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after call work time (ACW)
Home » After Call Work Time

After Call Work Time

posted on April 15, 2022

The term “After Call Work Time” (aka “ACW”) is the amount of time taken by a call center agent after hanging up a call. The After Call Work Time is the time it takes the agent to complete the record of that call.

After call work time may be used to update a customer record, enter notes about the call in a CRM, send a confirmation email, etc. The ACW work may also be completing an order form or complaint form and sending it to the appropriate department. The work may also be associated with properly dispositioning the call. After Call Work Time is also used to identify the time an agent spends after finishing a chat, email or other type of interaction. After Call Work is also referred to by call centers as ACW.

Call centers need to track ACW on a floor-wide, campaign, and agent-level basis. Is “agent 123” taking way too much time in after call work? Is the inbound customer service campaign causing lots of after call work? These insights allow call center managers to implement corrective changes that can make agents, campaigns and call centers more efficient and productive.


Related Definitions:

  1. Abandoned Calls Abandoned calls are calls that were answered by the phone system (such as the ACD) but never reached a call center agent because the caller either hung up (usually due to a long wait), the caller was interrupted, or the caller realized he/she misdialed and arrived at the wrong number. A high number of abandoned calls can […]…
  2. Call Pop A call pop (also known as a “screen pop”) is a way for a call center to present information about a call to an agent in conjunction with the arrival of an inbound call. A call pop can also be used to present a script or a CRM record to the call center agent. Call […]…

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