Off Phone Activity

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Agents spend 6 % to 12 % of their total shift time on post‑call tasks such as updating records or scheduling follow‑ups.

1. What is an Off Phone Activity?

Off Phone Activity refers to non-calling tasks performed by call center agents during their shift. These include post-call documentation, follow-ups, training, and system updates. It's essential for balancing productivity and maintaining service quality in a contact center.

2. What activities are done during Off Phone Activity?

Typical off-phone activities include:

• Completing after-call work (ACW)
• Logging call details and outcomes in the CRM
• Reviewing training modules or coaching insights
• Analyzing call recordings for self-improvement
• Attending team meetings or performance reviews

Tools like Convin help agents optimize this time by automating insights, coaching workflows, and documentation.

3. How does Off Phone Activity affect a call center’s performance?

If managed well, Off Phone Activity boosts overall productivity by:

• Reducing call wrap-up times
• Enhancing agent learning and coaching
• Ensuring accurate data entry and compliance
• Preventing agent burnout through task variety

However, excessive or poorly planned off-phone time may lead to lower agent availability. Call centers use platforms like Convin to track and balance on-call and off-call productivity for better efficiency.

Explore how Convin automates off-phone tasks to boost productivity.