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