Often, when a call center employee or agent hangs up on a call, the After Call Work in your Contact call continues, as a series of subsequent activities fall under their job responsibilities . This is known as After Call Work , and it’s important to understand the tasks included in this concept.
Likewise, understand the best ways to optimize your time to avoid interfering with call handling and japan telegram data meeting your company’s established goals. Below, we explain everything you need to know.
What is After Call Work?
What “after-call work” means in Spanish is understood in call center settings as the activities employees perform after a call. It covers a series of actions considered necessary to successfully close an interaction.
For an activity to be classified as After Call Work (ACW), it must occur immediately after the call ends and be part of call management . Since most of the tasks performed do not have a specific name and are part of a work protocol previously established within the call center dynamics, they are classified as ACW.
It’s vital to pay close attention to the process that occurs after the customer interaction because it provides very important data. Operators often use the ACW to make notes about the reason for the call, the outcome of the interaction, follow-up, and other information.
Proper ACW management impacts customer experience and can improve call center performance.
Tasks included in the ACW
Post-call activities can be very diverse, as the choice depends on the company’s needs and the call center’s commercial objectives. Furthermore, they can vary over time depending on the different campaigns executed by the call center.
With the above clarified, it is possible to name some common tasks:
- Record the reason for the call.
- What is the client’s problem?
- If the customer’s problem or question was resolved or if any issues remain pending.
- Note whether the customer is interested in a product and which one it is.
- The client’s budget.
- If there is pending information to be sent to the client.
- Complete any form that is incomplete.
- How a prospect learned about the company.
- Complete any purchasing process, issuing documents or invoices.
Other activities that may be included include updating the customer telegram data database, sending emails, escalating calls, and more.
For After Call Work to be effective, the operator should ask and write down everything deemed valuable to customer service during the call. Therefore, the ACW must be tailored to the company’s goals.
But beyond the aforementioned possible tasks, the importance of ACW lies in the fact that, in most cases, it allows for the recording of data about the customer experience. Information that will later be used to improve the customer experience and call center operations.
How is work calculated after a call?
There are different methods for calculating ACW , and the choice depends on the objectives set by the call center. We’ll explain them:
The formula for ACW percentage of timeThis calculation is used to determine the total time an operator spends on After Call Work activities compared to the total hours worked during their shift. The formula is: Total ACW Time divided by Total Work Time x 100.
Average ACW timeThis calculation is intended solely to determine the average amount of time operators spend completing their ACW activities. In this case, the formula is: Total ACW time of all operators divided by the total number of calls handled in a given period.
Compliance with the ACWThis, unlike the previous two metrics, measures the quality and accuracy with which operators complete documentation during After Call Work. To obtain concrete data, each completed document must be analyzed.
Of course, there are various call center software programs that can include ACW functionality and, therefore, perform calculations automatically. The advantage of this technology is that it can be customized enough to cover all the activities of interest to the company.