Wrap-up Time

Wrap-up time is the time spent by an agent doing After Call Work (ACW) once they have concluded an interaction.

Although the call is over and the customer is no longer involved, wrap-up time is still a part of the interaction and is factored into Average Handling Time (AHT).

Why is wrap-up time important?

Wrap-up time can be an important KPI as it helps to identify the proportion of an interaction that is customer-facing. While AHT is a measure of your total investment of time, separating wrap-up time shows the customer’s investment of time.

Ensuring adequate wrap-up time between calls has two key benefits. When there is little time available for after-call work, the data harvested may be less reliable.

It will also impact the quality of overall work if agents are stressed by the fast pace of calls. Balancing agent needs against call volume can be difficult – it may be easier to allow agents to self-monitor, or to enforce constraints only for limited periods of high volume.

How do you calculate average wrap-up time?

You can calculate average wrap-up time this way:


How can you improve wrap-up time?

The global metric for wrap-up time is six minutes, but there is a wide variability between different centres.

Slow computer systems are a likely culprit for long wrap-up times. Some CRM systems use speech analytics to automatically update call logs based on keywords, which can help to reduce the time spent wrapping up. Most systems can allocate a set amount of wrap-up time after each call, setting a consistent pace over the floor.

Otherwise, more training may be needed to show agents how to engage with your system and learn time-saving short cuts.

Agents can be trained to complete some of their wrap-up work while still on the call. While establishing the customer’s reason for calling, they can enter it directly into the wrap-up system.

When staff are incentivised to meet AHT goals they will usually take this sort of time saving upon themselves. It can also be useful to give them access to a breakdown of their handling time, including wrap-up time. This way they can see where their potential areas for improvement are.

Wrap-up time can be artificially extended through misuse. This might mean agents using wrap-up codes to take unscheduled breaks or extend the time between calls. Misuse of wrap-up codes might also indicate an agent who needs extra support dealing with after-call work. In either scenario, alerts can be set up to signal prolonged wrap-up times.

Published On: 24th Jun 2016 - Last modified: 14th Aug 2019
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