Are you looking to improve your customer service operations and enhance customer satisfaction? One often overlooked aspect of customer service is after-call work (AWC), but it plays a critical role in the overall customer experience.
This blog post will explore the importance of after-call work, how long it takes and strategies to improve it. Effective after-call work techniques can take your customer service to the next level, enabling you to provide better service to your customers.
Keep reading to find out more!
What is after-call work?
After-call work (AWC) refers to the time it takes for an agent to accept another call after ending an incoming call. It is a crucial component of Average Handling Time (AHT), which is the duration an agent takes to resolve a customer query.
AHT is a critical metric used when evaluating call center performance and it directly relates to customer satisfaction levels. Therefore, optimizing agent performance through appropriate after-call work processes is essential.
After-call work tasks may include:
- Updating customer query or complaint status in a CRM
- Completing call notes
- Following up on any commitments made during the call
Why is after-call work important?
Here are some reasons why after-call work is important in assessing the efficiency of a contact center:
- Performance tracking: After-call work allows for the tracking of agent performance, identifying any gaps in their work and understanding how they are performing.
- Efficiency benchmark: After-call work is an efficiency benchmark used in call centers. It encompasses the time an agent spends completing tasks after a call has ended, such as updating the system or filling out forms.
- Improves AHT: After-call work helps to improve AHT, which in turn improves the overall efficiency of the call center.
- Improves customer satisfaction: Have you ever thought about how you can satisfy customers before they even contact you? By quickly responding to inbound calls.
By improving response time, customers are more likely to be satisfied, as they do not have to wait for long periods to get hold of an agent.
- Identifies areas for improvement: Accessing after-call work helps managers identify the nature of problems that are coming in, allowing them to identify areas for improvement.
For instance, if the majority of after-call work revolves around CRM updates, you can consider implementing automation for specific query types to enhance efficiency.
How long does after-call work take?
The length of after-call work can vary, depending on the complexity of the call and the amount of documentation required. On average, it can take anywhere from 20 seconds to several minutes. In general, after-call work should not take more than 30% of an agent’s time.
It is important for companies to implement tools and guidelines to help reduce the amount of time spent on after-call work, such as automated call logging and customer record updating.
Additionally, providing agents with effective call handling and documentation training can also help reduce after-call work time.
The purpose of after-call work
The purpose of ACW is to ensure that all necessary information about the interaction is recorded and that any follow-up actions are scheduled or completed. This allows the agent to be fully prepared for the next interaction with the customer.
After-call work serves several purposes:
Documentation
ACW allows agents to document all relevant information about the interaction, including:
- Customer details
- Call notes
- Any commitments made during the call
This information can then be used by the agent or other agents in the future to provide better service to the customer.
Follow-up
ACW helps agents follow up on any commitments made during the call. This could include:
- Scheduling a callback
- Sending an email
- Creating a task for another team member
Quality assurance
ACW provides an opportunity for quality assurance teams to review the interaction and identify areas for improvement in the customer service process.
How can you reduce after-call work?
You can reduce after-call work by:
Providing clear and concise information
By providing agents with all the necessary information during the call, they can handle the call more efficiently and reduce the amount of time needed for ACW.
Automating certain tasks
You can automate tasks such as call dispositioning, ticket creation and follow-up notifications to reduce the amount of manual work required by agents.
Using tools such as knowledge bases and scripts
A knowledge base helps agents respond quickly to common queries. Providing agents with access to a knowledge base or script can reduce the need for after-call work.
Ongoing training and support
Providing ongoing training and support to agents can help them develop the skills they need to handle calls more efficiently. Agents who are well-trained can easily find the information they need, saving time.
It is also important for agents to receive sufficient training in listening skills. This way, they can quickly and accurately understand customers and take necessary notes.
Making the necessary integration
Imagine having to enter the necessary information into different systems within a short amount of time. It is highly likely that you may make a mistake.
To prevent this and to save time, it is recommended to use call center software that provides the necessary integration.
Getting feedback
In a call center, agents can provide firsthand insights into what they need and what areas need improvement to enable them to complete their work quickly.
Asking them about the tools they require or where they believe they need the most improvement is crucial.
Automating scheduling
To save time for agents in contact centers, integrate scheduling into CRM and dialer systems. This eliminates the need for manual input of calendar information for follow-ups with customers after calls and reduces time spent on scheduling callbacks.
By automating scheduling through integration, agents’ AWC time can be reduced, increasing overall productivity.
To sum up
In conclusion, after-call work is a critical aspect of the customer service experience that should not be overlooked. By reducing after-call work through effective strategies, you can improve customer service and satisfaction.
If you’re looking for a powerful call center software that can help you optimize your customer service operations, check out Call Center Studio. Call Center Studio can help you reduce after-call work and provide better service to your customers with features like:
- Post-call survey
- Auto dialer
- Priority routing
- Real-time analytics
Moreover, the software is integrated with many crucial systems, which makes it easier for your agents.
Book a demo today and see the difference for yourself!
