How to Reduce After Call Work in a Call Center

E-commerce after call work is a common challenge in call centers, especially with increasing customer interactions. Agents often spend significant time on post-call tasks, such as updating customer records, filling forms, and reviewing call notes. This issue slows down productivity and affects customer satisfaction.

E-commerce after-call work refers to the administrative tasks agents complete after each customer call. While these tasks are necessary for record-keeping, they can create bottlenecks in the workflow, preventing agents from focusing on more customer calls and improving service quality. Reducing ACW is crucial for optimizing call center operations.

Wondering how to tackle this problem and enhance your team’s efficiency? Keep reading to discover actionable strategies and insights that can help reduce after-call work and boost productivity in your e-commerce call center.

Guide agents with Convin’s live AI suggestions and reduce ACW! 

What is ACW in Call Center?

After-call work (ACW) refers to agents' post-call activities after a customer interaction. These tasks include updating customer records, completing forms, adding notes, and reviewing call outcomes. While necessary for accurate tracking and record-keeping, ACW is often time-consuming and prevents agents from focusing on new calls.

Key Components of ACW

• Updating CRM Systems: Agents manually enter customer information, case details, and next steps.
• Filling Forms and Documents: Completing forms or follow-up paperwork after each call.
• Call Review and Wrap-up: Review call notes and summarize the interaction.

ACW may appear as a minor task, but it leads to inefficiencies when compounded across hundreds of calls. This can increase the average handle time (AHT) and prolong the time needed for agents to switch between calls, reducing overall productivity.

How to Reduce After Call Work in a Call Center

Reducing after-call work (ACW) improves call center efficiency and agent productivity. By optimizing post-call processes, centers can minimize downtime and ensure smoother transitions between calls.

Effective Strategies for Reducing ACW
Reducing after call work requires streamlining and automating post-call tasks. By leveraging technology, you can significantly reduce agents' time on ACW. Here are a few effective strategies:

• Automate CRM Updates: Implement AI tools that automatically update customer records based on the conversation.
• Use AI-powered speech-to-text: Utilize speech-to-text technology to transcribe calls automatically and populate the required data.
• Implement Standardized Scripts and Templates: Use pre-written ACW scripts and follow-up, minimizing the time spent summarizing calls.

Key Benefits of Reducing ACW

• Enhanced Agent Productivity: Less time on manual tasks means more time spent on active customer interactions.
• Improved Customer Experience: Agents can handle more calls, resulting in faster service and fewer wait times.
• Reduced Operational Costs: Automation reduces the need for manual labor, cutting down on overhead costs.

Convin’s AI-driven tools can take these strategies to the next level, automating time-consuming tasks and empowering agents to work more efficiently.

Automate post-call tasks with Convin’s CRM integration!

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Best Practices for Reducing ACW

Adopting AI and automation technologies is essential for reducing after-call work in modern call centers. By integrating AI solutions like Convin, call centers can automate routine tasks, reducing the burden on agents. Here are a few best practices to reduce ACW effectively:

• Automate Post-Call Tasks: Use AI-powered tools to update CRM systems and complete follow-up actions.
• Leverage Real-Time Insights: Provide agents with live prompts and recommendations based on real-time conversation data.
• Enable Speech Analytics: Automatically transcribe and analyze conversations to create actionable insights without additional manual effort.

Best Practices in Action

These best practices reduce ACW and empower agents with the tools to resolve issues more quickly and efficiently.

• AI-Based Automation: Convin’s AI automates repetitive tasks, such as data entry, reducing agents' time on ACW.
• Dynamic Call Scripting: Convin provides context-sensitive ACW scripts that guide agents through customer interactions, reducing post-call actions.
• Real-Time Call Monitoring: With Convin’s Agent Assist, managers can monitor calls live and provide real-time support to agents, reducing the need for follow-up after the call.

Integrating these AI-driven tools into your call center can reduce after-call work and improve performance.

Fix agent bottlenecks instantly with Convin’s automated coaching!

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Convin AI Cuts ACW and Enhances CX

Convin’s AI-backed solutions offer an approach to reducing after call work (ACW) while boosting customer experience (CX). Automating key tasks in real time allows agents to focus more on customer interactions and less on administrative tasks. Here’s how Convin AI improves both ACW and CX:

• Automated Quality Management: Convin's AI automatically monitors 100% of customer interactions, generating performance reports.
• Real-Time Coaching: Provides agents with live guidance during calls, reducing the need for post-call coaching.
• Automated CRM Entries: AI extracts key information from conversations and updates CRM systems automatically, eliminating manual data entry.

Additional Features

• Speech Analytics: Convin analyzes conversations, extracts insights, and eliminates manual summarization tasks.
• Behavioral Insights: AI identifies patterns in customer interactions, helping agents take personalized follow-up actions.
• Automated Coaching: AI tracks agent performance and provides feedback, reducing the need for post-call training.
• Real-Time Call Analytics: Offers instant performance insights, enabling agents to adjust in real-time and cut ACW.
• Reduced Ramp-Up Time: Automation speeds up training, allowing new agents to become productive faster and reduce ACW.
• Improved Customer Interactions: AI-powered guidance allows agents to resolve issues quickly, reducing after-call workload.

Key Data and Stats

• 56 sec decrease in Average Handle Time (AHT): Reducing ACW directly leads to faster call handling times.
• 27% increase in CSAT (Customer Satisfaction): More efficient call resolution increases customer satisfaction scores.
• 17% increase in Collection Rate: By automating tasks, agents spend more time focusing on valuable customer interactions.

These features of Convin’s AI not only reduce ACW but also contribute to improved agent performance and customer service. The combination of automation and AI-driven insights leads to enhanced operational efficiency.

Automate feedback loops with Convin’s AI-powered monitoring and enhance CSAT!

ACW Guide for 2025

Optimizing after-call work (ACW) will be essential for e-commerce call centers in 2025. Embracing automation, AI, and streamlined workflows is key to reducing ACW and boosting productivity.

As we move into 2025, the focus on reducing ACW continues to evolve with advancements in AI and automation. Call centers must adopt new strategies and tools to minimize agents' time on post-call activities.

An ACW sample for 2025 should include automated prompts, predictive analytics, and intelligent task prioritization. This will ensure agents spend less time on administrative tasks and more time assisting customers.

Types of ACW

• Manual ACW: Traditional post-call tasks like data entry and form filling.
• Automated ACW: AI automatically handles tasks, reducing agents' time on post-call work.

Incorporating AI and automation will be critical in achieving significant reductions in ACW for 2025.

Boost call resolution speed using Convin’s real-time insights!

Achieve Efficient After Call Work Management

Reducing after-call work is crucial to improving agent efficiency and overall customer satisfaction. You can significantly reduce ACW by automating repetitive tasks, optimizing workflows, and leveraging AI-powered tools like Convin.

Convin’s AI-driven automation offers an integrated solution for call centers looking to reduce ACW, enhance productivity, and deliver superior customer experiences. With real-time coaching, automated CRM updates, and speech analytics, Convin enables call centers to create a streamlined, efficient environment.

Incorporating these strategies will not only reduce ACW but will also elevate the overall performance of your call center.

Transform ACW management and optimize your call center with Convin AI! Book demo.

FAQs

1. How can I make less calls in a call center?
‍Focus on improving call resolution efficiency to reduce the number of calls in a call center. Use practical call scripting, automate routine tasks, and enhance product knowledge to resolve customer issues faster and reduce the need for follow-up calls.

2. How can I improve myself as a call center agent?
‍Improving as a call center agent involves continuous learning and practice. Focus on improving communication skills, active listening, and problem-solving. Regularly seek feedback and invest in training to enhance your technical knowledge and customer service abilities.

3. What are the 7 important call center skills every agent should have?

• Communication: Clear and concise communication with customers.
• Active Listening: Fully understanding customer needs.
• Problem-Solving: Finding effective solutions quickly.
• Patience: Handling difficult customers with composure.
• Multitasking: Managing multiple tasks simultaneously.
• Product Knowledge: Having deep knowledge of the products or services.
• Time Management: Managing call times efficiently to handle more calls.

3. How to excel in a call center job?
‍To excel in a call center job, focus on building strong customer relationships, mastering product knowledge, and continuously improving communication skills. Time management and adapting to feedback are also key to outperforming in the role.