After call work is the set of tasks an agent carries out right after a call ends but before the next one is taken. It covers writing notes, tagging the case, updating systems and booking follow ups. The time is invisible to the customer but affects both the quality of your documentation and how quickly the queue is cleared.
Why after call work matters
- It affects average handling time directly, and therefore how many calls you can take.
- Too much after call work creates queues, too little gives weaker documentation.
- Good after call work makes the next contact smoother, because the history is already in place.
Examples of after call work
- Note what the call was about and what was decided.
- Tag the case with the right category for statistics and follow up.
- Update the customer card or CRM with new information.
- Create a task or book a follow up call.
Cut after call work with lynes
At lynes the AI is built in, developed in house and part of the same app as the telephony. That means much of the after call work can happen automatically, without quality dropping:
- let AI summarise and tag the call automatically with conversation intelligence
- standardise notes and fields so they fill in by themselves
- follow how after call work develops over time in analytics
The difference from wrap up time is small, in practice the terms are often used interchangeably.
FAQ
Is after call work the same as wrap up time?
In practice yes, both describe the time right after a call.
Does after call work count towards handling time?
Yes, it is included in AHT.
How do we cut the time without losing quality?
Through templates and AI that summarises, not by stressing the agents.
Does every call need after call work?
No, simple cases can often be closed right away.
Want to free up time between calls? Book a lynes demo.
