After-Call Work (ACW)

ACW is a component of average handle time (AHT). An automatic call distributor (ACD) work-state tracks how long each customer service/support staff (CSS) takes to complete necessary tasks related to that interaction. This includes online entries that could not be completed during the call, such as call wrap-up codes, free text comments, and research. On some ACD systems, this is also called wrap.

ACW is an essential component of the overall contact center workflow. It ensures the agent completes all required follow-up activities before proceeding to the next interaction.

During the ACW period, agents typically perform various tasks, which may include:

• Documentation: Agents update customer records, enter relevant notes, or complete any required forms or documentation related to the interaction.
• Ticket Management: Agents may create or update support tickets or service requests to track and resolve customer issues.
• Follow-up Actions: If the interaction requires additional steps, such as scheduling a callback or coordinating with other departments or teams, agents use ACW time to initiate those actions.
• System Navigation: Agents may navigate different software systems or applications to access relevant information or perform necessary updates.
• Knowledge Base or Training: Agents may consult internal knowledge bases or training materials to find solutions, gain additional product knowledge, or improve their skills.

The duration of ACW can vary depending on the complexity of the interaction, the tasks involved, and the organization’s specific processes. Contact center supervisors or managers typically monitor ACW time to ensure agents are utilizing it efficiently and to identify any areas for improvement in terms of productivity and service quality.

By allocating dedicated time for ACW, contact centers can enhance customer service quality, streamline workflows, and ensure that all necessary tasks are completed promptly and accurately after each customer interaction.