How to Reduce After-Call Work in a Call Center: A Guide for Real Estate Call Centers

In today’s fast-paced real estate call centers, after call work (ACW) can hinder agent productivity and overall efficiency. As agents handle high volumes of calls, they often spend significant time completing post-call tasks, which can lead to delayed responses, missed opportunities, and lower customer satisfaction. Reducing ACW has become a key focus for call center managers aiming to optimize performance.

ACW refers to the time agents spend after a call performing administrative tasks like updating CRM systems, scheduling follow-ups, and entering customer data. This crucial yet time-consuming aspect directly impacts agent output, often leading to longer call handling times and lower efficiency.

How can real estate call centers effectively address the growing challenge of reducing ACW? Read on to discover actionable strategies and solutions that will improve agent productivity, streamline operations, and enhance customer satisfaction.

Endorse in Convin’s automated follow-ups and handle your ACW!.

What is ACW in Call Centers

Before discussing strategies for reducing after-call work in a call center, it’s essential to understand the concept of ACW in call centers and why it’s such a critical challenge for real estate businesses.

ACW call center tasks can range from logging call information to entering customer preferences into a CRM system. The ACW call center process can take up a substantial amount of an agent's time, reducing the time available for customer engagement.

In real estate call centers, agents typically handle many calls related to property inquiries, mortgage questions, and property viewings. Agents also spend time updating CRM systems, recording property details, and scheduling showings, all of which contribute to ACW.

• ACW in call centers impacts average handle time (AHT), reducing agents' time handling additional calls.
• For real estate call centers, ACW call center tasks often involve entering property details, client preferences, and follow-up actions, which can consume a lot of time.
• Agents can spend several minutes per call on after-call work, leading to burnout and decreased overall performance.

By minimizing ACW call center tasks, agents have more time to focus on high-priority tasks like interacting with potential buyers, increasing the chances of closing deals.

Tap into real-time feedback and AI-driven live coaching with Convin!

Why ACW Matters for Real Estate Call Centers

ACW at real estate call centers can be a significant challenge. When agents spend a large portion of their day on post-call administrative tasks, it directly impacts their ability to engage with clients, handle follow-up calls, and close sales.

Here’s why ACW call center tasks matter so much, especially for real estate call centers:

• Agent Productivity: Real estate agents manage multiple clients at once. When agents spend too much time on ACW call center tasks, the number of clients they can engage with is limited, reducing overall productivity. This is especially critical in real estate call services, where time is often of the essence.
• Customer Satisfaction (CSAT): ACW call center activities can also negatively affect customer satisfaction if agents cannot address follow-up requests or spend too little time ensuring quality after-call engagement. As real estate agents manage property inquiries and complex customer needs, ACW call center tasks may get rushed.
• Sales and Conversion Rates: Reducing ACW call center time is directly linked to higher conversion rates for real estate call centers. The more time agents spend with customers, the more likely they are to close deals.
• Resolution Time: High ACW in call centers can impact first call resolution (FCR). When agents spend more time on administrative tasks, customers may need to call back for unresolved issues, which wastes time and reduces the customer experience.

By reducing ACW call center tasks, real estate call centers can dramatically improve agent productivity and sales performance while enhancing customer satisfaction.

Cut ACW with Convin’s real-time agent assist!

How AI Helps in Reducing ACW

With AI, real estate call services can automate various post-call tasks, significantly reducing the time agents spend on administrative work and allowing them to focus on more meaningful interactions with customers.

• Automated Data Entry: AI can transcribe and analyze calls in real time, extract relevant customer information, and automatically update CRM systems. This eliminates the need for agents to manually enter data, saving them significant time on ACW call center tasks.

Convin offers conversation intelligence that automatically transcribes customer conversations and fills in CRM fields, significantly reducing the manual work required after a call ends.

• Real-Time Coaching: AI-powered tools like Convin’s Agent Assist provide live coaching during calls. By guiding agents on handling customer queries, AI reduces the need for post-call corrections or updates, effectively minimizing ACW call center tasks.

Convin’s Agent Assist offers real-time prompts and feedback, enabling agents to make quick adjustments during calls and decreasing the need for time-consuming after-call work.

• Automated Call Summaries and Follow-Ups: AI tools can create call summaries and generate follow-up reminders, reducing agents' time drafting them. This eliminates the need for agents to create action items manually, thus decreasing ACW call center activities.

With Convin, follow-ups are automated, ensuring agents can focus on engaging clients rather than managing their schedules and follow-up tasks.

By incorporating AI into real estate call centers, agents spend less time on ACW call center tasks and more time addressing customer needs and closing deals.

• Convin’s AI-powered solutions have shown a 56-second reduction in AHT and can save agents up to 30 minutes daily on ACW call center tasks.
• Real-time coaching and automated reminders allow agents to seamlessly transition from one task to another without bogged down by manual post-call work.
• Convin’s Rewrite AI for ACW improves the accuracy and efficiency of post-call tasks.

Integrating AI into real estate call services can dramatically reduce ACW call center time and improve agent productivity.

Employ Convin’s powerful speech-to-text transcription and reduce AWC!

Best Practices to Reduce ACW in Call Centers

To successfully reduce after-call work in a call center, real estate businesses must implement best practices that optimize workflows, integrate AI solutions, and focus on improving agent efficiency. Here are several best practices to achieve this goal:

1. Implement AI-powered solutions: The most effective way to reduce ACW call center tasks is to leverage AI-driven conversation intelligence. Tools like Convin can automate routine tasks like transcribing calls, updating CRM records, and scheduling follow-ups, helping to minimize the manual labor involved in ACW call centers.
2. Provide Real-Time Coaching and Feedback: Equip agents with tools like Convin’s Agent Assist that provide real-time feedback during customer interactions. This helps agents resolve issues during the call rather than correct or update information afterward.
3. Optimize Workflow and Task Management: Automate task management systems to streamline the ACW call center process. Integrating AI tools with CRM and task management systems automatically assigns follow-up actions to the right agents, reducing manual post-call work.
4. Enhance Agent Training: Well-trained agents can reduce ACW call center tasks by efficiently handling calls and resolving issues within the call itself. Training agents to be effective in real-time problem-solving ensures fewer post-call corrections.
5. Leverage Automation for Scheduling and Reminders: Automate scheduling and reminders to ensure agents don’t manually organize appointments or reminders after each call. This saves time and reduces the overall ACW call center workload.

Real estate call centers can significantly reduce ACW by implementing AI tools, streamlining workflows, and enhancing agent training. These best practices empower agents to focus more on customer interactions and less on administrative tasks, driving productivity and sales.

Restyle your workflow with Convin’s automated CRM updates!

Wrapping Up ACW Management

Reducing after-call work is essential for improving the productivity and efficiency of real estate call centers. By integrating AI-powered solutions, streamlining workflows, and optimizing training, real estate call services can minimize ACW call center tasks and free up time for agents to engage with clients and close more deals.

• By automating ACW call center tasks with AI, businesses can improve sales performance, increase CSAT, and reduce AHT.
• With Convin, real estate call centers can automate 100% of ACW call center tasks, improving agent productivity and operational efficiency.

Adopting these best practices ensures that real estate call centers can reduce the impact of ACW and maintain high levels of customer engagement and satisfaction.

Witness Convin’s automated ACW quality management for your contact center! Book a demo now.

FAQs

1. How can I improve my call center agent?
‍Improving your call center agent’s performance involves continuous training, feedback, and leveraging AI-driven solutions. Regular feedback, performance evaluations, and equipping agents with the right tools will enhance their efficiency and productivity. Focus on soft skills development, active listening, and empathy to deliver superior customer experiences.

2. What is the weakness for call center?
‍Common weaknesses in call centers include long ACW, low first call resolution (FCR) rates, high average handle time (AHT), and poor agent performance. These weaknesses can be addressed by optimizing workflows, integrating AI-powered solutions for real-time support and automation, and ensuring continuous agent coaching to enhance efficiency and reduce errors.

3. What is the full form of KPO?
‍KPO stands for Knowledge Process Outsourcing. It involves outsourcing high-level tasks that require specialized knowledge, such as market research, legal services, financial analysis, and other complex services that demand expert-level skills and training.

4. Is BPO job difficult?
‍BPO jobs can be challenging, especially when dealing with high call volumes, complex customer issues, and tight performance metrics. However, with the right tools, proper training, and support BPO jobs can be more manageable and rewarding, improving agent performance and job satisfaction.