After-call work includes the tasks which a call center agent performs after the completion of the phone call or end of the phone call. It is also known as â€śpost-call processingâ€ť wherein an agent needs to accomplish tasks after concluding the call. ACW is performed in the wrap-up time after every call. After call work includes work like sorting the reason of the call or disposition codes, scheduling follow-up contact time, etc. some of such work can be carried out during the phone call so as to reduce wrap-time. It is very necessary for call center agents should record accurate and error-free data so as to avoid any sort of discrepancies.
Common after-call tasks include:Logging a call disposition code