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Customer Service vocabulary · Call Centre Operations

After-call work

Meaning in customer service, with examples

nounCommon term

In customer service, after-call work means: The tasks an agent does after ending a call, such as writing notes, updating the CRM and sending follow-up emails.

In Turkish: çağrı sonrası işlem, çağrı sonrası çalışma, wrap-up

How it is used

Shortened to ACW and also called wrap-up or wrap time. It is included in average handle time. While in after-call work status, agents usually do not receive new calls, so teams watch how long it takes.

Example sentences

  1. Keep after-call work short, but make sure your notes are clear.

  2. Our after-call work averages 45 seconds per call.

Common collocations

  • after-call work time
  • after-call work status
  • ACW
  • wrap-up time
  • average handle timeThe average length of one customer contact, including talking time, hold time and the work done after the call.
  • CRMCustomer relationship management: software and practices that keep all information about customers and their contacts with a company in one place.
  • follow upTo contact someone again or take further action after a first conversation, to check progress or to finish something.
  • call centreAn office where many agents handle phone calls from customers, or make calls to them, for one or more companies.

More terms: Call Centre Operations

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