What is After-Call Work (ACW)?


Exploring After-Call Work (ACW) in Contact Centres

After-call work (ACW) encompasses the tasks and activities that agents are required to perform immediately following the conclusion of a customer interaction. These tasks ensure that all necessary information is recorded accurately and any follow-up actions are initiated to resolve customer inquiries or issues comprehensively.


Key Components of ACW:

  1. Data Entry: Updating customer records in the CRM system with details from the interaction.
  2. Issue Resolution: Documenting any unresolved issues and initiating follow-up procedures.
  3. Task Logging: Recording the nature of the call, customer concerns, and the solutions provided.
  4. Post-Call Communication: Sending follow-up emails or messages to customers to confirm resolution or provide additional information.


Importance of ACW

Efficient management of ACW is crucial for maintaining accurate customer records, ensuring prompt follow-up on customer issues, and improving overall service quality. Delays or inaccuracies in ACW can lead to incomplete customer records and unresolved issues, impacting customer satisfaction and operational efficiency.


Optimizing ACW Processes

  1. Streamlined Workflows: Implementing standardized procedures and templates for common ACW tasks.
  2. Technology Integration: Utilizing CRM and other software tools to automate and simplify ACW tasks.
  3. Training and Support: Providing agents with comprehensive training on ACW processes and tools to ensure efficiency and accuracy.
  4. Performance Monitoring: Regularly reviewing ACW completion times and accuracy to identify areas for improvement.



After-call work is an integral part of the customer service process, ensuring that all customer interactions are properly documented and followed up. By optimizing ACW processes, contact centres can enhance the accuracy of customer records, improve resolution times, and ultimately deliver better customer experiences.



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