What Does It Mean?
The average after-call work time KPI (ACWT) tracks how long it takes a call center employee to finish all the tasks related to a customer call once the caller hangs up. This includes data input, updating databases, filing paperwork, and other tasks, and is usually measured in seconds, as opposed to longer time measurements.
A Call Center Representative Efficiency Sisense Dashboard
Why Does It Matter?
When measuring customer service analytics at a call center, understanding how employees are using their time is vital. ACWT KPIs help you evaluate how your staff is spending their time, how calls are being handled, and uncover the biggest pain points being encountered when it comes to creating a more efficient workflow for your employees.
More than being a tool to punish your staff, ACWT should instead delineate how to make their lives easier. A high value for after call work time can be an indicator that your staff is spending too much time on post-call administrative work and not maximizing the time they have on the phone.
How Do You Measure the KPI?
Average after-call work time is measured by adding the total time spent by a specific representative (or team) over a set period and dividing the sum by the total number of calls over the same timeframe. When measuring this KPI, you should include both inbound and outbound calls, though you can divide them when measuring ACWT.
What Sources Would You Use to Measure the KPI?
Measuring ACWT starts with tracking the immediate post-call period. You can use call records to compare ending times to the period your staff moved on to the next tasks, or when they officially closed an open card or request. Additionally, self-reported data (employees marking their own post-call work) is a great way to keep better track of ACWT.
Give Me an Example…
Let’s imagine your call center handles thousands of calls a day, but you find that your support staff is handling fewer calls than usual. Although the volume of calls hasn’t changed, the number of answered calls has varied.
Measuring the average after-call work time can help you identify if the problem is the procedures in place to mark a call completed. A high value may be a sign that your post-call procedures are inefficient, or that time isn’t being maximized during a call.
What Benchmark/Indicators Should I Use?
- Length of post-call tasks
- Call resolution time
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