{"id":11122,"date":"2024-02-22T09:00:02","date_gmt":"2024-02-22T08:00:02","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/after-call-work-acw-how-to-manage-data-after-a-call\/"},"modified":"2024-03-20T16:14:47","modified_gmt":"2024-03-20T15:14:47","slug":"after-call-work-acw-how-to-manage-data-after-a-call","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/after-call-work-acw-how-to-manage-data-after-a-call\/","title":{"rendered":"After Call Work (ACW): How to manage data after a call?"},"content":{"rendered":"

When we talk about After Call Work <\/strong>, we refer to all those tasks that are carried out in the contact center after a phone call with a customer. In this article you will find all the information you need to incorporate best practices and thus optimize your ACW <\/strong> processes.<\/p>\n

What is After Call Work (ACW)<\/strong><\/h2>\n

\"acw-hombre-pc\"<\/p>\n

As mentioned before, After Call Work<\/strong> concens all those tasks that an agent or adviser<\/a> does after interacting with a client in a phone call<\/strong>. We are talking about everything that agents write down or do after they finish speaking with a customer, such as: why did he\/she call, the result of the call, follow-up actions to be carried out, etc..<\/p>\n

To sum up, it is a series of actions that, although in many cases we do not attribute a specific name to them, configure this activity which is called After Call Work <\/strong>.<\/p>\n

But who performs this set of actions? As you can imagine, the profile is very broad, since it can encompass both freelance professionals <\/strong> and companies <\/strong> with large contact centers. Therefore, in short, any professional who uses the telephone for work matters should know this term and learn to correctly manage the data derived from it.<\/p>\n

As we will now see, a good management of the After Call Work will have a positive impact on the process of transforming the contact center into a true center at the service of the customer experience<\/a>.<\/p>\n

Tasks covered by the ACW<\/strong><\/h2>\n

The tasks <\/strong> covered by the ACW <\/strong> are not always the same, since they depend on the type of work being carried out in each specific case. However, some of the main tasks are: the reason for the call, what product the customer is interested in, available budget, how did he\/she got to know the company, what information is pending to be sent, fill in any pending forms, etc <\/strong>.<\/p>\n

Basically, you should write down and ask yourself everything that is considered essential to work with that client. Therefore, it is necessary that you adapt the ACW to the specific requirements and needs of your company.<\/p>\n

It should be taken into account that, in ACD systems <\/strong> (Automatic Call Distributor, Automatic Call Distribution), while an agent is working on After Call Work tasks, he will not be available to answer any other incoming calls, which will be reflected in its status.<\/p>\n

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How much time should be spent on After Call Work?<\/strong><\/h2>\n

Naturally, the ACW will not always have the same duration <\/strong>, since, even if we try to orient the customer in one direction, it can always end up lengthening the call.<\/p>\n

Nevertheless, there are 4 factors<\/strong> that clearly influence the duration of the ACW:<\/p>\n