After-Call Work Complete necessary tasks after each call

After-Call Work includes tasks that enrich call logs–generally by the addition of key information for solving issues or selling a product/service. These tasks include:

• Key context from the call (the customer’s situation, the problems encountered, requests, etc.).
• Records of actions taken during the call.
• Manual CRM update.
• Sending a summary e-mail to the prospect or customer.
• Creation of tags to classify and organise calls.
• Plan for next steps.

There’s no set time limit for After-Call Work, and the time dedicated to it depends on many factors:

• The complexity of the call.
• The type of tasks carried out during the after-call (note, CRM update, email, etc.).
• Call centre objectives.
• The industry or company.
• Internal organisation of the call centre.

Some call centres define time limits for calls and related tasks, while others will allow a degree of flexibility. Striking the right balance can be tricky. If you’re a supervisor and you set strict limits, your agents may feel rushed, leading to additional stress. On the other hand, if you set the limits too low, your call centre’s productivity will suffer and customer waiting times will increase.

The average duration of After-Call Work is 20 seconds. However, this isn’t the norm. With Ringover, you can customise how long After-Call Work lasts for each user. You can set the After-Call Work period as short as five seconds or as long as 15 min of After-Call Work.

There is no fixed duration or industry standard for After-Call Work. The time allocated to it varies according to various factors, such as the type of industry, the call centre’s objectives, and the complexity of the calls. In some industries, it can last up to six minutes, while in others it’s a matter of seconds.

Yes, you can easily customise the After-Call Work duration for each user. Just go to the user’s settings, which are accessed via the solution dashboard. You can choose from among the following time periods:

• 5 s
• 10 s
• 15 s
• 20 s
• 25 s
• 30 s
• 35 s
• 40 s
• 45 s
• 50 s
• 55 s
• 60 s
• 2m in
• 5m in
• 10 min
• 15 min

Yes, you can disable After-Call Work and the display of this feature in the software interface by first going to the Ringover Dashboard. Then click on the user whose profile you wish to modify and go to the Permissions section. Then you will deactivate the “After-Call Work” wheel. If you want to change the After-Call Work settings for all users, you’ll be able to do that in a single click.

To activate After-Call Work, go to the Ringover Dashboard settings. Display the list of users and select one. Then go to “Permissions” and click on the “After-Call Work” wheel. You’ll then be able to activate After-Call Work.

After-Call Work is a Ringover feature that supports you in performing post-call tasks. Here are some of its key benefits:

• Improved collaboration. After-Call Work allows agents to annotate important information which other agents can use as reference when facing similar issues or questions.
• Improved customer satisfaction. Thanks to After-Call Work, agents have dedicated time to follow up with customers when relevant. Even something as simple as writing up and sending a summary of the call to the client (or prospect!) will improve the customer experience and have a positive impact on customer satisfaction.
• Better management of time and workload. With specific time allocated to certain tasks, After-Call Work helps balance the daily workload and improve organisation.
• Reduce errors. Because After-Call Work provides the space for staff to check information and complete key tasks, ultimately the incidence of errors will decrease and problems will be solved more efficiently.
• Better preparation for subsequent calls. Agents will benefit from the information reservoir After-Call Work creates. They’ll easily prepare for subsequent calls by consulting the information recorded during previous exchanges with a customer or prospect.