Solid Rock Consulting

Authored by: Juanita Coley

Guest Interview: Jonathan Hall

Hey there, WFM folks! In this edition of Tipsy Thursday blog, we’ll talk about ACW and explore why this often underestimated phase of customer service – sometimes even deemed worthy of elimination for some – is actually crucial. 

First, What is ACW? 

So, you just had a chat with a customer, helping them out with their query or concern. Hooray! But wait, your job isn’t done just yet! Welcome to the world of After Call Work (ACW), also known as the “wrap-up” phase.  

So, what exactly is ACW? It’s that slice of time after you’ve hung up the phone or closed the chat window with a customer. It’s when you jot down notes, update records,
send follow-up emails, or complete any other tasks related to that interaction.

Now that you understand what ACW is, let’s explore further its importance and how mastering this phase can take your customer service performance to the next level.  

The Importance of After Call Work (ACW) in Customer Service 

Now, some folks might think, “Hey, isn’t handle time enough? Why bother with ACW?” Well, hold your horses! ACW actually plays a unique role that handle time can’t fully capture. 

First off, ACW deserves to be tracked separately from Handle time. Why? Because it’s not just about how long you spend on the call or chat. It’s about the QUALITY OF THE INTERACTION and what happens next. By tracking ACW individually, you get a clearer picture of how efficiently you’re wrapping things up and serving customers beyond
the initial conversation.

Here’s the deal: the myth that ACW should be eliminated is, well, just that – a myth! Sure, in a perfect world, we’d wrap things up lightning-fast and move on to the next customer.
But in reality, every organization is different, with unique needs and customer demands. Trying to cut ACW to zero could do more harm than good.

Think about it this way: rushing through ACW could lead to sloppy notes, incomplete records, or missed follow-ups. And guess who suffers in the end? Yep, the customers!
Plus, by taking the time to tie up loose ends properly, you’re setting yourself and your team up for success in the long run.

Now, I’m not saying we should dilly-dally forever in ACW land. It’s all about finding the right balance. Maybe your organization needs to tweak its processes to streamline
ACW without sacrificing quality. Or perhaps you need to provide additional training or tools to help agents wrap things up more efficiently. Whatever the case, it’s worth
investing the time and resources to get it right.

To sum it all up: ACW might not be the flashiest part of the customer service journey, but there is no doubt that it’s one of the most important. By giving it the attention it deserves and recognizing its unique value, you’ll be well on your way to providing top-notch support that keeps customers coming back for more. So, keep rocking that ACW, my friends! 

Want to explore more of this topic? Book a WFM Discovery Call HERE!

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Until next time. Go BE Great! Go Make Impact! 🙂 

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