure that they are ready to handle the next call and provide excellent customer service. By properly managing ACW, call centers can improve their overall efficiency and effectiveness, leading to higher levels of customer satisfaction and improved business outcomes.


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