Average after-call work time is the average amount of time taken by an agent performing supplementary work after ending the call. After call work is time during which caller hung up and during which they are unavailable to take another call. It is also known as wrap-up and post call processing (PCP). It is work that is necessitated by and immediately follows an inbound transaction. It includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agents remain unavailable and complete required after call work required and later put them to available mode so as to receive another inbound call.
The professionals of inbound call center not only help in increasing the productivity of businesses but also improve exceptional customer experience, thereby delivering tangible results.