Tips to Boost Speed and Accuracy in After-Call Work
What do your agents do after a call or chat session ends? The answer may include updating a customer’s file with new information, or adding details to a new order, or perhaps even sending an email to someone else at the company to follow up on that customer’s case.
All of this, which is sometimes referred to as after-call work (ACW) may be necessary but it takes time – time that could be spent with the next customer. Rushing through these post-call steps, however, can result in errors that will prove costly later on.
It’s a delicate balance (but what isn’t in this business?). Here are some ideas for maximizing the impact of ACW in the shortest amount of time.
A lot of ACW is comprised of the same procedures. Instead of having agents enter the same text in a dozen different files every day – prepare a block of text that can be copied and pasted in a few seconds.
Can agents type ‘cu’ instead of ‘customer’? Or ‘6’ instead of ‘Product 67850?’ Any type of shorthand, as long as it will be understood by anyone in the company who sees it, will save time.
As with every aspect of contact center work, training delivers more positive results. Perhaps start with a greater focus on ACW with new agents, so they develop efficient habits from the outset. Then, make ACW reviews part of the scoring process you employ as part of your performance management strategy.
The time between calls that is devoted to ACW can sometimes be extended by agents to include a quick chat with a fellow agent, or a check of one’s Facebook page or a visit to the break room. Try to keep such instances to a minimum.
By incorporating after-call work into performance management, you can encourage both accountability and self-motivation, and bring the time numbers down to where they should be.
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