All Features Call Center Performance After Call Work

What is After Call Work (ACW) in call centers?

After Call Work is defined as the process of wrapping up the current call before being available for the next call. It can include logging notes about the call, emailing prospects on key points discussed, and updating comments on the CRM. Most call center software have a time set aside for agents during which they can do ACW. 

After call work time After call work time

How does ACW feature improve agent performance?

Dedicated time for follow-up

Freshcaller updates agent status to ‘ACW’ post every call. Rather than juggling calls continuously, your agents can proactively document the interaction, and follow up on any needs the customer may have had, ensuring a job well done. 

Increased productivity

With ACW time, your agents will not be disturbed by immediate incoming calls. They can tick-off action items immediately after the call. Saving them for later may cause them to miss out on a few action items, which can impact their productivity negatively. 

Improved feedback

With Freshcaller, supervisors can monitor agent calls in real-time. After a call ends is the perfect time to give quick feedback, and having a dedicated ACW time can help with that. You can give them inputs on details relevant to the particular call, and help them tweak scripts based on customer feedback.

Time for a breather

As a manager, you want your customers to have a superior experience. Your agents can use the ACW time to take a quick breather before moving on to the next call. This will help in preventing burnout and also keep your agents motivated and energized. 

Leverage the Freshcaller ACW time for agent productivity

Freshcaller updates your agent status to ACW post every call (the default is 30 seconds) during which your agents can perform any required post-call actions. As a supervisor, you can

  • Gain insights into the average ACW time through the comprehensive call summary report

  • Understand the time spent on ACW by each agent through the agent performance report

  • Provide feedback to agents based on the above metrics to help them adhere to the stipulated ACW time

leverage ACW for agent productivity leverage ACW for agent productivity

Sign up for Freshcaller to enable your agents to leverage this feature. Freshcaller is a cloud-based phone system, so once you’ve signed up, you can add agents, buy or port in phone numbers, and start making calls in a breeze. Freshcaller includes ACW time as part of the Average Handle Time calculation. Using the Advanced Call Metrics tab, you can evaluate the handle times of individual agents to improve customer experience.

Freshcaller - the all-in-one pack for call centers

Call notes

Enable agents to take notes during calls which will help share context during call transfers. Agents can use this feature to take notes while in conversation so as to not miss out on any important details. It will help maintain context when interacting with the customer.

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Call transfer

Enable your agents to connect the right person to the right call. Your agents can easily transfer calls to another agent/expert to facilitate quick resolutions. While cold transfer allows agents to transfer calls immediately, warm transfer helps set the right context.

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Agent dashboard

Your team of agents can use this dashboard to view their call statistics for the day and month. They can get access to the overall number of calls attended/missed/abandoned. Having first-hand visibility into these metrics can help your team improve their overall performance. 

FAQs on After Call Work