Post Call Processing (PCP)

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 between 6 % and 12 % of their total shift time on after-call work (post-call processing tasks).

1. What is Post Call Processing (PCP)?

‍Post Call Processing (PCP) refers to the period after a customer call when agents complete tasks like updating CRM data, logging call details, and tagging outcomes. Convin automates PCP through AI, saving time and improving data accuracy.

2. What does POC mean in a call center?‍

POC stands for Point of Contact. It refers to the person or channel responsible for managing customer interactions, such as an agent, email support, or chatbot.

3. What are the top 3 skills of customer service?‍

The top skills include communication, empathy, and problem-solving. Convin enhances these by providing real-time feedback and AI-based coaching to improve call handling and customer satisfaction.

4. What is an example of a post call survey?

‍A post call survey may ask customers to rate their satisfaction or agent performance. For example: “How satisfied were you with today’s assistance?” Convin integrates such surveys to measure CSAT and close feedback loops automatically.

See how Convin’s AI automates Post Call Processing for smarter workflows.