Glossary

Glossary | P | What is post call processing

What is Post Call Processing?

In call center outsourcing industry, Post Call Processing (PCP) is simply defined as duration of time spent between two successive calls. It is actually the processing time that call center agents take to perform the post call formalities. It includes a series of business specific processes and functions that take place once a call gets disconnected. These primarily include filling necessary forms, making notes regarding crucial information and taking references of relevant calls to eliminate the issues of customers. It is often known as wrap time and after-call work.

Once a call ends, an agent updates his system with the resolution offered to a caller, further steps to be taken, details or order notes. He may also be required to make some outbound calls or send some e-mails during this time to process or progress the resolution. Post call processing is considered to be a time consuming task and agents cannot attend incoming calls while performing post call formalities. It is an important task that should be done diligently.

Considering its importance and the impact that documenting wrong information can lead to, it becomes crucial for call center managers to ensure that post call processing is done properly by agents and that they are not stressed or tempted into doubling-up this period as available for attending next call or even worse, welcoming the next caller while still entering the details and notes from the previous call.

To ensure that agents make the most of that post call processing is done properly and efficiently, managers should train the agents clearly regarding what is prerequisite in text, logs or notes pertaining to a call. They should not only be trained on how to use call text, but should also be well aware of the level of detail that is required and abbreviations that are acceptable.

Enter the details & we will contact you shortly!

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

Why Cold Calling Services Are Making a Comeback in the Digital Age?

<p dir="ltr" style="line-height:1.38;text-align: justify;margin-top:0pt;margin-bottom:0pt;"><span id="docs-internal-guid-6c4dade4-7fff....

How BPO Companies in Bangalore Unlocking Business Potential- Explained!

<p>Warm Welcome, Tech Aficionados!</p> <p>Today&#39;s focus: The groundbreaking strategies employed by BPO companies in Bangalore to unleash untapp....

What is Post Call Processing?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

Why Cold Calling Services Are Making a Comeback in the Digital Age?

How BPO Companies in Bangalore Unlocking Business Potential- Explained!

Our Esteemed Clientele

Call Center in India Advantages

Next-gen Call Center Outsourcing at your disposal

Grow withGo4customer

What is Post Call Processing?

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

Why Cold Calling Services Are Making a Comeback in the Digital Age?

How BPO Companies in Bangalore Unlocking Business Potential- Explained!

Our Esteemed Clientele

Call Center in India Advantages

Next-gen Call Center Outsourcing at your disposal

Grow with
Go4customer