April 9, 2014

How to Minimize After Call Work Time

CallTalk CaramelsAfter call work time (ACWT) is a component of call handle time that deserves managerial attention. It usually involves completing the customer record before taking the next call. This is normally done via electronic systems, but may, in some centers, include paper-based documentation and fax transactions.  BenchmarkPortal research shows that the majority of centers use customer relation management systems (CRMS) for call documentation during and after the call. These systems often include automated call record keeping and pre-formatted text – allowing agents to copy and paste call records, or use hot-keys and codes to assist in the documentation of caller interactions. CRMS offer one of the highest ROIs for contact center investments. Regardless of approach used, controlling ACWT remains a vexing issue for many call center managers.

Click here to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/how-minimize-after-call-work-time

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