What is ACW in the context of call handling?

In the context of call handling, ACW stands for After Call Work. This term refers to the period of time that a customer service representative spends completing tasks related to a call after it has ended. During ACW, agents typically update records, document the conversation details, enter any necessary information into a system, and prepare for the next call. This step is crucial for ensuring accurate data entry, maintaining a clear record of customer interactions, and providing continuity in customer service.

After Call Work is essential for maintaining effective communication and workflow within a support center, as it allows agents to ensure that all necessary actions have been taken following a customer interaction. Proper handling of ACW can also improve overall call center efficiency, effectiveness, and customer satisfaction.