• Call to US
  • +1-888-795-2770 (US)
  • Call to Go4customer Call Center in India
  • +91-120-6619505(India)

What is After-Call Work?

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 “post-call processing” 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
Writing call notes
Updating information in a CRM or helpdesk
Providing feedback on customer sentiment
Sending an email to the caller

Automatic ACD calls appearing after consistently can keep agents busy giving them less time to record call details. However, this indubitably affects the quality of work. Thus, to reduce after call work, it is advised to inbound call center agents to keep a brief note while speaking to a customer to reduce future burden. Agents can reduce time by using shorthand and abbreviations and develop a style guide for staff reference.

Reducing time spent in after-call work often starts with agents training and improving the efficiency of agents. Streamlining business processes can not only reduce after-call work, but also agent frustration and burnout.The thumb rule that every outsourced call center agents should follow is to spend less time while performing after-call work. Reducing time spent in after call work helps in optimizing agent skill, equipping agents with the right tools, and streamlining business processes.

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >


The Beacon to hire a competent Customer Service Call Center

When you decide that your business requires assistance in some particular task, what is your approach? Typically, business owners respond in two ways: They either decide to fix the problem on th....

Read more>>

How AI Chatbots Are Modifying Customer Experience?

<p><span style="font-size:18px;"><span style="color:#000000;"><strong>INTRODUCTION</strong>&am....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo
Rating and Reviews – Call Center Go4customer.com is rated 4.7/5 in 19 reviews on Sitejabber.com.
Copyright © 2018 All rights Reserved at Cyfuture India Pvt. Ltd.