After Call Work

Improve the prospect and customer experience by making it simple and efficient for agents to do after call work. With our quick tagging, assigning and note-taking features, each contact will have detailed context applied after each call.

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Breathing room after calls

Tag calls to organise them, assign tasks to other teammates, or take notes to contextualise contacts in your systems. ACW helps your agents prioritise follow-up with crucial information.

First things first

Establishing time for after call work will help your teammates tie up key details from their previous call before moving to the next. Customers will never have to repeat their query from a previous call due to lack of organisation. When call volume is high, call notes and tags will help jog your agents’ memory.

Wrap it up

Our Wrap Up feature enables teammates to make time for ACW. Wrap up time prevents calls from coming in and getting missed while you’re doing your after call work. When turned on, the feature is triggered for any call that lasts more than 5 seconds.

Make your availability visible

The Live Feed helps admins to see which teammates are currently engaged in after call work and avoid routing new calls their way. Through the Live Feed, admins will be able to see real-time metrics, calls and agent availability.

Hear it directly from our customers!

Thousands of companies trust Aircall's cloud-based VoIP solution to facilitate after call work for their teams around the world.

Danielle Murphy, Manager of Customer Experience, Birdies

"Seeing trends in why people are calling in — for example, issues involving payment processing, or if we're getting a lot of tickets involving returns and exchange issues — prompts us to examine all our tickets across phone, email and chat. We look for patterns and determine where we need to improve."

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