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What is After call work(ACW)
ACW is the time that a call center agent spends on tasks that are not directly related to the customer interaction. This includes tasks such as updating the CRM system, sending follow-up emails, and scheduling follow-up actions. ACW is also known as post-call work (PCW).
There are a few ways to reduce the amount of ACW in a call center. One way is to automate some of the tasks, such as sending follow-up emails and updating the CRM system. Another way is to streamline the process by having the agent do the tasks while they are on the phone with the customer, rather than after the call has ended. Finally, you can reduce the amount of information that needs to be logged by only requiring the most essential details.
Why is After call work(ACW) important?
ACW is important because it is a necessary part of the customer service process. It is important to keep track of the details of every interaction with a customer, and ACW is the time that this is done.
After call work (ACW) logs also highlights workflow related issues, allowing contact centers to identify discrepancies in processes and quickly resolve issues.
