What is the Standard Time for After Call Work (ACW)?

Operations Management, Metrics/Performance Measurement

Sep 17, 2012

I am an inbound telecom contact center agent in Bangladesh. My company has given me a standard of 4 to 5 seconds for After Call Work (ACW), which I believe is not realistic. What are the standards in ACW that are accepted around the globe?

– Neaz Ahmed

Answers

  • Mantosh Singh Posted at 9:39AM on Sep 18, 2012

    20 seconds is a reasonable ACW post an inbound call. That will allow the rep to complete any leftover notes from the call & get prepared for the next one. If the team is sending any follow up KB links or web surveys then even 60 secs should be acceptable. Automating the ACW is the most effective way of managing it, set it at whatever level you want & then if some rep needs longer to wrap up then they can be monitored & assisted.

  • Laura Grimes Posted at 12:56PM on Sep 25, 2012

    There is not an industry standard. There should not be. After call work is a direct outcome of the processes you ask your agents to follow, the training that they have received and the technologies that an organization has in place. The real question is "Is ACW being used appropriately?" The only way that you can know that is to conduct time and motion studies and monitoring. Be careful to look at the processes defined by the organization - are they being followed? Also consider the reason for the call. This will give you the information you need to assess the usage of ACW. Good luck

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