Any suggestions on how to lower ACW?

5 pts.
Tags:
ACW
Call Center
Call Center metrics
Does anyone have any suggestions on how to lower ACW? In my industry, it is expected to enter all notations while the customer is on the phone and ACW should only be used in rare instances.

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You can set the ACW time to the minimum as long as you are sure that rarely needed and call center agent can go for a special AUX when needed . Check with your <a href=”http://www.steptocallcenter.com”>call center</a> solution provider that should be doable . Keep an eye on it for a moth and make your mind accordingly.

Suggestion try to minimize the time needed to capture customer information of order details on your system by building building a predefined values for EX.

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  • Jibin
    u can put a random aux after u pick up the call so that it automatically converts to the aux after the call rather than acw..
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