OpenSpan provides solutions for Contact Centers, ERP & CRM Integration, Risk, Fraud and Compliance, BPM/BAM, etc., 
OpenSpan provides industry specific solutions for Insurance, Banking/Financial Services & Telecom. 
Reducing or Eliminating After Call Work
to Improve AHT and Productivity
Introducing Power Notes
OpenSpan Power Notes can eliminate after call work and call wrap up tasks for the agents in your call center. Find out more today!
Learn More!
How does your call center define after call work? It might include documenting call notes, completing a customer contact report, and then returning applications and the desktop environment to the ready state. Whatever your after call work processes include, if your agents spend more than 20-30 seconds performing those call wrap up tasks, you may have an efficiency problem that is jeopardizing agent productivity. And you are not alone. Many call centers report that after call work can take up one-third to one-half as long as the average call. This represents up to 30% of total AHT. Since all call centers want to reduce AHT, streamlining or altogether eliminating call wrap up processes is one of the simplest yet most dramatic improvements you can make.
There are also other practical reasons to improve call wrap up activities. By automating the capture of call center notes, you can create better uniformity in documentation. The next time an agent accesses those customer notes, he won't be faced with partial information or have to decipher cryptic shorthand. He will have a clear picture of precisely what took place during the previous interaction, which will in turn lead to a better, more productive customer interaction. And capturing more comprehensive and uniform data about each customer call can enable management to spot and respond to trends or product quality issues faster.
In our work with scores of contact centers around the world, we have found several ways to improve and streamline the call wrap up process and shorten after call work time. They include:
- Automated Notes- During customer interactions, OpenSpan can monitor agent activity and post events into notes automatically. If your agent offers a special promotion, you could have OpenSpan capture the offer type and document the customer's acceptance or refusal. Or say the agent submits a trouble ticket during a call. With OpenSpan you can automatically capture the ticket number, date, time, and service code and place that information into call notes automatically. With OpenSpan, your agents never have to type notes into a field to tell the system what it just did.
- Click-to-Note- Quite often during a call, an agent may need to capture onscreen information as part of the call documentation. For example, if a customer calls to check an account balance, he may want to document the real-time balance that was given to the customer at the time of the call. With OpenSpan you can create "click-to-notes" capabilities that enable the agent to simply click on the desired field to automatically copy the field contents into customer notes.
- Facilitated Notepad- Agents often have to keep track of a great deal of information while interacting with customers. Unfortunately they sometimes resort to writing account numbers on notepads, jotting deposit amounts on sticky notes, or repeating transaction codes over and over while they navigate through numerous screens to reach the field where the data must be entered. These practices inefficient and error-prone, and can even breach compliance and data security guidelines. With OpenSpan, you can add a secure facilitated notepad feature to the desktop to help agents manage critical data they need during a call and for after call documentation purposes.
- OpenSpan for Business Process Outsourcers (BPOs)
- OpenSpan for Banking and Financial Services
- OpenSpan for Insurance Customer Service
- OpenSpan for Telecommunications Providers
- Automate Call Notes & Warp Up Tasks
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- Create the Universal CSR in the Call/Contact Center
- Lean Six Sigma for Call Center Operations-An Overview
- 4 Reasons You Need User Process Management in the Call Center (and Why Your CEO Will Notice)
- Show Them The Money! Gaining Approval for Your Quality Project
To learn more about how your call center can benefit from call wrap process improvements like these, please use the form on the right to contact us or request a custom demonstration.
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