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9th June 2022
ACW or after-call work, is the period of time immediately after contact with the customer is completed when any supplementary work is undertaken by the agent. This is also called “wrap-up” and “post-call processing (PCP)”.
Work that is necessitated by and immediately follows an inbound transaction. Often this includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode.
Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.
Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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" alt="Why You Should Embrace the Complexity of Longer Talk Time">
" alt="Key Signs of Broken Processes (and How to Fix Them)">
" alt="Simple Ways to Speed Up After-Call Work">