5 Tips to Reduce After Call Work (ACW) in Contact Centers

After Call Work (ACW) refers to the set of tasks that call center agents perform after finishing a call with customers. These tasks typically include updating the database with information collected during the call, notifying other departments for further action, and adding solutions to the knowledge base if the issue is resolved. ACW is a component of a key performance indicator in contact centers called Average Handle Time (AHT). While agents are engaged in ACW, they cannot receive new calls. ACW is also known as Post Call Processing or Wrap-up.

Average Handle Time (AHT) formula: Average Handle Time = (Talk Time + Hold Time + Wrap-up Time) / Number of Calls Handled

With customer experience being a top priority, reducing ACW is critical because it directly affects AHT and agent availability. Lower ACW means agents return to queue faster, service levels stabilize during peaks, and customers spend less time waiting. Efficient ACW also improves the quality and consistency of documentation, which reduces repeat contacts and accelerates downstream resolution.

Tips to Reduce After Call Work (ACW)

1. Put a Customized CRM System in Place

   Analyze the call center process and customize your CRM with specific menus, fields, and lists of values that align exactly with your agents’ needs. A tailored CRM reduces the time agents spend navigating and entering information, thereby significantly cutting down ACW.

   • Design for the agent journey: Arrange fields in the order agents naturally collect information. Use conditional (dynamic) forms so only relevant fields appear based on the call reason or disposition.
   • Single-pane view: Consolidate customer profile, interaction history, tickets, and knowledge base into one screen to avoid switching between multiple systems during wrap-up.
   • Prefill and validate: Auto-populate known data (customer details, account status, product) and apply validation rules and mandatory fields to prevent back-and-forth corrections later.
   • Smart dispositioning: Keep wrap-up codes concise and mutually exclusive, with short descriptions and next-step prompts. Map dispositions to downstream workflows (tickets, tasks) to avoid manual handoffs.
   • Screen pops and CTI integration: When calls arrive, open the right CRM record and call script to trim note-taking and post-call updates.
2. Automate Repetitive Tasks

   Use automation within your systems to handle repetitive data entry and call summary generation. Automating routine updates and notifications saves agents from manual work and speeds up post-call processing.

   • Post-call triggers: Automatically create or update cases, schedule callbacks, assign follow-ups, and notify back-office teams based on disposition codes and captured fields.
   • Auto-summarization assistance: Provide agents with AI-assisted call summaries and key highlights they can review and confirm, rather than writing notes from scratch.
   • Macros and workflows: Bundle common actions (update fields, apply tags, send a confirmation SMS/email) into a single click after the call.
   • Knowledge base suggestions: Surface recommended articles based on call context so agents can attach references quickly without searching.
   • Auto-save and sync: Ensure data is saved continuously to prevent rework due to session timeouts or sync conflicts.
3. Create and Use Templates

   Develop templates for common call scenarios or responses. Templates help agents quickly fill in necessary information or send follow-ups without starting from scratch each time, enabling quicker wrap-up.

   • Structured note templates: Provide short, pre-formatted sections (Customer, Issue, Steps Taken, Resolution, Next Action) so agents capture consistent, review-ready notes in seconds.
   • Disposition-driven wrap-up: Link each disposition to a minimal set of required fields and default values. Keep it brief—only what matters for reporting and next steps.
   • Message templates: Offer approved email/SMS templates for confirmations, troubleshooting steps, and follow-ups, with placeholders for dynamic fields like name, order, and case ID.
   • KB contribution templates: When agents solve new issues, simple templates for knowledge articles standardize documentation and cut approval time.
   • Text expanders and snippets: Enable keyboard shortcuts for frequent phrases and instructions to minimize typing.
4. Train Agents to Complete Tasks During Calls

   Train agents to perform portions of the ACW during the call itself, like entering key information or selecting call disposition codes in the CRM. This real-time documentation reduces after-call workload.

   • Real-time note capture: Encourage agents to record key facts as they confirm them. Short, bullet-style notes are faster and more reliable than writing long narratives afterward.
   • Use hotkeys and inline updates: Teach shortcuts for setting dispositions, adding tags, and updating status fields without leaving the call screen.
   • Guided conversations: Provide talk tracks with embedded fields and checklists so required data is captured naturally during the conversation.
   • Call control techniques: Coach agents to use brief hold or recap moments to finalize details, verify next steps, and prepare any follow-up communication text.
   • Calibration on “good notes”: Share examples of succinct, action-oriented notes. Align QA criteria with what truly supports downstream teams and repeat-contact prevention.
5. Simplify After Call Work Processes

   Regularly review and streamline the tasks agents must perform after calls. Remove unnecessary or duplicate steps such as entering data into multiple systems. Use standard drop-down menus and limit options to avoid complexity.

   • Eliminate duplication: Integrate systems so the same data isn’t entered in CRM, ticketing, and billing separately. Define a single system of record and let others sync from it.
   • Rationalize wrap codes: Keep the list short and meaningful. Archive low-usage codes and bundle near-duplicates. This reduces scrolling and decision time.
   • Set clear ACW policies: Define when extended wrap is allowed and for which call types. Use an auto-wrap timer with reason codes for exceptions to keep queues flowing.
   • Spot and fix blockers: Review ACW reports by queue, call reason, and agent to uncover process steps that routinely add time—then remove or automate them.
   • Batch routine tasks: For non-urgent admin work (e.g., attaching standard artifacts), allow batch updates at scheduled times instead of after each call.

Beyond these five focus areas, remember that ACW improvement is an ongoing cycle. Track ACW as a distinct metric alongside AHT, segment it by contact reason, and compare across teams to identify best practices worth standardizing. Keep frontline feedback loops open—agents can quickly pinpoint which fields, codes, or workflows create friction in wrap-up.

By implementing these strategies—custom CRM customization, automation, templating, in-call documentation, and process simplification—contact centers can significantly reduce after call work, improve agent availability, decrease Average Handle Time, and enhance overall customer experience. The result is a smoother operation for your teams and faster, more consistent service for your customers.