What Is After-call Work (ACW) And How Can It Be Improved


In call centers, wrap-time is usually referred to as an after-work call. ACW devotes time to post-call encoding, where operators update their devices with call notes, allow follow-up actions, and any consumer feedback they start receiving. In some cases, ACW might require executing outbound calls or assigning an email to make sure that the caller’s request is fixed as promptly as possible.

After call work involves all work that requires finalization once the phone the agents of your contact center complete conversations with clients. While several items occur in a call center outside of phone calls, “after call work” refers to the specific things that the representatives and customer service agents who start taking the market altogether.

A few cases of these post-call responsibilities involve:

  • Software updates for Customer relationship management ( CRM) 
  • Send emails to the client or dept for a response to the call 
  • Call markings (for example, outbound calling can code the call as “answering machine” or “did not respond”) 
  • Updating Caller transaction notes (maybe one of the most common tasks)

How Long Should After-call Work Take?

There is no standard industry measurement as to how long after-call work must start taking; that’s because every other client and every call is drastically different in complexity. For some customer calls and call center clients, after-call work will be significantly faster than others. 

Key dimensions affect how long post-call work takes:

  • The business in which your firm is established. 
  • The Customer Call Complexity. 
  • The internal processes that you use for the outsourced call center. 
  • The customer service representative’s behaviour, taking the call. 

Generally speaking, after-call work should be as small as possible. But, at the extremely very time, it should still enable subcontracted call center agents to perform all the duties they need accurately-ensuring no information is incorrect.

After-Call Work is carried out in “Wrap Time.” 

The time duration an assistant works on ACW is recognized as “wrap time” or “wrap-up time” and but at this stage, the consumer is not engaged, ACW is part of the communication and is thus included in the maximum call time.

Know this when calculating the Average Handling Time (AHT) of your call center, which is an essential measure to measure when assessing how many employees are required in the contact center – if you are using an Erlang Calculator.

To decrease wrap time, and thus AHT, a few of the ACW may be performed during the call, as long as the advisor does not affect the quality of the call. 

Ways To Reduce ACWs

The following are easy ways to lower the ACW call center and improve CX.

1. Assist Agents To Understand What Is Crucial

“Don’t necessitate your operatives to capture each bit of information conveyed during a call. Conversely, teach them what components are necessary to gain during a call:

  • What is the reason behind the call?
  • What further were details given? 
  • What actions have you prepared to fix that dilemma? 
  • Are there any follow-up steps (e.g. escalation to a manager, a refund to be processed) that should be noted? 
  • Have you captured any useful personal notes that could be referenced at future calls?

2. Encourage Detailed Note-taking

It is recommended that consultants make concentration higher of any move they make following a call. While calls are inflammatory response, ACW can make this much more comfortable to detect detailed notes. 

Recording progress in this way is as much for the advantage of the advisor as it may be necessary for the staff of the center to demonstrate that they have followed a procedure or performed a task if the customer so requests.

These notes do not need to be made just after call though. As confer, keeping track during the phone call can be an excellent tool for building confidence, while giving the speech what you’re doing how it can gain them.

3. Appropriate Onboarding and Continuous Training

ACW is essential and necessary to a call center’s NPS as a whole. There are means of improving ACW, and the appropriate training starts with it. The standards that you established during the orientation program will reflect future results of your agents. 

It is vital to make it abundantly clear what is anticipated of the operators and the appropriate forms of communication they may use once they have issues. You’ll also require to describe what is demanded of them concerning their ACW.

4. Guarantee After-Call Work Is not Accepted as an Apology for a Division

Yet another advisor may invest a considerable amount of time trying to pretend to do ACW duties, such as keeping track and modifying the CRM, to delay the next request they receive. 

While detect articles will tell you how long consultants spend on ACW, don’t take one or two cases of continuous wrap-up times-as these contacts may have been specific circumstances, but look with averages to see the larger picture.

What Are The Advantages Of Tracing After-call Work Time?

Metrics are an essential part of your outsourced customer support program, and that is why you must collaborate with an outsourced call center that tracks after-call work time. That can bring benefits, for example:

  • Lowered customer response lists: Longer hold times for your clients will result throughout the time-consuming after-call job. But on the other hand, your company will make sure that it delivers excellent customer satisfaction –both during a call – by monitoring after-call work and guaranteeing that all customer service staff are working effectively.
  • Working to improve agent performance: The outsourced call center in your company will be able to provide meaningful quality guidance to customer service people by tracking after-call work time. That will enhance their game and efficiency.
  • Highlight any organizational challenges: The best-outsourced call centers are continually working to improve their way of working and their way of operating. Follow-up after-call work will illustrate any issues in the workflow of an agent, enabling the call center to make operational efficiencies where needed.


ACW relates to the tasks a consultant finishes after a call in the wrap-time. 

These organismal include loggers results and reasons for the call, as well as many other, more distinctive tasks that the call center may want its consultants to perform, such as updating the knowledge base.

Reducing ACW time by accomplishing assignments while on the mobile device is a good practice as long as advisors interact with the client about what they’re doing and. This way, it keeps the customer in the circuit.

For more inputs on how to improve your ACWs, you should consider contacting us at Invensis Technology. Call Center Outsourcing Services


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