In call center outsourcing industry, Post Call Processing (PCP) is simply defined as duration of time spent between two successive calls. It is actually the processing time that call center agents take to perform the post call formalities. It includes a series of business specific processes and functions that take place once a call gets disconnected. These primarily include filling necessary forms, making notes regarding crucial information and taking references of relevant calls to eliminate the issues of customers. It is often known as wrap time and after-call work.
Once a call ends, an agent updates his system with the resolution offered to a caller, further steps to be taken, details or order notes. He may also be required to make some outbound calls or send some e-mails during this time to process or progress the resolution. Post call processing is considered to be a time consuming task and agents cannot attend incoming calls while performing post call formalities. It is an important task that should be done diligently.
Considering its importance and the impact that documenting wrong information can lead to, it becomes crucial for call center managers to ensure that post call processing is done properly by agents and that they are not stressed or tempted into doubling-up this period as available for attending next call or even worse, welcoming the next caller while still entering the details and notes from the previous call.
To ensure that agents make the most of that post call processing is done properly and efficiently, managers should train the agents clearly regarding what is prerequisite in text, logs or notes pertaining to a call. They should not only be trained on how to use call text, but should also be well aware of the level of detail that is required and abbreviations that are acceptable.