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List of Call Centre Terminologies

What is ACW (After-Call Work)?

Following-Call Work (ACW) refers to a set of duties that must be accomplished after a client interaction. These tasks involve updating the system, noting the cause for contact and the outcome, updating coworkers, and scheduling follow-up actions.

For various client inquiries and resolution requests, ACW varies. For the period of ACW, no standard has been established. However, because it has an effect on AHT, it needs to be continuously monitored.

What is the significance of ACW?

ACW is a crucial KPI because it has a direct impact on contact centre efficiency. It's critical to have a complete understanding of how your agents spend their time. According to the International Finance Corporation, every client engagement takes a representative roughly 6 minutes to complete post-call procedures. The average handling time (AHT) of a call includes ACW, which is a significant component of operational efficiency.

ACW has a direct influence on-call time, agent efficiency, and contact centre productivity as part of AHT. According to this source,

Contact centres can benefit from tracking ACW.

Customer wait times are shorter.

Longer ACW periods result in longer incoming call hold times and even shorter outgoing call time frames. The need for technical assistance or training to remove workflow bottlenecks that are causing longer customer wait times is revealed by effectively tracking ACW.

Process flaws should be highlighted.

ACW time tracking can show any underlying operational concerns that are slowing agents down, such as unpleasant process modifications or complex system interfaces. To save time and improve the overall effectiveness of a contact centre, it is critical to delve further into these difficulties.

Agent performance improvement

Due to the recurring nature of the jobs, a rapid increase in the ACW measure may suggest a new process issue that requires specific attention and action. Supervisors can train or advise agents who are spending too much time on post-call processing duties if the ACW time is tracked efficiently.


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