What is the point of ACW?

According to this article from Aircall, “on average, an after-call workflow typically wraps up within two minutes.”

There’s no real metric to this, as the needs of every business varies from one to another. Your company can set your own ACW limit, and it all depends on the factors that affect it. A customer retention queue, for example, might have a longer ACW limit because of all the in-depth investigation that is required for the job.

The general principle is that it should, of course, be kept to an acceptable minimum.

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