After-Call Work as a Percentage of Total Handle Time

After-Call Work as a Percentage of Total Handle Time

KPI Details

After-Call Work as a Percentage of Total Handle Time measures the amount of time spent on after call work (wrap time) in relation to the total amount of time spent handling customer calls over the same period of time. A high value for this metric can indicate a lack of standard guidelines or procedures for after-call work. A high value also suggests that representatives are tied up with after-call work when they could be answering additional customer calls. Look to improve employee training, automate repetitive after-call tasks (emails, data entry, etc.) and perform after-call work specific coaching to reduce after-call work time in any call center.

KPI Definition

The amount of time spent on after call work (wrap time) divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Best Practices

• Representatives inform customers that they will be taking notes during the call to minimize data input after the call
• Use applications such as text expanders to decrease typing time
• Implement targeted management routines such as performance goals to track improvement

KPI Calculation Instructions After-Call Work as a Percentage of Total Handle Time?

Two values are used to calculate this KPI: (1) the total number of seconds that representatives spend on after-call work, and (2) the total amount of time (typically measured in seconds) representatives spend handling customer calls over the same period of time. After-call work consists of tasks that are performed by representatives after the call with the customer ends. Typical after-call work includes finishing forms, writing call notes, sending e-mails to callers, updating information in CRM software, etc.

KPI Formula :

(Number of Seconds Spent on After-Call Work / Total Amount of Time Spent Handling Customer Calls) * 100