Everyone wants to know how to reduce call work in their call or contact center! An agent’s work isn’t complete when the call is over. After-call work is a back-end contact center process that brings the most drastic impact on the customer experience, efficiency level of call centers, and even ROI on CX investments. So, it is a must for every associated call center supervisor to try and reduce the call wrap up time by investing their time and efforts into the steps shared in this article.
Table of contents
After-call work encompasses everything your agents must accomplish after each conversation has ended. Often, these manual tasks are cumbersome, repetitive, and boring.
Generally, the performance level of an agent is calculated by the number of calls they handle in a given day. The pressure of high call volumes and steep quotas creates stress for agents as they struggle to meet these targets day after day. But the challenge doesn’t stop there, here comes after call work.
Below we dive into some tactics agents and managers can take advantage of to reduce this stress and streamline the post-call process. We’ve also put together this quick checklist you can refer to as a guide as you create and define your own after call best practices.
After call work checklist
With so much at stake on customer calls, your agents need a foolproof process for documenting and recording these conversations. Use these four basic steps to make sure all of your bases are covered:
- Call notes that include interaction summary and resolution.
- Marking call sheets with relevant call tags and updating contact lists
- Logging call details into your CRM
- Recording customer sentiment
- Scheduling or sending a follow-up email to the customer.
Provide agents with the knowledge they need
What goes into after-call work? Logging the contact reason. Logging the call outcome. Scheduling follow-up contacts. Updating customer information and history. After call work, or call wrap-up time, is the time your call center agent spends doing follow-up tasks to complete a customer interaction. This includes speaking with their managers, adding notes into your CRM, and toggling between systems to handle the next customer.
The call center industry’s standard after-call work time is about six minutes. Your agent may also need to email the customer for additional information or reach out to another department to discuss the issue further.
This is why it’s so critical to make sure your contact center software is presenting agents with the most pertinent information. Capabilities like configurable desktops, CRM integrations, APIs that stitch together third-party systems, and the like are all helpful to have in place when seeking to reduce after call work.
Use an integrated CRM to streamline processes with unified data
By integrating your CRM system with the other software agents use, you can eliminate the frustrating, confusing tasks that come with jumping from system to system and increase productivity across your entire contact center. LiveVox’s purpose-built CRM system uses all of the types of integrations mentioned above, and more.
Take advantage of artificial intelligence
Now that you’re learning how to reduce after-call work in a call center, artificial intelligence can be used to automate post-call contacts and follow-ups, in addition to other helpful time-saving tasks. Speech analytics helps you understand every conversation and it also helps to automate after call work. AI-enabled speech analysis software shortens after-call effort by analyzing and transcribing the calls in real time and automates manual, repetitive tasks such as summarizing the call, categorizing calls, and entering information into other systems.
AI can be deployed for automation at any stage in the self-service lifecycle, too, not just to automate post-call work.
Virtual agents can be used to automatically transfer calls from conversational self-service IVRs to a human agent. During the call, speech analytics tools can perform sentiment analysis to detect the emotion and intent of the customer which can help determine the next best action and even inform coaching for agents in real time. Speech analytics tools also listen and transcribe conversations, saving serious note-taking time.
And finally, AI-enabled tools like speech analytics can present the call summary for the agent to edit and confirm and then automatically update your CRM.