Wrap-Up Time
Hi, I’m so happy to see you here. I’m Conviner - your call center terminology assistant.
Call wrap-up time is not just for administrative tasks—it also serves as a crucial buffer for agents to transition between customer interactions mentally, ensuring they are prepared for the next call.
1. What is Call Wrap-Up Time in Call Centers?
Call wrap-up time (also known as after-call work or ACW) refers to the period immediately following a customer interaction when agents complete necessary tasks such as:
- Documenting notes
- Updating records
- Preparing for the next interaction
This process ensures smooth workflow and better customer service.
2. How do you calculate call wrap-up time?
Call wrap-up time in call centers is calculated by tracking the duration between:
End of customer interaction ➝ Moment the agent is ready for the next call
This can be tracked using automated systems that monitor agent activity or manually by recording each interaction's start and end times.
The total wrap-up time can be averaged across multiple interactions to determine the average wrap-up time in call centers–whether for one agent or all.
And It’s a WRAP!
