Glossary

What is Auto Wrap-up?

Auto wrap-up is the amount of time spent by an agent in performing After-Call Work (ACW) after completing the interaction with customers. The automatic call distribution feature is programmed to automatically put call center agents into ACW once they finish off the conversation with customers. Auto wrap-up is also known as Post-Call Processing (PCP). The professionals of outsourced call centers are unavailable to receive another inbound calls while in this mode. The agents are required to accomplish works like entering data, filling out forms and making outbound calls necessary to complete the transaction at their call center services station.

Average Auto wrap up time is calculated using the formulae

Average Wrap-Up Time = (Total Handling Time - Total Hold Time - Total Talk Time)

Number Of Calls

Customer interaction does not necessarily end after the caller and agent disconnects the line. In addition, call center agents spend a few hours recording final data into the customer's account. However, ACW is vital for ensuring that the customer has been given the appropriate help. The average call wrap up time in the call center outsourcing industry is 6 minutes. The amount of time that an agent spends on ACW is associated with the call. This metric is typically displayed in reporting dashboards, and managers can also gain an overview of time spent in completing the After Call Work in real-time by viewing agents’ status.

After completing “after-call work”, staff put themselves back into “available” mode. We, at Go4customer, provide an opportunity to budding entrepreneurs who are new to the idea of call center outsourcing for availing our services for call center in India.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

Blogs

Top 10 BPO Companies in Mumbai

<p>Mumbai, the financial capital of India, is also a bustling hub for Business Process Outsourcing (BPO) companies. The city hosts many call centers that cater to diverse industries, off....

Inbound Call Center Trends: What to Expect in 2025

<p>The inbound call center landscape is poised to undergo a significant transformation as we enter 2025.&nbsp; Increasing customer expectations, driven by the impact of technolog....

What is Auto Wrap-up?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top 10 BPO Companies in Mumbai

Inbound Call Center Trends: What to Expect in 2025

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow withGo4customer

What is Auto Wrap-up?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Top 10 BPO Companies in Mumbai

Inbound Call Center Trends: What to Expect in 2025

Our Esteemed Clientele

Call Center in India Advantages

Next-Gen BPO Services: Transforming Call Center Operations in India

Grow with
Go4customer