15 Things To Do Immediately to Make

After-Call Work Effective

Introduction

• An agent’s work is not finished the moment he disconnects the call with the customer. • Post call work, or after call work (ACW), is equally important as the call itself. • How you conclude your call, and how you manage to learn from each call makes all the difference.• You should be able to assess each call from the customer’s point of view and spot scope for perfection.

Tips to Make After-Call Work Efficient

Getting Quality Call-textGiving Proper InductionReusing Call-TextTime Management is KeyGetting FeedbackAnalyzing the FeedbacksReducing Time spent on After-Call WorksUse After-Call Work Metrics

Streamlining Business ProcessesOptimizing your SoftwareIntegrating Business ToolsAutomating TasksOptimizing Disposition CodesHave Knowledge-base for agentsGo Green

Getting Quality Call-Texts

• Agents who work at a call center on cloud should keep a record of all that goes on during the call with the customer. • They also turn up with little notes which might help with a certain customer. • These rough notes are supposed to be transformed into formal pieces of information which are then added in the database. • When you’re training your agents, you must stress on the significance of keeping proper notes and logs.

Giving Proper Induction

• As your call notes and logs are an essential part of your after call work, you must include it into your induction for agents. • A step by step guide as to what the call notes are used for, how it would assist the agents themselves, the acceptable method of writing and the accurate acronyms- these should all be a part of the induction. • Your agents should be able to realize why this is essential.

Reusing Call-Texts• In call centers, you must come up with ways of reducing both cost and time, as every minute that you save could go into dealing with another customer. • This is what you could do- identify and acquire the best call text that you have. • You can then circulate it to your agents to ensure they refer to it during the repetitive calls.

Time Management is the Key

• After-call time is intended to be used for after-call work. • That comprises of updating your software, working on entering feedback using your cloud call center solutions, checking your call texts and so on. • Your agents are not supposed to be taking this time off for personal breaks. • Now that the agents are in between calls, they’re technically “NOT READY”. • But they are expected to get back to tending to callers the moment they’ve done work on one client.• The manager of the call center should always implement and keep an eye on the agents.

Getting Feedbacks

• Feedback could be positive or even negative; despite what it is, it’s going to help you out in the long run. • You could include this feedback into your call texts as well. • Though, merely collecting feedback isn’t going to be sufficient- you have to analyze it too.

Analyzing the Feedbacks

• Got feedback from your clients? Well done. • Now comes the hard part. • You have to analyze each feedback that you get. • Based on that, you’ll have a fair idea of the customer care through your  cloud based call center solutions. • In fact, there are quite a lot of software’ which can help you precisely analyze the feedback.

Reduce Time Spent in ACW

• You need to take required precautions to reduce the time spent after-call work. • This would only happen if you optimize the training of your agents. • If your agents are familiar with the software and the business tools you use, it would notably ease workload post calls. • Before you actually allot work to your agents, you should ensure that they are thorough with the details of your business.

Use After-Call Work Metrics

• These metrics are generally used to review the after-call work being done by the agents. • These metrics would disclose to the agents the principal gist behind after call work. • Also, if they are aware that their work is being judged, they would perhaps be motivated to work harder and pay more attention to their after-call tasks. • That would indeed enhance their efficiency.

Streamlining Business Processes

• This is one of the easiest ways of reducing time spent on concluding the work. • As the manager of a call center in the cloud, you must be aware of each step that your agents have to take on in order to complete their tasks. • This is one exercise you can do- cautiously go through all the steps, study them and see if any of them are repetitive or redundant, check if any of the steps are ineffective.• If you’re able to identify any of the above, then you could start getting rid of them.

Optimizing Your Software

• If you use the best software when it comes to your contact centers, it would help your agents finish their work in least time and in a more efficient way. • The software that you use should complement the work of your agents and make things a bit easier for them. • That’s exactly why you need to pick software that is responsive, insightful and simple to navigate through. • It should also be able to cater to all the numerous needs of your company.

Integrating the Business Tools

• Let’s first take a look at what exactly after-call work entails – it comprises of updating the database, the call center software, helpdesk, CRM and also the sales force.• Now all of this could be really difficult if you’re not using software that incorporates your business tools. • Optimized software would essentially reduce time you spend in updating your customer data. • This means, once you update the data on the main database, it would immediately be updated across all other platforms too. • That way, you wouldn’t have to go around updating information independently.

Automating Task

• The main reason why some agents fall behind in their after-call work is because most of it is manual.• However, development in technology has assisted with that and the best cloud calling solutions  available nowadays is ever more automated. • That means most of the manual tasks that you perform would be done automatically with the help of a click. • These manual tasks would include situations where you miss a customer’s call, or some new contact calls up.

Optimizing Disposition Codes

• It is a known fact that call center agents spend a chunk of their time trying to find the correct disposition code. • Optimizing the disposition codes would considerably reduce time spent in wrap up work. • That would let the agent to concentrate on something that is more important. • In turn, that would increase the productivity and efficiency of your agents.

Have a Knowledge-Base for Agents

• Sometimes an agent might come up with certain doubts and queries while he/she is on the call. • So you need to take required precautions to reduce time wasted on finding solutions to these queries. • It would be useless if your agents have to hunt through manuals, email supervisors, and ask around to get answers. • It would be easier if you just have a common knowledge base that all your agents can refer to when they need it. • Thus, it would provide reliable information in half the time.

Go Green

• Paperwork takes up a lot of time that could’ve been used otherwise. • Instead, you could choose the modern option of going paperless where you carry out all tasks, including faxing documents and other material to customers, through mail. • Since your mails are just a few clicks away, this would be saving a lot of time. • Plus, if we’re talking about efficiency, an email is always more efficient than your hardcopies.

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