What is After-Call Work (ACW)?
After-Call Work (ACW) refers to the tasks that agents complete after a customer interaction before becoming available for the next call. These tasks typically include logging call details, updating customer records, sending follow-ups, or tagging call dispositions. ACW is a crucial component of Average Handle Time (AHT), as excessive ACW can reduce an agent’s availability and impact call center efficiency.
Why is ACW Important?
Efficient ACW management ensures:
- Better Customer Experience – Accurate call documentation helps with follow-ups and future interactions.
- Increased Agent Productivity – Reducing ACW time allows agents to handle more calls.
- Improved Call Center Metrics – Optimizing ACW contributes to lower AHT, better occupancy rates, and higher first call resolution (FCR) rates.
Common ACW Tasks
- Summarizing call notes in CRM software (Customer Relationship Management)
- Categorizing the call with disposition codes
- Scheduling follow-ups or callback queues
- Sending confirmation emails or tickets
- Updating customer accounts
How to Reduce ACW Without Compromising Quality
1. Automate Data Entry & Call Logging
Using AI-powered speech-to-text and CRM integrations can automate post-call documentation, reducing manual effort.
2. Use Call Disposition Codes Efficiently
Predefined disposition codes allow agents to quickly categorize calls instead of typing extensive notes.
3. Provide Real-Time Assistance with Knowledge Bases
Access to a knowledge base helps agents find quick answers, reducing the time spent writing lengthy summaries.
4. Train Agents on Effective Note-Taking
Short, structured, and relevant notes improve efficiency and make customer interactions seamless.
5. Leverage Workflow Automation Tools
Using ACD (Automatic Call Distributor) and IVR (Interactive Voice Response) to streamline post-call processes can significantly reduce ACW time.
Industry Benchmarks: How Long Should ACW Take?
- The industry standard for ACW varies but typically ranges between 30 to 90 seconds per call.
- High-performing call centers aim to keep ACW under 45 seconds without compromising documentation quality.
Technology & Tools That Help Optimize ACW
- CRM integrations for faster logging (Salesforce, HubSpot, Zendesk)
- AI-powered call analytics for automated summaries
- Workflow automation tools like Zapier to minimize manual tasks
Related Topics for Further Reading
- Average Handle Time (AHT) – How ACW impacts overall call handling efficiency
- Call Disposition Codes – How tagging calls effectively can reduce ACW
- Customer Relationship Management (CRM) – The role of CRMs in streamlining ACW
- First Call Resolution (FCR) – How ACW influences customer resolution rates
