After Call Work (ACW)
After Call Work (ACW), also known as post-call processing or wrap-up time, is the tasks that customer service representatives complete after finishing a call with a customer. This includes updating customer records, writing notes about the conversation, setting up follow-up tasks, or completing required paperwork. It's an important measure in call centers because it affects how many calls an agent can handle per day. Good ACW practices help keep customer records accurate while maintaining efficient call center operations. When reviewing resumes, you might also see this referred to as "wrap time" or "post-call processing."
Examples in Resumes
Reduced After Call Work time from 5 minutes to 2 minutes while maintaining 98% accuracy
Trained new hires on efficient ACW processes and best practices
Achieved top performance metrics with an average After Call Work (ACW) time under 3 minutes
Typical job title: "Call Center Representatives"
Also try searching for:
Where to Find Call Center Representatives
Online Communities
Job Boards
Professional Resources
Example Interview Questions
Team Lead/Supervisor Questions
Q: How would you coach an agent to improve their ACW time without compromising quality?
Expected Answer: Should discuss methods like creating templates, using shortcuts, prioritizing important information, and providing proper tools and training while maintaining accuracy of documentation.
Q: What strategies have you implemented to reduce ACW time across a team?
Expected Answer: Should mention implementing best practices, creating standardized processes, using efficient software tools, and providing proper training and monitoring systems.
Experienced Agent Questions
Q: How do you balance quick ACW completion with accuracy?
Expected Answer: Should explain their system for efficient note-taking during calls, use of templates or shortcuts, and how they verify important information before submitting.
Q: What do you include in your after-call notes and why?
Expected Answer: Should describe essential information like call outcome, customer requests, actions taken, and follow-up needed, while explaining why each element is important.
Entry Level Questions
Q: What is ACW and why is it important?
Expected Answer: Should understand that ACW involves documenting call details and updating records, and its importance for customer service continuity and tracking.
Q: How do you organize your ACW tasks?
Expected Answer: Should demonstrate basic understanding of prioritizing tasks, following documentation procedures, and managing time efficiently.
Experience Level Indicators
Junior (0-1 years)
- Basic call documentation
- Using call center software
- Following ACW procedures
- Simple data entry
Mid (1-3 years)
- Efficient note-taking
- Quick and accurate documentation
- Multi-tasking during calls
- Using templates and shortcuts
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 skills
- Inability to use basic computer software
- Resistance to following standard procedures
Related Terms
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