Wrap-up time in call centers is not just for administrative tasks but also serves as a crucial buffer for agents to mentally transition between customer interactions and ensure they are prepared for the next call.
Wrap up time or after call work in a call center refers to the period immediately following a customer interaction when agents complete necessary tasks such as documenting notes, updating records, and preparing for the next interaction. It lets agents wrap up loose ends before moving on to the next call or task.
Wrap-up time in a call center can be calculated by tracking the duration between the end of customer interaction (such as when the call ends) and the moment the agent is ready to handle the next interaction.
This can be done using automated systems that monitor agent activity or manually. You can record each interaction's start and end times and calculate the wrap-up time accordingly.
The total wrap-up time can be averaged across multiple interactions to determine an average wrap-up time for agents or the entire call center.
And It’s a WRAP!
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