After-Call Work Time (ACW)

Related KPIs

After-Call Work Time (ACW) Interpretation

High ACW values suggest inefficiencies in post-call processes, potentially leading to customer dissatisfaction and increased operational costs. Conversely, low ACW indicates streamlined workflows and effective use of resources. Ideal targets typically fall below a specific threshold, depending on industry standards.

• <5 minutes – Efficient processing and high customer satisfaction
• 5–10 minutes – Acceptable range; monitor for improvement opportunities
• >10 minutes – Potential inefficiencies; investigate root causes

Common Pitfalls

Many organizations overlook the significance of After-Call Work Time, leading to misaligned priorities and wasted resources.

• Failing to standardize post-call procedures can create confusion among agents. Without clear guidelines, agents may take longer to complete necessary tasks, increasing ACW and reducing overall productivity.
• Neglecting to leverage technology for automation can hinder efficiency. Manual data entry and processing often lead to errors and delays, extending the time spent on after-call work.
• Not providing adequate training on tools and processes can result in inconsistent performance. Agents unfamiliar with systems may struggle, leading to longer ACW and frustrated customers.
• Ignoring the importance of customer feedback can prevent necessary adjustments. Without insights into customer experiences, organizations may miss opportunities to streamline processes and reduce ACW.

Improvement Levers

Reducing After-Call Work Time requires a multifaceted approach focused on efficiency and clarity.

• Implement automated data entry solutions to minimize manual input. Automation reduces errors and accelerates the completion of after-call tasks, leading to lower ACW.
• Standardize post-call processes to create consistency across teams. Clear guidelines help agents complete tasks more efficiently, reducing variability in ACW.
• Provide ongoing training and support for agents on tools and best practices. Empowering staff with knowledge enhances their ability to handle after-call work swiftly and accurately.
• Encourage regular feedback loops to identify bottlenecks in processes. Actively seeking input from agents can uncover inefficiencies and inform targeted improvements.

After-Call Work Time (ACW) Case Study Example

A leading telecommunications provider faced challenges with high After-Call Work Time, averaging 12 minutes per interaction. This inefficiency strained resources and negatively impacted customer satisfaction scores. To address this, the company initiated a project called “Streamline Success,” focusing on process optimization and technology integration.

The initiative included implementing an AI-driven tool that automatically populated customer information into the CRM system, significantly reducing manual entry time. Additionally, the company standardized post-call procedures, providing agents with clear guidelines on completing after-call tasks. Training sessions were conducted to familiarize staff with the new technology and processes, ensuring a smooth transition.

Within 6 months, After-Call Work Time decreased to an average of 7 minutes, resulting in a 40% reduction in operational costs associated with customer service. Customer satisfaction scores improved as agents were able to focus more on resolving issues during calls rather than on administrative tasks afterward. The success of “Streamline Success” not only enhanced efficiency but also positioned the company as a leader in customer service within the industry.