What Is Wrap-Up Time?
Wrap-Up Time, also known as After-Call Work (ACW), refers to the duration an agent spends on administrative tasks immediately following a customer interaction. These tasks might include logging call details, updating customer records, tagging call outcomes, or initiating follow-up actions.
Wrap-Up Time is a vital part of contact centre workflows as it directly impacts agent availability and overall efficiency. Excessively long wrap-up periods can reduce the number of handled interactions per hour, while too-short wrap-up windows may result in rushed or incomplete documentation.
This metric is often tracked and optimised through workforce management systems to balance quality of recordkeeping with operational productivity.
Why Wrap-Up Time Matters
Efficient Wrap-Up Time contributes to consistent record accuracy, reduced wait times for customers, and overall agent productivity. Monitoring and managing this time helps contact centres achieve smoother workflows and better utilisation without compromising data integrity.
Related Terms:
- After-Call Work (ACW)
- Average Handle Time (AHT)
- Agent Utilisation
- Call Handling Time