ACW

Definition:

After-Call Work (ACW) is the set of tasks that call center agents must perform after completing a customer call, including logging details, updating CRM records, and preparing for follow-up actions. These tasks ensure that all customer interactions are accurately documented and tracked.

Example Use Case:

After resolving a customer issue on a call, an agent updates the CRM system with relevant notes, logs the outcome, and schedules a follow-up if necessary. This process ensures that the customer’s needs are tracked for future reference.

Best Practices:

• Automate Processes: Use software tools to automate as much of the ACW process as possible.
• Set Time Limits: Set reasonable expectations for how long ACW should take to keep agents on track.
• Prioritize Tasks: Train agents to prioritize the most critical post-call tasks.
• Monitor ACW Time: Track and analyze ACW durations to optimize performance.
• Integrate with CRM: Ensure seamless integration with CRM systems to reduce manual data entry.

FAQ:

What is After-Call Work (ACW)?
After-Call Work (ACW) is the post-call administrative tasks performed by agents to update customer records, log details, and prepare for future follow-up.

Why is ACW important in call centers?
ACW ensures that every customer interaction is accurately recorded, improving data quality and follow-up capabilities, and enhancing customer service.

How can ACW be optimized?
ACW can be optimized by automating tasks, using CRM integrations, and setting clear time guidelines for agents to follow.

Related Terms:

• Call Handling
• CRM (Customer Relationship Management)
• Post-Call Survey
• Call Center Efficiency
• Average Handle Time (AHT)

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