Reducing After-Call Work (ACW) Time: A Critical Metric for Labor Efficiency

After-Call Work (ACW) refers to the tasks that an agent performs once the call is over, including documentation, sending emails, or updating the Customer Relationship Management (CRM) system. While these tasks are important, excessive ACW can seriously impact labor efficiency. This blog post discusses the importance of minimizing ACW as a key performance indicator (KPI) for labor efficiency in call centers.

The Impact of ACW on Labor Costs

ACW time significantly impacts labor costs. According to ContactBabel, labor accounts for about 70-80% of total call center operating costs. A Gartner study similarly reported that optimizing agent handle time, which includes ACW, could result in cost savings of up to 30%. Thus, reducing ACW directly affects the bottom line by minimizing labor costs.

The Domino Effect on Customer Experience

High ACW times also affect customer service levels. A study published in the International Journal of Information Management found that reduced ACW led to quicker response times and higher customer satisfaction ratings. When agents spend less time on ACW, they can handle more calls, reducing customer wait times and improving overall service quality.

Strategies to Reduce ACW

Standardized Documentation

Implement templates for common issues to streamline the documentation process. This can reduce the time agents spend on individual records.

Integration of Systems

Use CRM software that integrates seamlessly with your call center platform. This minimizes the time required to switch between systems.

Training and Refresher Courses

Invest in regular training programs to help agents become proficient in system navigation and multitasking, ultimately lowering ACW.

Conclusion

Reducing ACW is not just a way to cut costs; it’s an imperative strategy for improving both labor efficiency and customer satisfaction. By implementing strategies like standardizing documentation, integrating systems, and regular training, call centers can dramatically improve their operational efficiency.

Contact TrueNorth Advisory Group for Expert Guidance! If you're struggling with high ACW times and labor inefficiency, TrueNorth Advisory Group can provide expert advice tailored to your specific needs. Contact us today for more information.