After call work time is a term used to describe the time taken by an agent to complete any transactions or work for a customer after the call has ended. This is considered as an important bit of time in a contact center once a call has ended when the advisor can update the system with the caller’s resolution, next steps, details or order notes. Apart from this, they may also need to make some outbound calls or send emails during this time to progress the caller’s resolution. Once it is done, the agent has to feed the relevant data into the CRM software so that it can be recorded for security purpose and for future marketing needs.
Now, we know the significance of after call work time. Let’s have a look at some of the strategies to reduce it in order to increase the efficiency of the call center:
1. Provide proper training to the agents:
In order to reduce the after call work time, you need to train your agents clearly on what is required in call text, logs or notes. You can consider employing speech analytics software to make entries into the CRM data sheet or call logs automatically. You need to train your agents appropriately before they can use this technology efficiently. Their minds should be trained in a way that they are able to multi-function. They should be efficient enough to not make typos and spot them quickly. Moreover, they should be able to make some notes and entries while talking to the client without taking the attention of the caller. This would help improve KPIs.
2. Strive to manage time classifications:
The overall wrap times of a call center will be hugely inflated if people are using these for breaks, chat time, drink refills, etc. As a matter of fact, most contact centers do have targets on wrap time, which can vary depending on the type of center, but often around 5% of average handling time is used. Making the time classifications clear at a team briefing can help in improving the metrics to a large extent.