After Call Work (ACW)

What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

What Does After-Call Work (ACW) Mean in a Call Center?
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Chris Kontes

Your agents might be off the phone, but they’re not off the clock. The meaning of after-call work (ACW) in a call center refers to the tasks agents complete immediately after a customer interaction, like updating the CRM, tagging the call type, or scheduling follow-ups.  It’s not just admin overhead: ACW directly impacts average handle…

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    What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

    What Does After-Call Work (ACW) Mean in a Call Center?

    Chris Kontes Headshot

    Chris Kontes

    Read More