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What is After Call Work?
For upon |Freshcaller updates your agent status to After Call Work(ACW) post every call. Most call centers usually push their agents to answer back-to-back calls from customers without wasting time between calls. As a result, agents miss out on following up on items for the previous caller.
When an agent is busy with ACW, the agent availability status will go from ‘BUSY’ to ‘AFTER CALL WORK’. The agent can manually override this status change, should he/she feel that they have already completed tasks related to the previous call. This real-time agent status indicator helps the call center
admins or supervisors monitor the performance of the agents in their call center.
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How does ACW feature improve agent performance?
The Freshcaller ACW Advantage
After Call Work (ACW) in Freshcaller gives agents a minute to add call notes, update ticket information, update their CRM tool, reach out to other teams to solve the customer’s issue or seek feedback, and email the customer with information on the action items.
Freshcaller includes ACW time as a part of the Handle time calculation. Handle time is the time spent by an agent to handle a call. Using the Advanced Call Metrics feature, you can download and analyze the handle times of individual agents and figure out who is resolving calls quicker than others.
Use the ACW feature in Freshcaller to help your call center agents deliver a superior customer experience.
The article was originally published here.
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