After Call Work
Hi, is this your first time around? I’m Conviner, your call center terminology assistant, and I'm ready to help you learn more about contact centers.
On average, agents spend about 120 seconds per call →1 hour 40 minutes/day (~50 hours/month) per customer interaction as part of after call work.
1. What is ACW (After Call Work)?
After call work (ACW) refers to the tasks call center agents complete immediately after customer calls. These include logging call details, updating records, scheduling follow-ups, and documenting issues. Managing ACW helps reduce Average Handle Time (AHT) while improving agent productivity and customer satisfaction.
2. What is ACW in a Call Center?
After call work is an essential step in a call center's call-handling process. It affects agent efficiency and customer experience. Since it takes time away from handling new calls, it is essential to keep after-call work short.
Many modern call centers use AI tools, such as real-time transcription and automated call summaries, to speed up after call work and reduce manual effort.
3. Why is After Call Work (ACW) Important?
- Reduces AHT: Faster after call work means agents can handle more calls in less time.
- After call work process improves Call Center Performance and ensures efficient operations.
- ACW Increases Agent Productivity and gives agents more time to focus on helping customers.
4. How AI Reduces After-Call Work (ACW) and Boosts Efficiency
AI helps call centers reduce After Call Work (ACW) by automating repetitive tasks, saving time, and improving accuracy. Here’s how:
- Automated Call Summaries: AI listens to calls and creates instant summaries, so agents don’t have to take notes. Reduces ACW by 50-70%.
- CRM Auto-Updates: AI automatically fills in customer details, resolutions, and next steps. Saves 30-90 seconds per call.
- Faster Follow-Ups: AI tracks customer requests (refunds, callbacks) and assigns tasks to the right teams. Ensures quick resolutions.
- Better Compliance & Insights: AI detects customer sentiment, checks if agents follow guidelines, and provides coaching tips. Improves quality and compliance.
- AI Voicebot for Routine Tasks: AI handles follow-ups, confirmations, and feedback collection without needing a human agent. Frees up 20-30% of agent time.
AI-powered solutions like Convin help automate after call work, allowing agents to focus on conversations rather than paperwork.
