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List of Call Centre Terminologies

What is Wrap-Up Time (or Wrap Time)?

Wrap-up time, also known as wrap time, refers to the time spent by a call centre representative completing follow-up work after the discussion has ended. Wrap time is still considered as part of the discussion even if the customer is no longer there.

While average handling time (AHT) displays the overall commitment of time, wrap time shows the customer's time investment. Call centres may learn the activities agents are doing during wrap-up time and how to increase productivity by watching wrap-up time. You can better manage your time, resources, and efficiency by cutting down on wrap-up time.

Importance of cutting down on wrap-up time

The proportion of customer-facing interaction may be calculated using wrap-up time. The Average Handling Time Statistics includes wrap-up time. There are two major benefits to ensuring sufficient time between calls. The first is to verify that the data that professionals submit into the call centre system is correct, and the second is to eliminate any friction that might harm outcomes.

Calculate the time it will take to finish up.

To see how much time agents spend talking to clients, compare wrap-up time to average handling time. The following formula may be used to calculate the wrap-up time at your call centre:

Handle time – (hold time + conversation time) = wrap-up time

What Are the Benefits of Wrap Time?

Wrap time is a useful indicator for determining how much of an encounter is focused on the client.

Separating wrap time from AHT shows the customer's time investment. Many contact centres strive to reduce wrap time in the hopes of lowering total AHT without severely impacting the customer's experience because the client is not directly involved.

We can better maximize our service level by minimizing AHT, but we must be careful in how we do it, even with wrap time.

Wrapping Time Calculation

We need to know how to calculate and measure wrap time before we can provide some amazing techniques to reduce wrap time and hence AHT without putting pressure on advisers.

Wrap time is calculated using the formula:

Wrap Time = Total Wrap Time / Number of Calls

However, although we can perform this manually, trace reports should provide the wrap durations for all advisors and contact reasons automatically.

While tracking one or two specific cases of extended wrap times may be challenging owing to the nature of the conversation, these reports will give you an average wrap time for each adviser. With averages for each adviser, you can see who is having trouble logging and scheduling their activities, as well as who is merely seeking a break.


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