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Glossary

What is Auto Wrap-up?

Auto wrap-up is the amount of time spent by an agent in performing After-Call Work (ACW) after completing the interaction with customers. The automatic call distribution feature is programmed to automatically put call center agents into ACW once they finish off the conversation with customers. Auto wrap-up is also known as Post-Call Processing (PCP). The professionals of outsourced call centers are unavailable to receive another inbound calls while in this mode. The agents are required to accomplish works like entering data, filling out forms and making outbound calls necessary to complete the transaction.

Average Auto wrap up time is calculated using the formulae


Average Wrap-Up Time = (Total Handling Time - Total Hold Time - Total Talk Time)
                                                           Number Of Calls

Customer interaction does not necessarily end after the caller and agent disconnects the line. In addition, call center agents spend a few hours recording final data into the customer's account. However, ACW is vital for ensuring that the customer has been given the appropriate help. The average call wrap up time in the call center outsourcing industry is 6 minutes. The amount of time that an agent spends on ACW is associated with the call. This metric is typically displayed in reporting dashboards, and managers can also gain an overview of time spent in completing the After Call Work in real-time by viewing agents’ status.

After completing “after-call work”, staff put themselves back into “available” mode.



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