After-Call Work (ACW) is a necessary part of running a contact center, but when it starts piling up, it can slow everything down. Agents need to log interactions, update customer records, and schedule follow-ups, but too much time spent on ACW means longer Average Handle Time (AHT) and fewer calls handled. The challenge is finding the right balance—keeping documentation thorough while making the process as efficient as possible.
Strategic approaches, the right technology, and streamlined workflows help contact centers reduce ACW while maintaining service quality. Optimizing ACW leads to better efficiency, improved agent performance, and a smoother customer experience.
After-Call Work (ACW) refers to all the tasks an agent must complete after finishing a call with a customer. These tasks typically include logging call notes, summarizing conversations, updating customer records in a CRM or database, and more.
ACW is a key performance indicator (KPI) for call centers because it directly impacts overall efficiency and resource allocation. A high ACW time can lead to longer customer wait times and reduced agent availability, while an optimized ACW process can enhance customer satisfaction and agent productivity.
According to the International Finance Corporation, an average agent spends about 6 minutes on post-call tasks after every customer interaction. Since ACW is factored into Average Handling Time (AHT), prolonged ACW leads to increased operational costs and inefficiencies.
While ACW tasks can vary between call centers, most post-call processes follow these five key steps.
Agents document key takeaways from the call, such as the issue discussed, the resolution provided, and any follow-up needed. Keeping records clear and concise helps maintain customer history and allows for smoother interactions in the future.
Best practices include using structured note-taking methods or AI-generated transcriptions to reduce manual entry.
Depending on the nature of the call, agents may need to forward a case to a specialist, request a supervisor review, or update Know Your Customer (KYC) information. This step is critical in ensuring customer issues are fully addressed. Automating common post-call tasks can drastically cut down on ACW time.
If the issue requires additional handling, it must be assigned to the right person. Having a well-structured escalation process ensures the task is passed to a knowledgeable agent who can resolve it efficiently. CRM automation can help streamline task assignments based on agent expertise.
Agents need to update customer details, including preferences, requests, and resolutions. This step ensures a smooth experience for future interactions. AI-powered CRM integrations can simplify data entry and minimize the time required for this task.
ACW time allows agents to document key complaints, suggestions, or insights that can help improve operations. Speech analytics and AI-driven feedback tools can automatically categorize feedback, making this process more efficient.
Reducing ACW plays a key role in making sure customers receive top-quality service from agents. A well-structured ACW process helps maintain operational effectiveness while supporting agent performance and job satisfaction. ACW impacts agent performance by:
Tracking After-Call Work (ACW) is necessary for improving agent efficiency and overall contact center performance. Monitoring ACW time can help businesses identify inefficiencies, streamline workflows, and enhance the customer experience.
Excessive ACW leads to longer hold times for incoming calls and reduces availability for outbound calls. By tracking ACW, contact centers can pinpoint bottlenecks, whether they stem from complex processes, inadequate tools, or lack of training. Addressing these issues helps shorten ACW time, allowing agents to assist more customers and reduce wait times.
One company that successfully optimized ACW tracking is Accolade, a healthcare provider that significantly improved efficiency using Observe.AI. By leveraging AI-powered automation and real-time insights, Accolade reduced ACW time by over 50%, enabling agents to serve more customers and enhance overall service quality. This reduction not only improved call handling times but also created a better experience for both agents and customers.
Monitoring ACW time can uncover hidden operational challenges, such as inefficient workflows, outdated systems, or unclear procedures. When agents spend too much time on post-call tasks, it may indicate the need for system improvements or process adjustments. Identifying these inefficiencies allows contact centers to refine their operations, optimize workflows, and eliminate unnecessary steps.
A sudden increase in ACW time can signal training gaps or workflow issues that hinder productivity. By tracking ACW, supervisors can provide targeted coaching, making sure agents complete post-call tasks efficiently. Additionally, real-time monitoring allows managers to address performance concerns quickly, keeping agents engaged and improving overall service quality.
Reducing ACW is key to maintaining high efficiency in a call center without compromising service quality. While ACW is necessary, there are many ways to streamline and reduce its impact.
One of the most effective ways to reduce ACW is by leveraging AI-powered automation. Manual note-taking and data entry take up a significant amount of an agent’s post-call time, but AI can streamline these processes and enhance efficiency.
Data entry is one of the biggest contributors to extended ACW times. Integrating CRM software with call center tools can significantly reduce the need for manual input and speed up post-call workflows. Integrating call center software can help:
Agent training plays a crucial role in reducing ACW time. Many agents struggle with inefficient note-taking or slow documentation processes, which can be improved through coaching and best practices.
Keeping a close eye on ACW time across different teams and call types can help uncover inefficiencies and remove redundant steps from post-call workflows.
Setting a clear time limit for ACW can help agents stay on track and prevent excessive post-call processing. A structured time management approach ensures that agents complete tasks efficiently without unnecessary delays.
Artificial Intelligence can significantly reduce ACW by automating repetitive tasks and providing call center agents with real-time guidance during customer interactions. Implementing AI in a contact center allows agents to focus more on customer interactions and less on administrative work.
Optimizing After-Call Work (ACW) isn’t about eliminating it—it’s about working smarter. With Observe.AI, companies can leverage AI-driven automation, real-time analytics, and intelligent coaching to streamline workflows, minimize manual tasks, and empower agents to focus on delivering top-tier customer experiences.
Integrating Observe.AI’s advanced solutions can help contact centers reduce ACW, lower Average Handle Time (AHT), and boost agent productivity without compromising service quality. Ready to transform your post-call processes? Partner with Observe.AI today and take your contact center efficiency to the next level.
