After-Call Work (ACW)
After-Call Work (ACW), sometimes called wrap-up time or post-call processing, is the important task that customer service representatives do right after finishing a phone call with a customer. This includes things like writing notes about the call, updating customer records, sending follow-up emails, or creating support tickets. It's a crucial part of customer service jobs because it ensures all customer interactions are properly documented and any promised follow-up actions are initiated. Similar terms include post-call processing, call wrap-up, or wrap time.
Examples in Resumes
Maintained an average After-Call Work time of under 4 minutes while ensuring 100% accuracy in customer documentation
Reduced ACW duration by 25% through efficient note-taking and documentation practices
Trained new hires on best practices for After-Call Work and customer record management
Typical job title: "Customer Service Representatives"
Also try searching for:
Where to Find Customer Service Representatives
Online Communities
Job Boards
Professional Resources
Example Interview Questions
Senior Level Questions
Q: How would you improve ACW efficiency for a team of 50 agents?
Expected Answer: Look for answers that demonstrate experience in process improvement, such as implementing standardized templates, providing proper training, using efficient software tools, and monitoring metrics to identify areas for improvement.
Q: How do you balance quick ACW completion with accuracy?
Expected Answer: Strong answers should emphasize the importance of both speed and accuracy, mentioning strategies like creating efficient templates, prioritizing important information, and developing a systematic approach to documentation.
Mid Level Questions
Q: What information do you typically include in your after-call documentation?
Expected Answer: Should mention key elements like customer contact details, issue description, solutions provided, follow-up actions needed, and any relevant account notes or updates.
Q: How do you manage your ACW time effectively?
Expected Answer: Should describe practical techniques like taking notes during calls, using shortcuts or templates, and organizing information efficiently while maintaining accuracy.
Junior Level Questions
Q: What is ACW and why is it important?
Expected Answer: Should be able to explain that ACW is the time spent documenting calls and completing related tasks after customer interaction, and why proper documentation matters for customer service.
Q: How do you ensure accuracy in your after-call documentation?
Expected Answer: Should mention basic practices like double-checking information, using spell-check, reviewing notes before submitting, and following company documentation guidelines.
Experience Level Indicators
Junior (0-1 years)
- Basic call documentation
- Following documentation templates
- Simple ticket creation
- Basic time management
Mid (1-3 years)
- Efficient documentation practices
- Meeting ACW time targets
- Proper escalation documentation
- Detailed customer interaction records
Senior (3+ years)
- Training others on ACW best practices
- Process improvement
- Complex case documentation
- Team performance monitoring
Red Flags to Watch For
- Consistently long ACW times without justification
- Poor documentation quality or incomplete records
- Inability to multitask during calls to reduce ACW
- Lack of attention to detail in call notes
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