What is After Call Work, (ACW)
A collective set of tasks executed by call center agents after finishing the conversation with the customers is termed as After Call Work. ACW typically includes updating the database with information collected during the call, which will help in the future interactions with the customer, and notifications to other divisions on further action to be taken, and of course adding the solution to the knowledge base if the issue is resolved. After Call Work is a component of a critical call center KPI, the Average Handle Time. While on ACW, the agent would not be able to accept any call, and is also often called Post Call Processing or Wrap up.