After-Call Work Time

Related KPIs

After-Call Work Time Interpretation

High ACWT values often signify inefficiencies in call handling or follow-up processes, while low values indicate streamlined operations. Ideal targets typically fall within a range that balances thoroughness with efficiency.

• <5 minutes – Optimal for high-performing teams
• 5–10 minutes – Acceptable; consider process improvements
• >10 minutes – Review workflows and training

Common Pitfalls

Many organizations overlook the nuances of After-Call Work Time, leading to misguided strategies that fail to address root causes of inefficiency.

• Neglecting to analyze call data can result in missed opportunities for process improvements. Without understanding the reasons behind high ACWT, teams may implement ineffective solutions that do not address the underlying issues.
• Failing to provide adequate training leads to inconsistent handling of post-call tasks. Employees may struggle with unclear expectations, resulting in longer ACWT and frustrated customers.
• Overcomplicating post-call procedures can create unnecessary delays. Complex workflows often confuse staff and lead to errors, increasing the time spent on after-call tasks.
• Ignoring employee feedback on processes can stifle innovation. Frontline staff often have valuable insights into operational bottlenecks that, if addressed, could significantly reduce ACWT.

Improvement Levers

Reducing After-Call Work Time requires a focus on simplifying processes and empowering staff with the right tools and training.

• Implement streamlined workflows that minimize unnecessary steps in post-call processes. Simplifying tasks can significantly reduce ACWT while maintaining quality and accuracy.
• Invest in training programs that emphasize best practices for handling after-call tasks. Well-trained employees are more likely to complete their work efficiently, leading to lower ACWT.
• Utilize technology solutions, such as automated note-taking and CRM integrations, to reduce manual entry. Automation can save time and improve accuracy, directly impacting ACWT.
• Encourage a culture of continuous improvement by regularly reviewing ACWT metrics with teams. Engaging employees in discussions about performance can foster innovative ideas for reducing time spent on after-call work.

After-Call Work Time Case Study Example

A leading telecommunications provider faced challenges with its After-Call Work Time, which averaged 12 minutes per call. This inefficiency strained resources and negatively impacted customer satisfaction scores. The company initiated a project called “Efficiency First,” aimed at reducing ACWT through process optimization and staff training.

The project involved mapping out the entire after-call workflow to identify bottlenecks and redundancies. By introducing a new CRM system that integrated seamlessly with call handling, agents could access customer information more quickly and reduce manual data entry. Additionally, the company provided targeted training sessions focused on best practices for post-call tasks.

Within 6 months, the average ACWT dropped to 7 minutes, resulting in a 40% increase in customer satisfaction ratings. The streamlined processes not only improved efficiency but also allowed agents to handle more calls per hour, enhancing overall productivity. The success of “Efficiency First” led to a broader initiative focused on continuous improvement across all operational metrics, reinforcing the company’s commitment to data-driven decision-making.