After 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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