Average After-Call Work Time (AAWT)

Related KPIs

Average After-Call Work Time (AAWT) Interpretation

High AAWT values indicate inefficiencies in post-call processes, potentially leading to customer dissatisfaction and increased operational costs. Conversely, low AAWT values suggest streamlined workflows and effective issue resolution. Ideal targets typically fall within the range of 5 to 10 minutes, depending on the complexity of the service provided.

• <5 minutes – Excellent performance; indicates high efficiency
• 6–10 minutes – Acceptable range; monitor for potential improvements
• >10 minutes – Requires immediate attention; investigate root causes

Average After-Call Work Time (AAWT) Benchmarks

• Telecommunications industry average: 8 minutes (Gartner)
• Financial services average: 7 minutes (Forrester)
• Healthcare average: 9 minutes (McKinsey)

Common Pitfalls

Many organizations overlook the nuances of AAWT, leading to misguided strategies that fail to address underlying issues.

• Failing to analyze call types can skew AAWT data. Different call complexities require varying after-call work, making it essential to segment data for accurate insights.
• Neglecting to provide adequate training for staff results in inefficiencies. Without proper guidance, agents may struggle with post-call tasks, prolonging AAWT unnecessarily.
• Ignoring technology upgrades can hinder operational efficiency. Outdated systems may lack automation features that streamline after-call processes, increasing time spent on administrative tasks.
• Overlooking customer feedback can perpetuate inefficiencies. Engaging customers for their insights can reveal pain points that, when addressed, improve AAWT and overall satisfaction.

Improvement Levers

Reducing AAWT hinges on optimizing processes and leveraging technology to enhance agent productivity.

• Implement automated post-call workflows to minimize manual input. Automation can significantly reduce the time agents spend on after-call tasks, allowing them to focus on customer interactions.
• Provide ongoing training and resources to agents. Regular workshops on best practices can equip staff with the skills needed to resolve issues efficiently, thereby lowering AAWT.
• Utilize analytics to identify common after-call tasks. By understanding which tasks consume the most time, organizations can streamline processes and reduce unnecessary steps.
• Encourage collaboration among teams to share insights. Cross-departmental communication can uncover best practices that enhance overall efficiency and reduce AAWT.

Average After-Call Work Time (AAWT) Case Study Example

A leading telecommunications provider faced challenges with its Average After-Call Work Time (AAWT), which had risen to 12 minutes, significantly impacting customer satisfaction and operational costs. The company initiated a comprehensive review of its post-call processes, identifying bottlenecks in data entry and follow-up tasks. A cross-functional team was formed to streamline these workflows, focusing on automation and agent training.

By implementing a new customer relationship management (CRM) system with integrated automation features, the company reduced manual data entry by 60%. Additionally, agents received targeted training on efficient post-call practices, enabling them to resolve issues more effectively. Within six months, AAWT decreased to 8 minutes, aligning with industry benchmarks and improving customer satisfaction scores by 15%.

The initiative not only enhanced operational efficiency but also freed up agents to handle more calls, ultimately increasing overall productivity. The financial impact was substantial, as the company realized a reduction in operational costs, allowing for reinvestment in customer service enhancements. This case illustrates the importance of addressing AAWT as a strategic priority for driving value and improving customer experiences.