What is After-Call Work?

Also called: ACW, Wrap-Up Time, Post-Call Processing

After-call work (ACW) is the time agents spend completing tasks related to a call after the conversation ends. This includes updating CRM records, writing notes, sending follow-up emails, scheduling callbacks, or processing transactions. ACW is a key component of Average Handle Time and directly impacts agent availability.

Common After-Call Work Tasks

  • Documentation — Updating customer records and case notes
  • Disposition coding — Categorizing the call reason and outcome
  • Follow-up scheduling — Setting reminders or callbacks
  • Email/SMS — Sending confirmation or requested information
  • Escalation — Routing complex issues to specialists

Reducing ACW

Long ACW times reduce agent availability and increase costs. Strategies to reduce ACW include:

  • Automating CRM updates with CTI integration
  • Using AI-generated call summaries
  • Streamlining disposition codes
  • Pre-populating forms with caller data

Related Terms

Reduce ACW with automation. Platform28's AI summarization and CRM integration minimize post-call work. Request a demo.

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