What Is ACW? Related Articles What Is After Call Work (ACW) and How Can It Be Improved? What Is ACW and How to Improve It 10 Top Tips to Reduce Call Centre After Call Work (ACW) Time What Is After-Call Work (ACW) or Post-Call Processing? © vectorikart - Adobe Stock - 136490301 1,534 Filed under - Definitions, After Call Work (ACW) ACW or after-call work, is the period of time immediately after contact with the customer is completed when any supplementary work is undertaken by the agent. This is also called “wrap-up” and “post-call processing (PCP)”. Work that is necessitated by and immediately follows an inbound transaction. Often this includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode. Author: Rachael Trickey Published On: 9th Jun 2022 Read more about - Definitions, After Call Work (ACW) Recommended Articles What Is After Call Work (ACW) and How Can It Be Improved? What Is ACW and How to Improve It 10 Top Tips to Reduce Call Centre After Call Work (ACW) Time What Is After-Call Work (ACW) or Post-Call Processing? Related Reports eBook: How to Choose a Solution for Automating After-Call Work Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter